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customer experience

Zendesk Singapore Expands Global Engineering Role to Develop New Service-First CRM Offerings

Zendesk Chat Sees 40 Percent Year-On-Year Growth of Completed Chat Interactions Globally, With the Team Now Expanding Its Role to Drive Development of the New, Innovative Agent Workspace Zendesk Singapore, the APAC headquarters for the global service-first CRM company based in San Francisco, has played a pivotal role in the global development of new features of the expanded Support Suite announced, that enables companies to take a conversational approach to customer experience regardless of channel. The Singapore…

Consumers Are Intrigued By 5G, But Need More Than Just Speed Reveals Research From MATRIXX Software

Consumers want more than just another G: more flexible pricing, expanded digital engagement and customer-centricity are imperative to achieve 5G success MATRIXX Software, an innovation powerhouse committed to transforming global commerce, released the results of a consumer and operator research study. The findings reveal that the benefits of 5G are not widely understood by consumers and that communication service providers (CSPs) will need to solve existing pain-points and entice customers with new experiences to…

$5 Billion by 2020: How OTT, CTV, and Video Formats Build the Future of Advertising

Summarizing experiences and outcomes of conferences that were held last month by IAB ALM and CTV Roundtable, I can pinpoint one overarching idea: programmatic buying is peaking, and it’s no longer bound only to digital media – today, it is represented by television, radio, and out-of-home technologies. A new Winterberry Group study reveals that this year, programmatic ad spending will account for $389.5 billion, which is 7.2% more than in 2019. Programmatic advertising has always been susceptible to tech innovations, but…

Coveo In-Product Experience Intelligence Delivers Contextual In-App Support

AI-Powered Solution Understands Context, Reduces Friction, Enhances Customer Experience Coveo, the Experience Intelligence Platform Leader for enterprises, announced Coveo In-Product Experience Intelligence, an AI-powered solution that enables “as-a-service” providers to deliver powerful, context-aware help to users right within their web applications. As more businesses embrace recurring revenue models, the pressure is on to provide the best experiences possible from day one. For subscription-based companies, the…

TechBytes with Chris Warnock, Content Analyst at GetApp (now part of Gartner)

Could you tell us about your role and the industry/technology you cover at GetApp? I’m an Analyst at GetApp where I cover trends in Sales, Marketing and Customer Experience—including Marketing Psychology and Consumer data privacy. How have consumer attitudes towards personal data shifted in the last few years? Consumer concerns around privacy and personal data are on the rise. A recent GetApp survey found 91% of U.S. consumers feel ads know too much personal information about them. Additionally, many people seek to…

Google Cloud Unveils Strategy for Telecommunications Industry, Announces New Solutions, Customers, and Partners

Unveils Global Mobile Edge Cloud strategy for accelerating 5G monetization Google Cloud announced a comprehensive new strategy to help telecommunications companies digitally transform. Google Cloud's strategy focuses on three key business outcomes for telecommunications companies: monetizing 5G as a business services platform, engaging customers with data-driven experiences, and improving operational efficiency across telecom core systems. "Rapid technology advancements are impacting the telecommunications industry,…

Amidst Aggressive US Expansion, Resulticks Honored With Prestigious Award by Microsoft at AI Awards 2.0

Resulticks, the world's fastest-growing real-time conversation marketing solutions provider, was recently honored with the "Elevating Customer Experience with AI" prize at the AI Awards 2.0 organized by Forbes and Microsoft in India. Redickaa Subrammanian, co-founder and CEO of Resulticks, accepted the prestigious prize from Microsoft CEO Satya Nadella. Resulticks, which recently announced aggressive US expansion plans, received the accolade for its significant advancements in AI. The intensive selection process evaluated…

TIBCO Named a Challenger in Gartner’s 2020 Magic Quadrant for Analytics and Business Intelligence Platforms

Recognized for Ability to Execute and Completeness of Vision TIBCO Software Inc., a global leader in enterprise data, empowers its customers to connect, unify, and confidently predict business outcomes to solve the world’s most complex data-driven challenges. Today, TIBCO announced that it has been named a Challenger in Gartner’s 2020 Magic Quadrant for Analytics and Business Intelligence Platforms for the first time, recognizing the company in the analytics and BI market. TIBCO Named a Challenger in Gartner’s 2020…

UserReplay’s New Platform Delivers Active CX

The next generation CX Analytics Platform from UserReplay provides Active CX.  Active CX not only makes getting to the high-value digital frustrations quicker but also helps teams to dynamically improve user experience through Machine Learning triggered automations. The Active CX journey starts with the recording and analysis of every digital customer interaction.  These sessions are intelligently grouped into smart segments through machine learning and then alerts trigger automated actions in support of conversation or…

Zendesk Expands Service-First CRM Solutions to Transform Customer Experience

New product suites democratize service and sales software by making it easy to try, buy and use Zendesk, Inc.  announced new, powerful Support and Sales Suites, expanding its service-first CRM solutions by enabling service and sales teams to instantly connect with their customers and have natural conversations across all touchpoints. The modern set of offerings helps companies easily build positive, long-term customer relationships. “Today’s digital-first customers expect real-time, ongoing and personalized…

Blueshift Integrates Shopify and Magento Platforms

These Turnkey Integrations Help Marketers Deliver More Timely, Personalized Messages and Recommendations At Key Moments During The Customer Journey Blueshift, the leading Customer Data Activation Platform, announced the integration of popular ecommerce platforms, Shopify and Magento. The integrations connect Shopify and Magento stores with Blueshift, synchronizing all ecommerce data to help marketers improve multi-channel customer experiences and workflows. Marketing Technology News: AudioEye Appoints Heath Thompson as…

Sonata Software Makes Strategic Acquisition of GBW, a Leading Global Player in the Exciting Customer Experience Space

Sonata Software announced signing of definitive agreements to acquire GAPbusters Limited (GBW), the Melbourne headquartered company that has been amongst pioneers in the CX domain, serving renowned brands globally for nearly thirty years. As companies are increasingly focusing on measuring and managing customer experience to stoke their growth, CX solutions are playing a significant part in most organizations' digital transformation initiatives. As per Fortune Business insights, "The demand for customer experience…

McArthurGlen Designer Outlets Partners With Leading Retail Customer Experience Management Firm SMG

Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has announced a new customer experience management programme with McArthurGlen Designer Outlets. Europe’s leader in designer outlet shopping chose SMG for its differentiated approach and focus on driving business outcomes. Using the @SMGcustomersat customer experience management platform, @McArthurGlenGRP is capturing and analysing real-time guest feedback from a diverse customer base that spans…

iQor Enhances its Speech Analytics Platform to Help Deliver Better Customer Experiences

Tech-enabled BPO’s speech analytics platform enhances speech-to-text transcription of calls for more precise data analytics and personalized call center solutions iQor, a managed services provider of customer engagement and technology-enabled BPO solutions, announced the release of its newly enhanced customer speech analytics platform. The cloud-native speech analytics platform now includes full call transcription, or speech-to-text translation, for recorded interactions between a customer and customer service agent.…

ServiceSource Announces Four New Appointments to Board of Directors

Company appoints Andrew M. Baker, Jane Okun Bomba, John A. Meyer, and Robin L. Smith Additions expand ServiceSource’s Board with respected world-class leaders Planned retirement of three directors at the conclusion of their term ServiceSource, the digital customer journey experience company, announced the appointment of Andrew (Andy) M. Baker, Jane Okun Bomba, John A. Meyer, and Robin L. Smith to the Company’s Board of Directors, effective immediately. The Company also announced that independent directors Robert…

IMImobile Enables Hyundai to Use Whatsapp Business for Customer Service

Using WhatsApp as a customer service channel will improve customer experience for vehicle service booking Global cloud communications software and solutions provider IMImobile PLC announced that Hyundai India has integrated WhatsApp as part of their customer service strategy. Using WhatsApp, Hyundai wanted to streamline the vehicle service booking process, provide service updates and documentation all in one place via their customers’ preferred communication channel. Marketing Technology News: AudioEye Appoints Heath…

New Calabrio ONE and Twilio Flex Integration Offers a Flexible, Data-Rich Experience for Cloud Contact Centers

Two industry powerhouses come together to provide customer service teams with valuable customer insights on a customizable cloud contact center platform Calabrio, the customer experience intelligence company, has announced a deep technology integration with Twilio and Twilio Flex, its programmable contact center platform. The cloud-to-cloud integration fills a gap for modern contact centers looking for a customizable, data-driven environment by combining the capabilities of workforce engagement management (WEM) and…

Top 3 Signs Your MarTech Isn’t Working

Marketers are incredibly busy people, especially on the B2B side. Marketing is in charge of the customer experience from the first anonymous touch online, through each step of the buyer journey, to closing the sale and beyond via upselling and retention initiatives. As a marketer, you need all the help you can get to manage the customer lifecycle effectively. That’s why it’s so important to make sure your MarTech stack is working as hard as it can for you. Do you have visibility into all stages of the sales and marketing…

HomeToGo Concludes Contact Center Solution Search With Move to Talkdesk

Seamless Integration Through Talkdesk for Salesforce Provides Customer Information to HomeToGo Agents With Automatic Screen Pops to Improve Efficiency, Customer Experience Talkdesk, Inc., the cloud contact center for innovative enterprises, announced HomeToGo selected Talkdesk to power its customer service operations. As the world’s largest vacation rental search engine in a highly competitive and fast-moving marketplace, HomeToGo needed a contact center solution that would enable it to rise above the competition through…

InMoment Confirms Completion of MaritzCX Transaction

Combined Company Offers Highly Adaptable Experience Programs Focused on Delivering Tangible Business Results InMoment, a recognized market leader and proven innovator in the global customer experience (CX) sector, today confirmed the completion of the MaritzCX transaction. The newly combined company offers an unprecedented combination of state-of-the-art technology and distinctive professional services, alongside a unique ‘agile-first’ approach that offers extraordinary capabilities to drive results for the world’s…