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customer experience

Genesys Messaging with WhatsApp Simplifies Communication Between Businesses and Consumers

Powerful contact center solution from leader in customer experience helps organizations connect every interaction across voice, email, chat and messaging Vodafone Germany is now using WhatsApp, SMS and another top business messaging platform supported by Genesys, the global leader in cloud customer experience and contact center solutions. With Genesys Messaging, 1,500 of the company's agents can connect easily and intuitively with customers on this growing channel, which already averages 300,000 monthly interactions.…

Checkpoint Systems Partners with JCPenney to Provide Enhanced Shopping Experience

Checkpoint Systems, a global leader in retail technology solutions recently partnered with JCPenney on its reimagined Brand-Defining Store in Hurst, Texas, that delivers an improved customer experience to shoppers. The new Styling Rooms at the Hurst store are equipped with Checkpoint's InterACT Fitting Room solution and JCPenney Style @ Your Service technology. Checkpoint's InterACT Fitting Room solution provides an interactive in-store experience to customers requiring assistance.  The solution allows customers the…

VARIDESK Chooses Qualtrics CoreXM to Gain Greater Insights into Experiences that Impact their Business

Qualtrics, the leader in customer experience and creator of the experience management category, announced that VARIDESK has selected Qualtrics CoreXM™ to gain deeper insights into experiences that impact their business. Marketing Technology News: Zix Corporation Adds Marcy Campbell to Board of Directors CoreXM is the foundation of experience management and the most complete and trusted insight solution on the market. Organizations can start their XM journey using CoreXM to tap into the right listening channels, gather…

MarTech Primers: Customer Service Versus Customer Experience

Forrester’s report on the Customer Experience Index states that the top 20% of brands investing in customer experience recorded a higher stock price growth and achieved greater returns. Companies focus on mitigating pain points to prevent reputational risks  - dedicated support, personalized services, and 24/7 assistance are a few measures that they adopt. Customer service is one component of the elements shaping up the overall customer experience. In this blog, we shall highlight the major differences between the terms…

Rakuten Ready ROI Study Reveals The Fastest And Most Profitable QSR Order Channel

Rakuten Ready, the mobile Order for Pickup technology leader defining the future with solutions that deliver a superior in-store experience, unveiled their inaugural Rakuten Ready 2020 ROI Study to understand how and why to shift the order mix to Order for Pickup, and why utilizing the right technology will improve both profitability and the customer experience. Secret shoppers visited Burger King, Chick-fil-A, McDonald's and Taco Bell locations in 30 cities to place in-person orders. The Rakuten Ready ROI Study showed…

CleverTap Named One of Forbes’ Best Startup Employers 2020

User Engagement and Retention Leader Recognized by Forbes for Employer Reputation, Employee Satisfaction, and Company Growth CleverTap, a leading AI-powered customer lifecycle and user retention platform, announced it has been recognized as part of Forbes' inaugural list of America's Best Startup Employers for 2020. Forbes and Statista, Inc., the world-leading statistics portal and industry ranking provider, conducted an independent evaluation of 10,000 companies that qualified for analysis. CleverTap is one of 500…

Vonage Brings Together Forward-looking Business Leaders to Discuss the Future of Communications in Dubai

Vonage Brings Together Forward-Looking Business Leaders to Discuss the Future of Communications in Dubai Vonage, a global business cloud communications leader, returned to Dubai with another evening of Vonage Socials, an exclusive thought leadership event for local tech and business leaders held this year at the Four Seasons Resort at Jumeirah Beach. “We are excited that some of the most innovative companies in the Middle East, in banking, retail tech, telehealth, and more, are leveraging Vonage products and services…

Neustar Significantly Multiplies IP Geolocation Data Accuracy for Compliance, Risk, and Security Use Cases

UltraGeoPoint expands the global data collection network and advanced machine learning algorithms to provide geolocation data on over 99.99% of all routable IPv4 and IPv6 addresses Neustar, Inc., a global information services and technology company and leader in identity resolution, announced significant enhancements to its market-leading IP address geolocation service, UltraGeoPoint, (formerly known as IP GeoPoint) to help customers meet regulatory compliance requirements, strengthen network security and reduce risk…

Masergy Wins Stevie Award for Sales & Customer Service

Sixth Consecutive Stevie Award Validates Unparalleled Customer Experience Masergy, the software-defined network and cloud platform for the digital enterprise announced it was recently presented with a Silver Stevie Award in the “Customer Service Success - Technology Industries” category in the 14th annual Stevie Awards for Sales & Customer Service. This is the sixth year in a row that Masergy has received a Stevie Award, validating its customer-first approach to service. The Stevie Awards for Sales & Customer…

Daily MarTech Roundup: Latest News, Insights, Funding and Updates

Today’s Daily MarTech Round-up covers the latest in Cloud, Marketing Analytics, Automation, Customer experience AI and ML announcements from Lloyds Banking Group, Lingo Communications, Binumi Pro, OpenText, ENGIE, Uber, and Talend. Lloyds Banking Group Collaborates with Google Cloud Google Cloud announced that Lloyds Banking Group, the UK-based financial institution that serves 26 million customers, will collaborate with Google Cloud to help drive its digital evolution and overall cloud transformation program. As part of…

Talkdesk Announces Guide to Transform Customer Experience With Knowledge Base Innovation

Talkdesk 20-in-20 program continues with product #5 of 20, a new and innovative approach to knowledge base solutions Talkdesk, Inc., the cloud contact center for innovative enterprises, announced Talkdesk Guide, an intelligent knowledge base that transforms the way businesses organize and provide information to their agents and customers. Powered by artificial intelligence (AI) from Talkdesk iQ, Guide seamlessly integrates information from disparate systems into one cohesive customer experience (CX) solution. Through…

InMoment Included on 2020 Shatter List for Helping Break Glass Ceiling in Technology

InMoment recognized by Women Tech Council list for its global efforts building an inclusive culture and other measures that transform technology culture In honor of International Women’s Day, InMoment announced it has been named on the Women Tech Council (WTC) 2020 Shatter List, a recognition of companies with active measures that help break the glass ceiling for women in technology. Each of the companies on the 2020 list was chosen based on their development and successful implementation of measures that create…

KMS Lighthouse Listed on KMWorld’s 100 Companies That Matter in Knowledge Management in 2020

Enterprise employees and call centers agents get the right answers in seconds via KMS Lighthouse's solution including powerful natural language search and AI KMWorld has named KMS Lighthouse on its annually published list, "KMWorld 100 Knowledge Management Companies That Matter in 2020," showcasing companies that meet changing knowledge management requirements. "Knowledge management software and services providers are embracing a fresh wave of technological innovation to address heightened expectations — among both…

ENGIE Improves Customer Experience with Genesys Cloud

Unifies customer experience across multiple contact centers to improve customer satisfaction ENGIE France BtoC innovates daily to become the global leader in low carbon energy and services. To deliver the efficient, tailored experience its customers need, ENGIE replaced multiple legacy, on-premises technologies with the single, all-in-one solution from Genesys, the global leader in cloud customer experience and contact center solutions. Today, several thousands of customer service representatives in four different…

TechBytes with Bill Swift, EVP and CTO at Brierley+Partners

Hi Bill, tell us about your role and the team/technology you handle at Brierley. I’m the CTO at Brierley and my primary responsibilities are product direction/strategy/development, sales presentations, global expansion, partnerships, client delivery, and ongoing support. In terms of the technology I handle in my role, I focus on transformation initiatives. Specifically, product architecture, client delivery models, organization/team structure, methodology, automation, and employee satisfaction and growth. How much has…

Lloyds Banking Group Collaborates with Google Cloud

Google technology chosen for bank's public cloud transformation Google Cloud announced that Lloyds Banking Group, the UK-based financial institution that serves 26 million customers, will collaborate with Google Cloud to help drive its digital evolution and overall cloud transformation program. As part of Lloyds Banking Group's commitment to invest £3 billion to transform itself for success in a digital world, this five-year strategic collaboration will see Lloyds Banking Group deploy a number of Google Cloud services…

Lazydays RV Appoints Tom Peterson Chief Marketing Officer

Lazydays, The RV Authority, announces that Tom Peterson has joined the Company as its Chief Marketing Officer (CMO). Mr. Peterson joins Lazydays from Youfit Health Clubs, where he was CMO. Prior to Youfit Mr. Peterson served as CMO of Ovation Brands and The Krystal Company, both are large operators of restaurant chains.  He also served as CMO at Aaron's Inc., the nations largest consumer durable goods leasing company. Marketing Technology News: Alder Home Security Selects PX to Centralize Customer Acquisition Efforts…

MarTech Primer: What is Net Promoter Score

Net Promoter Score, or NPS, measures customer experience and predicts business growth. A core metric to measure customer experience management programs, it has transformed the ways of doing business across the globe. The score ranges from -100 to 100; this index measures if customers are willing to recommend business products or services. It tracks the satisfaction levels and customer’s brand loyalty. What Is a Good NPS? Global standards maintain an NPS score of 0 and above is ‘Good’, 50+ is termed as ‘Excellent’ and 70 or…

MarTech Primers: Inbound Sales Vs Inbound Marketing

Sales and Marketing - two departments always in conflict about demarcating their specific roles and responsibilities. Being an Inbound Marketer and a Specialist in Content Marketing, I can very well understand the root cause of this problem. Many companies do not differentiate between these two functions. Over and above that, many companies have a single team to perform both. Too much of bashing, isn’t it? Let us focus on the topic i.e. how is Inbound Sales different from Inbound Marketing and how these two functions can…

Cyara Automated CX Assurance Platform Recognized with Cloud Computing Excellence Award

Cyara’s cloud-based approach enables enterprises to automate the testing and accelerate the development of innovative customer journeys that delight customers Cyara announced that TMC, a global integrated media company, has named the Cyara CX Assurance Platform a 2019 Cloud Computing Excellence Award winner, presented by Cloud Computing magazine. The award recognizes companies that have most effectively leveraged cloud computing in their efforts to bring new, differentiated services and solutions to market. “Recognizing…