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customer experience

On Alexa’s 5th Birthday, What Does Voice Need to Do If It Wants to Grow Up

What does Marmite sound like? Should its voice be as divisive as its taste? Do brands borrow a celebrity voice, and does the Voice change depending on the age, region, or even occupation of the people it’s speaking to? These questions probably don’t feature as part of your breakfast routine, but it’s more pertinent than you may think. This month marks five years since Amazon’s Alexa was born; it also marks the rapid rise of Voice-enabled brand interactions. Alexa has made Voice ubiquitous for consumers, and therefore,…

5 Travel and Luxury Brands that Use Technology for Customer Experience

Customer Experience is the crux of any business’s functioning. With the advent of technology, there are many new solutions to the age-old problems that are being easily resolved. Customer experience might have its importance in every industry on a varying level, but for luxury and travel brands, it is always the top priority. Luxury and travel brands are hence, obliged to use customer feedback software to meticulously analyze the customer data, and work on it to improve customer experience (CX). The usage of various CX…

Atento Wins the 2019 Customer Experience Banking Report Award in Brazil

The company won this award with a case developed in partnership with Stelo, Cielo's payment solutions company Atento S.A., the leading provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, and one of the top five providers worldwide, won the 2019 Banking Report Award in the Customer Experience category in Brazil, with a case developed in partnership with Stelo, Cielo's payment solutions company. Dimitrius de Oliveira, Atento Brazil Regional Director, said,…

Qualtrics Announces Game Changing Technology that Helps Organizations Develop a Culture of Experience Management––Automated Customer Alerts…

Announced innovations drive momentum toward helping businesses move beyond legacy data measurement, to an experience-oriented culture centered on taking action and improving experiences Qualtrics, the leader in customer experience and creator of the experience management category, today announced a collection of groundbreaking capabilities that strengthen every area of Experience Management (XM). New innovations enhance Qualtrics CustomerXM™, EmployeeXM™, ProductXM™, and BrandXM™ by placing customer alerts and recommended…

MindTouch Enhances Salesforce Integration for an Improved Customer and Agent Experience

Integration Offers Salesforce Customers Faster Access to the Right Knowledge from within Salesforce Service Cloud or Community Cloud MindTouch, a leading provider of enterprise-grade, AI-powered knowledge management solutions, has enhanced its Salesforce integration to provide a better customer experience and drive measurable return on investment for contact centers. MindTouch has enhanced its Salesforce integration to provide a better customer experience and drive measurable return on investment for contact centers by…

New Vice President Joins Bond to Lead Expansion of Data and Analytics Practice

Francis Silva to Lead Team and Evolve Offerings as Demand Soars for Complex Analytics and Data Management Services Bond Brand Loyalty, a global customer experience and loyalty management company, has appointed Francis Silva to the newly created position of Vice President of Data and Analytics. In his new role, Silva will lead Bond’s analytics practice and a team of data scientists, business analysts, and decision science experts—which has doubled in size as demand soars for innovative and more sophisticated services, tools,…

Qualtrics Announces 200 Additional Tech Jobs in the Dallas Area

The fast-growing experience management company serves more than 450 organizations across the state of Texas and will triple its employee count in the region  Qualtrics, the leader in customer experience and creator of the experience management category, announced a new 40,000 square foot Dallas-area office and the creation of 200 new tech jobs in the region. Qualtrics will triple the number of their employees in the area with jobs including sales leaders, account executives, customer success, recruiting, and development…

Stefanini Revolutionizes Chatbot Market and Launches Sophie SaaS to Compete with Global Players

The Multilanguage-Trained AI Platform Is 85% More Efficient Than Any Other on the Market Partnered with Stefanini, a $1B global IT provider with locations in 41 countries, IDG, the world’s leading technology media, data and marketing services company, conducted a recent survey about how cognitive  technologies will transform the customer experience. The study  shows that more than 70 percent of the 108 respondents are already using cognitive technology for one or more purposes, and 63 percent plan to implement it in the…

Ingram Micro Strengthens Strategic Focus on Rapidly Growing Cloud and Commerce & Lifecycle Services Businesses

CEO Alain Monié to Spend Additional Time Focusing on Driving Exponential Growth in Cloud and CLS; Paul Bay Named EVP & President Global Technology Solutions with Mandate to Build Further on Company’s Well-Established Industry Leadership Position Ingram Micro Inc. announced it is further strengthening its strategic focus on its rapidly growing Cloud and Commerce & Lifecycle Services (CLS) businesses. Beginning in January 2020, Ingram Micro CEO Alain Monié will dedicate additional time to work even more closely with…

Acquia to Acquire Customer Data Platform AgilOne to Deliver More Powerful Customer Experiences based on AI

Unifies customer data from disparate platforms; drives personal experiences across every channel Acquia announced that it has signed a definitive agreement to acquire AgilOne, the leading customer data platform (CDP) for enterprises, to further deliver on its vision of providing open digital experiences. AgilOne brings valuable new capabilities to Acquia’s Open Digital Experience Platform, which harnesses the power of customer data and artificial intelligence (AI) to understand, acquire, and engage with customers.…

MarTech Interview with Brian Walker, Chief Strategy Officer at Bloomreach

"Today’s Marketing and Technology leaders have got to get serious about using their data to drive better customer and business outcomes." Could you tell us about your role and journey into Technology? I’ve spent the past 20+ years in the digital commerce space, being fortunate in that time to play many different roles on all sides of the table. I started out being a part of the team that launched one of the first large-scale online apparel businesses, spent time at Amazon and Expedia early on, led commerce technology…

Booz Allen Hamilton and Qualtrics Collaborate to Create a New Standard for Federal Experience Management

One of the leading management and technology consulting firms for the public sector will combine their world-renowned services with Qualtrics’ experience management technology to reimagine how federal agencies deliver customer and employee experiences Qualtrics, the leader in customer experience and creator of the experience management (XM) category, announced that Booz Allen Hamilton will join the Qualtrics Partner Network. Booz Allen is a global technology and management consulting firm with mature digital…

Oracle Launches CX Unity to Unify Advertising and Marketing Worlds

Powerful New Integrations Within CX Unity Help Brands Use Data to Create and Deliver Tailored Experiences to Known and Unknown Customers To help organizations create experiences that build, protect, and differentiate their brands, Oracle announced powerful new updates to its enterprise-class customer data management (CDP) platform. By bringing together customer data from marketing and advertising systems, the latest updates to Oracle CX Unity enable organizations to provide personalized and contextual experiences across…

Oracle Takes Data-First Approach to New Customer Experience Innovations

Updates Across Oracle CX Cloud Help Brands Unify Customer Data, Personalize Interactions and Win More Business To help brands ensure that each and every customer interaction is data driven, Oracle announced a series of new data-first updates across Oracle Customer Experience (CX) Cloud. The latest updates include new digital assistants for sales, customer service and marketing professionals, new data enriched B2B sales capabilities, and new industry solutions for telecom and media, financial services, and public sector.…

Confirmit Announces AI-Driven Digital Experience Solutions

Confirmit has announced a tranche of new features to its Confirmit Horizons platform. Together, they provide a seamless digital experience that delivers richer insights from Customer Experience and research programmes. The latest innovations simplify the challenges of understanding and acting on digital feedback. The major developments include new partnerships with Brandwatch and Tealium, a new Digital Feedback module for easily configuring web and app intercepts, and enhanced, AI-driven text analytics. This combination…

Verint Wins Trifecta of 2019 Awards for Solutions That Improve CX, Compliance

Recognized for ‘Leading the Way in Customer Service,’ Verint’s Solutions Cited for Innovation, Helping Companies Deliver World-Class Customer Experience Verint Systems Inc., The Customer Engagement Company, announced it has won top honors in three global award competitions for 2019. The awards recognize excellence in technology that helps organizations effectively balance customer experience and operational efficiency. “Best New Product or Service for Contact Center” Verint Wins Technology of the Year Honor in…

Sabio Group Strengthens Leadership to Support Accelerated Growth

Sabio Group has strengthened its leadership team to support the company’s goal of becoming a dominant player in the Customer Experience market. #CX and #contactcenter tech leader @SabioSense appoints new #CEO To further accelerate its core strategy, Jonathan Gale has been appointed as Sabio Group CEO where he will lead the ongoing development, communication and execution of a clear and compelling strategy for Sabio for the next stage of its journey. Jonathan brings over 30 years’ experience in the SaaS technology…

MapsPeople Partners with VenueNext to Create the Future of Customer Experience

MapsPeople is pleased to announce its strategic partnership with VenueNext to create world class customer experiences. By combining MapsPeople’s user-friendly indoor navigation platform, MapsIndoors, with VenueNext’s mobile commerce utilities, visitors will have everything they need in the palm of their hand to explore and engage with the venue in a single location. "Consumers today demand to have all they want and need at their fingertips,” says Cailen Wachob, Executive Vice President of Sales, Retention, Marketing &…

WebEngage Partners with Infobip to Provide WhatsApp as an Engagement Channel

The Launch of WhatsApp Reinforces WebEngage’s Omnichannel Capabilities with a Total of 8 Communication Channels on Offer WebEngage, a full-stack marketing automation platform, recently released WhatsApp as the latest channel of engagement for its users. The company has partnered with Infobip, a global business cloud communication platform with omnichannel expertise to bring Whatsapp as a means of engagement for digital consumer businesses. With over 1.6 billion monthly active users, WhatsApp is the most popular…

VoiceFoundry Announces Collaborative Partnership with SynchroNet

A holistic approach to customer and agent interactions, leveraging AWS services VoiceFoundry, a provider of enterprise cloud-based contact center solutions with a unique focus on customer engagement and SynchroNet, a pioneer in delivering virtual desktop solutions, announced a collaborative partnership to drive a new level of customer and agent engagement. The partnership aligns two specialty Advanced Consulting Partners in the Amazon Web Services (AWS) Partner Network (APN) that have a singular focus of delivering…