Banner Before Header
Browsing Tag

customer experience management

Cisco Completes Acquisition of CloudCherry

Cisco announced it has completed the acquisition of privately-held CloudCherry based in Salt Lake City, UT. CloudCherry is a Customer Experience Management (CEM) company that provides predictive analytics, rich customer journey mapping and sophisticated survey capabilities. Together, Cisco and CloudCherry will help companies transform their contact center from delivering reactive care to providing predictive support and move from isolated customer interactions to cohesive, engaging experiences for improved business outcomes.…

Adobe Leadership in Creativity, Digital Documents and Customer Experience Management Categories Drives Next Era of Growth

Company Raises Q4 FY2019 Digital Media Net New ARR Target Adobe will host a financial analyst meeting with investors and financial analysts at its Adobe MAX conference, where Adobe’s executive team will unveil the company’s strategy to expand its leadership in the creative, digital documents and customer experience management categories to drive sustainable, long-term top and bottom line growth in 2020 and beyond. As part of its presentation, Adobe will provide data showing that its total addressable market is expected to…

iperceptions Announces iper.loop, an Evolution in its Customer Experience Management Capabilities

Where Closed-Loop Feedback Meets Journey Analytics, Iper.Loop Empowers Brands to Detect, Visualize and Address Bad Customer Experiences When It Matters Most iperceptions, a global leader in Customer Experience Management (CEM) solutions, announced the public release of iper.loop, helping brands close the feedback loop with customers in real-time and pinpoint where in the customer journey their customers experience the most friction. iper.loop represents a natural evolution for iperceptions’ Customer Experience Management…

Looking to Uncover Guest Insights and Drive Action, Marston’s Partners with Customer Experience Management Provider SMG

Service Management Group (SMG), a global customer, patient and employee experience management provider to more than 500 brands, has announced a new customer experience management programme with Marston’s, the United Kingdom’s leading independent brewing and pub retailing business, which oversees and operates six breweries, 60 inns and more than 1,500 pubs. Seeking to expand its guest experience programme to reach more pubs and inns, Marston’s has selected SMG to help collect, analyse and share guest feedback across the…

The Telecommunications Industry Is Ripe for Artificial-Intelligence Driven Solutions, with Service Providers Expected to Spend $11.2 Billion…

Service Providers Look Toward AI Solutions to Help Ease High Fixed Costs and Retail Price Pressure Telecommunications service providers face a handful of daunting market conditions. Around the globe, revenue and subscriber growth are flat. To combat profit erosion, most communications service providers (CSPs) are struggling through a process to become digital service providers more akin to web companies that offer rapidly evolving and highly customized services. According to a new report from Tractica, a central element…

Frost & Sullivan recognizes Teleperformance as Asia-Pacific Contact Center Outsourcing Service Provider of the Year

Teleperformance was honored with the 2019 Asia-Pacific Contact Center Outsourcing Service Provider of the Year Award at the annual Frost & Sullivan Asia-Pacific Best Practices Awards banquet held at Shangri-La Singapore. Teleperformance, the leader of outsourced Omnichannel Customer Experience Management services, specializes in advisory and integrated solutions to manage and optimize all aspects of the customer experience cycle for clients. Mr. Krishna Baidya, Head of Customer Contact Research, Digital…

Adobe Recognized Based on Completeness of Vision and Ability to Execute in Both Reports

Adobe Recognized Based on Completeness of Vision and Ability to Execute in Both Reports Adobe announced that it was the only company recognized as a Leader by Gartner in both the July 2019 “Gartner Magic Quadrant for Web Content Management”research report and the July 2019 “Gartner Magic Quadrant for Personalization Engines” research report. As one of 18 vendors evaluated, Adobe placed in the Leaders quadrant furthest to the right for completeness of vision and highest for ability to execute in the Magic Quadrant for Web…

Shyan Mukerjee Appointed as Majorel’s New Chief Digital and Transformation Officer

Majorel, a leading customer experience and BPO provider for some of the world’s most respected brands, announced the appointment of Shyan Mukerjee as the company’s new Chief Digital and Transformation Officer. Launched earlier this year, Majorel helps clients with end-to-end customer experience management, supporting them to simplify, differentiate and grow in a constantly changing world. The company has created the role of Chief Digital and Transformation Officer to facilitate the growth of Majorel’s CX consulting…

Startek Names Rajiv Ahuja as Global Chief Operating Officer

Startek, Inc., a global provider of customer experience management solutions, appointed Rajiv Ahuja as the company’s new global chief operating officer (COO). Effective immediately, Ahuja will assume responsibility for global operations and customer success at Startek as both Pete Martino, COO of the Americas and Philippines, and Sandeep Gulati, COO of APAC and South Africa, will be leaving the company to pursue other interests. “These organizational changes are the next step in the evolution of our company, and the…

Experience Management Leader Medallia to Acquire Behavioral Analytics Startup Cooladata

Acquisition Enables Acceleration of Medallia's Predictive Journey Capability Medallia, Inc., the global leader in customer experience management, announced it has signed a definitive agreement to acquire Tel Aviv-headquartered Cooladata, a next generation cloud-based behavioral analytics platform.  Leveraging its proprietary big data platform and artificial intelligence engine, Cooladata can process huge datasets beyond customer surveys to analyze non-explicit feedback to derive and predict customer sentiment. This…

Upland Software Acquires Kapost, Raises Guidance

Accretive acquisition adds $15 million in annualized revenues, strong customer base, and robust content operations solution for sales and marketing Upland Software, Inc., a leader in cloud-based enterprise work management software, has acquired Kapost, a leading content operations platform provider for sales and marketing. Kapost is an important addition to Upland’s Enterprise Sales Enablement and Customer Experience Management (CXM) solution suites. The acquisition adds approximately $15 million in annualized revenues…

Hoodoo Digital Becomes a Silver Partner in the Adobe Solution Partner Program

Hoodoo Digital, a provider of Adobe Experience Manager, Adobe’s experience management and delivery offering, has recently become a Silver partner in the Adobe Solution Partner Program. After implementing Adobe Experience Manager for close to a decade, co-founders Kem Elbrader and Andy Wakefield are honored to lead Hoodoo to this level of partnership with Adobe after only two years in business. Adobe’s Silver partners are regional companies committed to developing the skills required to design, develop, sell and deploy…

Upland Software Acquires Kapost, Raises Guidance

Accretive Acquisition Adds $15 Million in Annualized Revenues, Strong Customer Base, and Robust Content Operations Solution for Sales and Marketing Upland Software, Inc., a leader in cloud-based enterprise work management software, has acquired Kapost, a leading content operations platform provider for sales and marketing. Kapost is an important addition to Upland’s Enterprise Sales Enablement and Customer Experience Management (CXM) solution suites. The acquisition adds approximately $15 million in annualized revenues…

New SMG Research Evaluates How Blockbuster Premieres Impact the Movie-Going Experience

Summer blockbuster season is upon us, and Service Management Group (SMG), a global customer experience management, employee experience and brand research leader, has evaluated how blockbuster premieres impact the customer experience for movie-goers. To get a read on what movie-goers thought of the in-theater experience during blockbuster premiere weekends, SMG used its customized market intelligence tool BrandGeek to capture real-time behavioral data that’s linked to consumer feedback. The research uncovered three key…

Adobe and Software AG Partner to Advance Customer Experience Management

Adobe Experience Platform and Marketo Engage Combined with Software AG’s Technology Helps Companies Stitch Customer Data from Across Systems At Adobe Summit EMEA, Adobe and Software AG announced a partnership to help companies transform their customer experience management (CXM) by bringing together customer data from across multiple enterprise systems into a centralized and actionable real-time customer profile. Adobe and Software AG will create integrations between Adobe Experience Platform and Software AG’s webMethods…

Yes Marketing Joins Forces with Adobe to Provide Leading Technology Combined with White Glove Agency, Implementation, and Program Management…

Adobe to Power Yes Marketing's Enhanced Technology Capabilities as the Leading Multichannel Marketing Service Provider Evolves Its Offering for Prospective and Existing Customers Yes Marketing announced that it is advancing its relationship with Adobe. The newly enhanced relationship will include a unique value proposition for brands who will benefit from white glove agency, implementation and program management services from Yes Marketing paired with the advanced capabilities of Adobe Campaign, the industry's leading…

Experience Management Leader Medallia to Acquire Customer Success Leader Strikedeck

The Acquisition Means Medallia Will Address the Full Spectrum of B2C and B2B Customer Experience Management Medallia, Inc., the global leader in customer experience management, announced its plans for the acquisition of Strikedeck, an advanced platform enabling companies to drive customer success (CS), which will further augment Medallia's leadership in B2B customer experience management. Medallia and Strikedeck, uniquely,  will promote seamless, 360-degree views on customer account health, including information on…

OpenText Streamlines the Way Enterprises Digitally Communicate with Customers

OpenText, a global leader in Enterprise Information Management (EIM), announced version 16.6 is generally available now and will be launched in July 2019 at its annual user conference, OpenText Enterprise World. Innovations in its market-leading customer communications management solution, OpenText Exstream, are being previewed at Document Strategy Forum 2019 (DSF '19). The conference is held May 7-9 in Anaheim, Calif. OpenText Exstream 16.6 introduces self-service, browser-based design, authoring and interactive editing,…

Customer Experience Management Leader Medallia names Gavin Selkirk as Vice President of APAC

Veteran It Leader Will Spearhead Medallia's Rapid Growth Across the Asia-Pacific Medallia, Inc., the global leader in experience management, announced that IT industry expert, Gavin Selkirk, has been named the company's new Area Vice President and General Manager of Medallia's operations in the Asia-Pacific. Following eight years as a Lieutenant in the Australian Navy, Selkirk has enjoyed the past 25 years in the IT industry helping multinational companies grow and expand in Asia and will lead Medallia's accelerated…

Pimcore Launches Data Hub To Strengthen Content-As-A-Service Capabilities For Enhanced Data Delivery and Consumption

The New Open-Source Tool Enables Organizations to Transform Data Connectivity and Centralize Data Governance for Multiple Input and Output Channels Pimcore, the leading open-source platform for data and customer experience management, has released Pimcore Data Hub to provide organizations with enhanced technology to create fast, scalable apps without multiple steps. The new feature will enable organizations to centrally manage product and web content data, and translate it into neutral formats to be used across multiple…