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customer experience

Where Do Marketing Teams Fail with Customer Experience Efforts?

A majority of Marketing leaders agree that the delivery of contextual customer experience remains the top priority for them. However, even after delivering customer experience, Marketing campaigns fail to truly appreciate customer acquisition, loyalty, and retention. In a highly-competitive subscription-based economy, we can see customer experience becoming the new-age currency of every B2C and B2B relationship. A moderate increase in Customer Experience generates an average revenue increase of $823 million over three years…

Qualtrics to Double the Size of Utah Co-Headquarters, Creating 1,000+ New Tech Jobs; Expansion Includes 40,000 Square Foot On-site Daycare…

Expansion will bring Qualtrics’ Utah campus to 355,000 square feet, including two new parking structures and a three story outdoor terrace equipped with conference areas, meeting spaces, and views of the 6-acre gardens Qualtrics, the leader in customer experience and creator of the experience management category, announced they are doubling the size of their Provo, Utah co-headquarters and will be adding more than 1,000 new jobs in the region over the next five years. Qualtrics also announced they are launching an on-site…

Artificial Intelligence in Restaurant Business

Artificial Intelligence (AI) has paved a new way for innovations that have transcended any other technology’s impact on society. Influencing and becoming a critical aspect of many industries, AI has become an important asset to possess. The restaurant business is no stranger to AI either. AI for restaurant business has seen a huge surge in terms of demand and necessity in the past decade. The implementation of AI for businesses has shown strongly about how big of a positive impact AI can provide. Following the suit,…

Mitchells & Butlers Serves Better Business Results With Dynatrace

Software Intelligence Platform Used to Optimize Pipeline Conversion in Real-Time, Increase Bookings and Order-At-Table Revenues Software intelligence company Dynatrace announced that Mitchells & Butlers, one of the UK’s largest operators of pubs, restaurants and bars, has selected Dynatrace® to help drive better digital experiences, and ultimately increase revenue. M&B is using Dynatrace to both monitor and optimize the performance of their digital channels, and at the same time combine this data with business…

Verint’s Unified VoC Solution Named Winner in 2019 Digital Innovation Awards

Recognized as Best and Most Innovative Solution for Customer Engagement Excellence in Ventana Research’s 12th Annual Awards for Technology Pioneers Verint Systems Inc., The Customer Engagement Company, announced that its Unified Voice of the Customer™ (VoC) product has won a Digital Innovation Award for 2019 from Ventana Research. Unified VoC, part of the Verint Experience Cloud, took first place in the Customer Excellence category, which honors a technology vendor that best exemplifies innovation in applications and…

Airship Appoints Michael Lavoie as Senior Vice President of Customer Success

Seasoned Global Martech Services Leader and Multichannel Marketing Expert Lavoie Joins Airship’s Executive Team Customer engagement company Airship announced Michael Lavoie has joined its executive leadership team as its senior vice president of customer success. In this role, Lavoie will lead Airship’s global customer success team with responsibility for all post-sale customer relationships and the delivery of all services provided to Airship’s customers. He will report directly to CEO and president Brett Caine. “Across…

Six Trends Transforming Customer Experience in 2020

Customer behaviors and expectations evolve quickly. To differentiate themselves, companies have to continuously adapt their strategy. The need to provide outstanding customer service has never been greater than now - customers used more digital channels than ever before and expect seamless journeys through their transactions, even when switching between those channels. So, how do you stay ahead of the competition in 2020? What are the new expectations of customers? Here is our take on the essential trends to consider in…

RS Components harnesses Confirmit Text Analytics to Drive Action

Enhancements to Customer Experience Strategy Drive Improvements at Every Stage of the Customer Journey Confirmit has announced that RS Components (RS), a global multi-channel provider of industrial and electronic products and solutions, has expanded its highly successful strategic Voice of the Customer (VoC) program, underpinned by Confirmit Horizons, with the addition of the Confirmit Genius text analytics solution. The enhanced approach spans the full buying journey to build a clear – and actionable – picture of the…

Vendasta Introduces Sentiment Analysis to Review Management Product

Artificial intelligence tool demystifies customer review trends online Vendasta partners now have the ability to better understand customer experiences through Reputation Management’s new sentiment analysis functionality. The natural language processing technique uses AI to identify and extract critical words and phrases from customer reviews. The result is a collective understanding of whether a business is succeeding or failing. Businesses can use the information to uncover trends, understand how customers in certain…

Business Reporter: Why it is critical for an Entire Organisation to Respond to Customer Feedback

The secret to effectively reacting to customer feedback is to involve the whole organisation, especially at low levels, says Critizr. It often feels like there is a big gap between customer feedback left online, and the actions taking place on the shop floor. This gap must be bridged in order to improve customer experience. According to Douglas Mancini, VP Sales EMEA at Critizr, "Customer feedback helps you to design your customer experience." A huge 88 per cent of consumers consult feedback before purchasing.…

Petco Selects TCS Optumera™ to Drive its Intelligent Merchandising Strategy

Tata Consultancy Services' Merchandise Optimization Suite to Help Petco Localize and Right-size Store Spaces and Curate Shopper-centric Omni-channel Experiences Tata Consultancy Services (TCS), a leading global IT services, consulting, and business solutions organization, has been selected by Petco, America's leading pet specialty retailer, to deploy TCS Optumera™, an AI-powered merchandise optimization suite. TCS Optumera leverages the power of AI and machine learning to localize and right-size store spaces, curate…

FinancialForce Receives Top Honors for Professional Services Automation and Accounting Software from G2

For the Second Consecutive Year, Financialforce Is the #1 PSA Leader Recognized by G2 FinancialForce, the #1 Enterprise Professional Services Automation (PSA) and the only customer-centric ERP (CCERP) cloud solution, has been named a Leader in G2's latest Main (overall market) Grid, Enterprise Grid, Mid-Market Grid, Small Business Grid and Momentum Grid reports for Professional Services Automation. FinancialForce has also been named a leader in G2's Mid-Market Grid report for Accounting. G2 recognized FinancialForce…

The Best CX Metric Déjà Vu

Having seen a number of articles/heard a resurgence of opinions recently arguing for/against different CX metrics yet again, it’s time to clear my throat and assertively scream once more. The best CX metric is that which best explains the customer behaviors you are trying to motivate and the business outcomes you want to drive. This isn’t mere metric agnosticism. I’m not shrugging my shoulders and saying it doesn’t matter or I don’t care what metric is used. It’s empiricism. The best metric can only be determined by…

MarTech Interview with Ally Lynch, SVP of Marketing at project44

"Marketing leaders need to keep in mind that, in an AI-Centric world, their AI is only as good as the amount and quality of their data." Could you tell us about your role and the team/technology you handle at project44? As Senior Vice President of Marketing at project44, my team and I are tasked with educating companies on how the project44 Advanced Visibility Platform can show them exactly where their shipments are, and what condition they are in, during every step of their journey. Supply chain visibility is a new…

Create Independent Thinkers Not Insight Bottlenecks

Data is the backbone that powers some of the most innovative and creative companies on the planet. The ability to harness data to create actionable insight is an essential tool that companies of all sizes need to adopt to stay ahead of the curve. Ensuring that their business strategy is backed up by insight, rather than guesswork is often the difference between success and failure in today’s fast-changing marketplace. Despite this, achieving a data-driven approach is easier said than done. Some of the world’s leading…

TechBytes with Adi Kuruganti, GM, Community Cloud and SVP, Products B2B Commerce at Salesforce

Could you tell us about your journey in technology and how you started at Salesforce? When I was in business school at the Kellogg School of Management, I discovered that I loved solving real-world problems and I wanted to apply my background in engineering to solving them. Since joining Salesforce 14 years ago, I’ve been taking new products to market across the entire Salesforce platform to help our customers grow their businesses. I worked on Sales Cloud and our launch of partner relationship management (PRM). Then, I…

MarTech Interview with Ben Harris, CEO and Co-Founder at Decibel

"C-suites everywhere are making digital customer experience a business priority, because if it’s not perfect, customers are less likely to convert." Hi, Ben. Congratulations on your latest funding. Tell us about your eventful journey through the decade and how you managed to take the company to its recent position. The journey really began for me during the dot com era when I realized my friends, who were starting businesses, were struggling to navigate the fragmented world of Marketing. I had the idea to cut it…

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,…