Browsing Tag

customer experience

Using Conversational AI to Improve Customer Experience

Customer experience should be top-of-mind for any customer-facing business in the digital age. But as consumers increasingly take their interactions with brands online (and into the chat channel), how is it possible to keep up with their demands while providing a level of satisfaction on-par with what they have come to expect from human interaction. In a recent report, Gartner predicts that as soon as 2020, 40% of users will primarily interact with new applications that support conversational UIs with AI. By 2022, it is…

World of Books Deploys StaffConnect’s Mobile Employee Engagement Platform to Keep Its Deskless Workforce Well-Connected and Ensure Ongoing…

Global Online Used Bookseller Leverages StaffConnect for Two-Way Communication Across its Entire Workforce to Share Company Vision, Best Practices and Values of Having a Positive Impact on the Planet StaffConnect, the leading provider of mobile employee engagement solutions for the deskless workforce, announced today that one of the world’s largest online sellers of used books, World of Books, has deployed StaffConnect’s platform to keep its workforce well-connected and up-to-speed to achieve its vision of becoming the…

Taking the Sales Approach to Marketing – Part 2

During my recent “thought leadership” presentation for Women In Revenue, I was able to hone in on how my Sales background helped me challenge the status quo of Marketing. Specifically, I unearthed my successes, failures, and lessons along the road to CMO, which gave me some unique insight. In part one, we broke down how taking a Sales approach to Marketing helps you focus on the right accounts, avoid single-threaded leads, and create a great customer experience. Now, let’s dive into how it can empower you to connect with…

kulula.com Partners with Sabre to Reinvent the Airport Experience

Kulula.Com Customers to Enjoy Seamless and Personalized Check-In Following Implementation of Sabre's Digital Workspace As an airline at the forefront of innovation, South African carrier kulula.com is reinventing the airport experience for its customers, with the implementation of Sabre's new Digital Workspace solution. Digital Workspace, Sabre's first completely cloud-based solution, will enable airport agents to deliver a seamless and personalized airport experience to customers. This solution equips agents with…

Oracle Digital Sales Teams Leverage Technology to Enhance Customer Experience

New report from Nucleus Research highlights benefits of Oracle’s sales training and deployment of CRM tools Nucleus Research has published a research note showing Oracle has adapted to new technologies to cultivate a digital sales team that efficiently navigates the landscape of informed, tech-savvy customers. A Nucleus analyst recently spent the day with Oracle’s Digital Sales group for Customer Experience (CX) in Santa Monica, California, studying how the office, comprised mainly of millennials, capitalizes on its…

Oracle and Deloitte Help Brands Realize the Potential of Customer Data Platforms

Collaboration will help brands combine data and decisioning to deliver more personalized and contextual experiences across the customer journey Oracle and Deloitte Digital are teaming up to help brands make every customer interaction matter. By bringing together enterprise-class Customer Data Platform (CDP) capabilities and demonstrated technology and business expertise, Oracle and Deloitte Digital will help brands deliver personalized and contextualized experiences in real time and at scale across the entire customer…

Sinch Strengthens SaaS Offering with myElefant Acquisition

Sinch AB (publ), a global leader in cloud communications for mobile customer engagement, has entered into a definitive agreement to acquire myElefant SAS for an upfront cash consideration of EUR 18.5 million with an additional cash earnout of up to EUR 3 million within two years if certain gross profit targets are met. Founded in Paris in 2010, myElefant has built a cloud-based software platform for mobile engagement using rich, interactive messaging. Its low-code design tools let businesses create immersive media…

What is Deloitte’s New Public Data Visualization Tool All About?

Recently, global Advisory firm Deloitte launched the world's most advanced public Data Visualization tool. Deloitte's Open Source Compass (OSC) is intended to help C-suite leaders, Product Managers, and Software Engineers grasp the ever-expanding gap between Open Source technology development and its enterprise application. The new public Data Visualization tool provides insights to inform key business decisions based on developer's talent, coding algorithms, and visualization techniques refined with AI, Machine Learning,…

Customer Experience is Field Service’s Biggest Challenge. Here’s What You Can Do About It

Salesforce's recent acquisition of Clicksoftware illuminates an important point: Customer relationships and field service have more in common than some may think. As competition becomes increasingly fierce, building relationships and delivering the best experience for your customers becomes a way to stand out in a crowded field. Technology has enabled a level of process and transaction transparency and convenience that the customer now expects. According to a Getapp survey, more than half of field service businesses…

Casey’s General Stores Looks to Uncover Customer Insights and Expand Loyalty with Smg’s Customer Experience Management Solution

Service Management Group (SMG), a global customer experience management, employee experience and brand research partner to more than 500 brands, has announced a new customer experience management (CEM) partnership with Casey’s General Stores. The nation’s fourth largest convenience store chain chose SMG for its category expertise and industry-leading professional services. Casey's is a Fortune 500 company that operates 2,100 convenience stores in 16 states across the Midwest. Seeking to measure the in-store experience and…

Business Leaders and Tech Experts Discuss Role of AI in India’s BFSI and NBFC Sectors

World AI Show (BFSI and NBFC) in Mumbai explored real-world industry use-cases and adoption challenges. India, which flaunts the fifth largest economy and a growing pool of AI pundits is proliferating the usage of AI in Banking and Financial sectors. To expedite the process, the leaders of Indian BFSI and NBFCs met at the World AI Show in Mumbai on Friday to discuss the full enterprise potential of AI use-cases. The mega event was the 11th global edition of World AI Show hosted by Trescon. It focused on business…

SugarCRM Unveils Radical New Approach for Driving Revenue Analytics

Cutting-Edge Technology Acquired via Corvana Gives Customers Early, Actionable Insights and Trend Analysis SugarCRM Inc., a company that helps organizations deliver exceptional customer experiences, announced Sugar Discover, a sophisticated analytics solution acquired from Corvana, a leader in advanced CRM Analytics that provides insights to even the most complicated revenue analytics questions, accurately and fast. Sugar customers can look forward to automating 24/7 monitoring of CRM data, detecting events, feeding users…

The Top Four Messaging Channels in Customer Care and How to Select the Right One

As part of customers’ communications shifting to digital, messaging is one of the fastest growing channels: 67% of people now expect to use messaging apps to talk to businesses. To accompany this trend, GAFAs are opening new business messaging channels such as WhatsApp Business Solution and Apple Business Chat. While they may look similar at first glance, each of them have their specifics in terms of user base, features, entry points… We have gathered the top 4 messaging channels to help you understand their specifics…

New PagerDuty Solution Lets Companies Get Ahead of Customer Issues by Unifying Customer Service, Engineering and IT Teams

New partnerships and integrations with Zendesk and Salesforce enable companies to automatically coordinate response between traditionally siloed teams to deliver better customer experiences PagerDuty, Inc., a global leader in digital operations management, announced PagerDuty for Customer Service to empower front-line customer service agents to solve issues faster and deliver better experiences to their customers. The solution, which consists of new partnerships and two-way integrations with Zendesk and Salesforce…

Flipkart tops Forrester’s Customer Experience Index India Rankings

Forrester’s CX Index methodology was used to benchmark the CX quality of 39 brands in six industries Walmart's acquisition of Flipkart seems to be working for the e-commerce company as it has emerged as the top brand in the digital retailer's category in Forrester's Customer Experience Index (CX Index) India rankings for 2019. Shoppers Stop, Toyota Kirloskar and HDFC Bank are among the top four brands that have scored high on the overall index. Based on a survey of more than 10,000 customers in India in 2019,…

Op-Ed: The Responsibility of Data Democratization

Technology has an immensely influential power on the construct of society in the form of how we work, live and play. Therefore, innovators and experts in the space have an inherent responsibility and moral compass to uphold. Data Democratization is a prime example, removing barriers and gatekeepers to valuable information. Done properly, a democratized approach to data gives people an opportunity to have a greater impact on their jobs, be more knowledgeable and make better decisions. In many cases, it opens up entirely…

Informatica Hosts Virtual Launch Event Focused on Helping Customers Modernize and Transform Their Enterprises With AI, Data and Cloud

Informatica Hosts Virtual Launch Event Focused on Helping Customers Modernize and Transform Their Enterprises With AI, Data and Cloud Informatica, the enterprise cloud data management leader, is hosting a virtual launch event on September 24 focused on helping businesses implement a faster path to cloud analytics, support AI programs with trusted data, operationalize data privacy and manage regulatory compliance initiatives, and enhance the customer experience with consent-based engagement. The virtual launch event…

Cerebri AI launches Cerebri Values CX v2

New and patented AI platform driving superior engagement and financial results   Cerebri AI, announced the official launch of its second-generation Cerebri Values Customer Experience platform (CV/CX v2), which is now in the hands of customers and in full production.    CV/CX v2 is a total revolution in measuring customer engagement and uses engagement values to drive financial results – up-selling, cross-selling, managing churn and risk – the list of customer-focused key performance indicators (KPIs) is endless.  CV/CX v2…

Rightpoint Expands Cloud Infrastructure Offering

Adds cloud readiness and adoption, identity and access management and modern DevOps Rightpoint, the independent customer experience agency with technology at its core, announced the launch of its expanded cloud infrastructure practice, which allows clients to build scalable, performant and secure public and hybrid cloud systems. By adding to this capability, Rightpoint can now help clients navigate cloud hosted environments and provide identity management and security. Digital transformation is at the core of Rightpoint’s…

Frost & Sullivan Profiles Bright Pattern As Top-Performing Global Cloud Contact Center Provider

Bright Pattern, Leading Provider of Omnichannel Cloud Contact Center Software for Innovative Enterprises, Profiled by Frost & Sullivan as Top-Performing Cloud Contact Center Provider Bright Pattern announces recognition from Frost & Sullivan as a top-performing cloud contact center provider in the 2019 Contact Center Buyers Guide. Frost & Sullivan assessed the capabilities of the top cloud contact center providers and chose vendors based on the company's strength of vision and ability to execute.…