customer experience

Avaya AI Virtual Agent Enhanced - the newest co-innovation with Google Cloud – now being adopted by customers worldwide Avaya, a global leader in solutions to enhance and simplify communications and collaboration, announced that its Avaya OneCloud™ CCaaS and OneCloud™ CPaaS portfolios are now available with Avaya AI Virtual Agent Enhanced, new human-like automation features that significantly improve customer experience and contact center efficiency. This expanded conversational AI capability leverages Google Cloud…

Salesforce Commerce Cloud is a cloud-based eCommerce platform that allows brands to create unified, intelligent digital commerce experiences. WISMOlabs is an exceptional post-purchase experience platform geared towards eCommerce Retailers that want to drive more revenue and increase customer loyalty. Marketing Technology News: aMVG and Anzu Announce Partnership to Bring Blended In-Game Advertising to the Addressable Media "We are excited to integrate WISMOlabs exceptional post purchasing experience with the…

After its recent acquisition of iPerceptions and Socialbakers, Astute continues momentum, hiring Zarnaz Arlia as CMO and naming Shellie Vornhagen as CXO Astute, Inc. (“Astute”), a leading customer engagement platform, announces Zarnaz Arlia as Chief Marketing Officer and Shellie Vornhagen as Chief Customer Experience Officer. In their new roles, Arlia and Vornhagen will lead Astute’s efforts to bring together marketing, care and commerce experiences. As CMO, Arlia will be based in San Francisco and oversee the…

NICE announced the availability of new integrated capabilities between NICE inContact CXone and Teams which power company-wide collaboration for faster service, happier customers, and better business results. The company also unveiled integrative capabilities for NICE Engage with Microsoft Teams, empowering real-time recording as well as compatibility with a range of related applications. The latest enhancements to the pre-built CXone for Teams integration further simplify the agent experience and accelerate resolution…

Over half of one-star reviews on Trustpilot attributed to problems with delivery and returns Problems with receiving and returning products are having a major impact on customer perceptions of UK retailers, according to a new report from post-purchase technology platform HelloDone. The research, which analysed 3,000 one-star Trustpilot reviews across 150 major UK retailers, showed that more than half (55%) of customer complaints were attributed to issues with the post-purchase experience, that is from the moment a customer…

Hi Gari, please tell us about your role and the team you handle at Zendesk. As the Senior Vice President of Sales for Zendesk APAC, I lead the commercial growth of our business and the expansion of our customer base across the region. My team and I aim to engage with our customers and support them in whatever stage of growth they are at, better equipping them to build powerful and innovative customer experiences that are streamlined to their business needs. Whether it’s working with startups or large enterprises, I’m…

The Kroger Co., America's largest grocery retailer, and Ocado, a world leader in technology for grocery ecommerce, announced Phoenix, Arizona, as the latest location for a Customer Fulfillment Center (CFC). The location confirms a previous announcement stating Kroger and Ocado would construct a CFC in the Southwest Region. Kroger has partnered with Ocado to accelerate its ability to provide customers with anything, anytime, anywhere. The CFC model – an automated warehouse facility with digital and robotic…

Social media is consumed with posts of people complaining about bad customer experiences, services not meeting their expectations and being letdown. The customers network and out-reach invariable become ambassadors of negative publicity for a company's brand. Social media has given common man the power to act as a journalist and share real-time feeds of poor customer experiences. If organizations don't act fast, it leaves them open to the dreaded trial by social media, invites competitors to exploit benefits and has a…

Rollouts provides faster time to market, proven product success, and less risk SiteSpect enhances its suite of world-class optimization and personalization solutions, launching SiteSpect Rollouts. This offering provides value across the customer experience product lifecycle, focusing on specific areas of release management and feature flag testing. “SiteSpect Rollouts enables teams to easily use data to launch the products that customers want,” says SiteSpect CEO Patrick Romich. “Rollouts allows organizations to easily…

Activus Connect announced the appointment of Susie Buffam to the role of COO. Most recently, Susie has supported the company as Chief Strategy Officer. Over the course of her career, Susie has worked within such well-known public companies as Goldman Sachs, Citigroup, and RBS and several private companies, where she successfully navigated challenges with cash flow, profitability, private investors, and strategy transformations. Susie excels with helping companies rethink their approach to business, formulating plans that…

Bright Pattern replaces top cloud contact vendor with significantly better ease of use, agent experience, agent productivity, omnichannel reporting, omnichannel quality management, and reliability Bright Pattern, a leading provider of AI-powered cloud contact center software, announced that it was deployed by United Power. United Power is a member-owned, not-for-profit electric cooperative that provides electricity to more than 97,000 homes and businesses along Colorado's northern front range. United Power is committed to…

Empowers Organizations to Deliver a Seamless Consumer-Grade Experience for both Employees and Employers, From Initial Recruitment Through Offboarding Jitterbit, the API transformation company, announced Employee Experience “EX API360”, a series of new use-case-driven integration process templates and best practices designed to strengthen HR management across the entire employee lifecycle. EX API360 solutions build on Jitterbit’s industry-leading API360 framework to integrate key apps, services and platforms for applicant…

Tell us more about your HCL Commerce Fall Release and how it would help your users generate more sales and revenue in 2021? With new Content Management and new Digital Asset Management capabilities being embedded in the business user tooling, users can manage the customer experience all from one place, one tool. This ensures digital marketers and merchandisers are on the same page, can collaborate and share efficiently and effectively and drive a unified touch with the customer for increased sales and customer…

Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has announced a new partnership with SafetyCulture, a leading workplace safety and quality software provider. The partnership helps multi-unit brands uncover rich location-level insights to gain a more holistic view of the customer experience. SafetyCulture’s flagship product,  iAuditor, helps brands to enhance operations and foster high-performing, safer workplaces with easy-to-use digital…

LiveArea, a global customer experience and commerce agency, and a business unit of PFSweb, Inc.,  announced its strategic partnership with Attraqt Group PLC aligning Attraqt’s innovative artificial intelligence (AI)-powered search and personalization offerings with the agency’s end-to-end digital commerce solutions for retailers and brands. The collaboration complements an industry-wide shift to composable commerce, a development approach combining best-of-breed commerce components with custom applications built for…

Modus announces the appointment of David Kriss as the Head of Customer Experience and the newest member of Modus' senior leadership team. Kriss leads the Solutions Engineering, Solution Implementation and Customer Success teams. "We’re excited to have Dave join Modus. As we accelerate to our next level of growth, Dave deepens our commitment to the customer being the focal point of everything we do," said Orrin Broberg, CEO, and co-founder of Modus. Marketing Technology News: PlaceIQ’s Mobile Location Data Now Available…

Customer Experience has become the cornerstone of today’s digital marketing. A single bad online review can damage a business’ reputation to a greater extent. In fact, around 84 percent of people do no rely on adverts. Instead, they prefer third-party validation when making any digital purchase. With the world riding the digital wave, customer experience is going to be a top priority for the upcoming years. On the other side, it is the experience customers receive which makes them loyal, not loyalty, product, or price…

Video-powered experience leader predicts increasing demand for financial digital experiences post-pandemic More than 70% of consumers would switch to another financial institution if it provided rich media video content and information through innovative media tools, according to new research from PYMNTS and SundaySky, the leading platform for video-powered experiences. Over the course of the pandemic, people were forced to adopt digital alternatives from their financial institutions, which wasn’t always easy. More than…

Proven SaaS Go-To-Market Leader Joins CX Transformation Software Company SupportLogic, the world's first next-gen customer experience platform for customer support and service teams, has announced the appointment of Joe Andrews as Chief Marketing Officer. Andrews will accelerate market awareness of SupportLogic and help the company deliver its ambitious growth strategy in 2021 and beyond. A number of global enterprises have adopted SupportLogic, including Nutanix, Qlik, Databricks and Rubrik. Andrews brings senior…

Widen to provide premium makeup and cosmetic brand with full digital asset management capabilities Digital asset management (DAM) technology provider Widen, has announced that premium makeup and cosmetic brand By Terry, has selected Widen for the provision of a DAM solution. The partnership will see By Terry implement Widen’s DAM software, the Widen Collective®, to accelerate and expand the digital reach of the cosmetic brand. By Terry’s strategic move to digitally transform its technology and processes is well-timed with…