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customer journey

Amplitude Introduces Journeys

Amplitude, the leader in Product Intelligence, introduced Journeys, an industry-first solution that leverages machine learning to focus teams on the moments that matter most across the entire customer journey. By evaluating the thousands of possible events along a customer path, Journeys automatically focuses teams on the few exact moments that have the greatest business impact, such as drop-off or paths which yield the highest conversion. Product teams then leverage this real-time, predictive intelligence to identify the…

Fine-Tuning the Multi-Page Experience For a Better Customer Journey

The customer journey on a site is one of the most intrinsic aspects of understanding why people take action. Marketers are always looking to conceptualize the path to purchase for their audience. Where is the evidence of why interest was lost at a particular stage? If you can locate those points before the site is live, changes can be made to optimize the experience for those who visit. In doing so, it’s important to know that to walk a path takes multiple steps. There are a handful of stages when clicking through, from…

Imaginuity Promotes Kristin Nuckols to Chief Media Officer

Imaginuity has promoted Kristin Nuckols to chief media officer, placing her at the head of one of the largest in-house media departments in the Southwest. Nuckols has built an unrivaled department over her four years with the company, bringing best-in-class media planning and buying capabilities for both traditional and digital media under one roof. "We are proud to name Kristin our first chief media officer – for years she has been the driving force behind assembling the exceptional talent and technology required to…

Q-nomy Announces MS Teams Integration Now Available for Its Omnichannel Customer Service Solution

Q-nomy's software, a complete omnichannel system enabling customer journey management across both physical and digital channels, becomes the first solution of its kind to support B2C video calls using Microsoft's Teams. Q-nomy Inc., a leading global provider of omnichannel customer journey and customer experience optimization solutions, announced the addition of MS Teams to the list of video management channels supported by its software. Marketing Technology News: Blue Hat Announces Favorable Results from Streaming…

Vision Critical Welcomes SaaS Veteran Steven Medeiros to Head Asia Pacific and Japan

Medeiros joins the CXM-focused executive team to lead and execute the company’s growth strategy in the Asia Pacific region Vision Critical, a continuous customer insights solution provider, announced the appointment of Steven Medeiros to the position of General Manager, Asia Pacific and Japan. Medeiros joins the Vision Critical executive leadership team to expand the company’s high-growth trajectory in these regions and support its clients and partners in driving excellence in the customer experience management (CXM)…

Factor4 Launches Application For Verifone Engage Terminals

Elevates Consumer Experience via Omnichannel Gift Card and Loyalty Application Factor4, LLC, the fastest growing provider of gift card and loyalty solutions, is pleased to expand its partnership with Verifone, a world leader in payments and commerce solutions. Verifone's Engage family of payment devices enables merchants to transform the point-of-sale into a more meaningful interaction with consumers. Verifone Engage boasts a secure Linux-based architecture that gives merchants, acquirers and service providers…

MarTech Interview with Christine Rimer, VP of Customer Experience and Advocacy at SurveyMonkey

"Convenience is not separate from experience but rather a critical aspect of the customer experience." Tell us about your role as SurveyMonkey’s CX and advocacy leader?  As the leader of customer experience and advocacy at SurveyMonkey, my work focuses on innovating CX for three specific areas: SurveyMonkey, our customers and the industry as a whole. First, I’m responsible for improving the customer journey at SurveyMonkey through a holistic CX program. I work together with my team and across departments to ensure a…

Aceyus Completes Redesign, Rebrand With Launch of New Website

Rebranding initiative represents technology to transform contact centers to omni-channel innovation centers Aceyus Inc., a leading provider of customer experience solutions specializing in enterprise-level data management and reporting, announced the company's rebranding and launch of its new website. The refreshed Aceyus brand reflects the evolution of the organization, its products and visual identity as an industry leader with the most innovative contact center solutions available. The Aceyus platform has been…

Customer Experience Outsourcers Launch Intelligent and Self-service Options to Improve Business Outcomes

Outsourcers integrate advanced analytics, artificial intelligence, and machine learning to improve the customer journey and agent experience, finds Frost & Sullivan Frost & Sullivan's recent analysis, European Customer Experience Outsourcing Services Market, 2020, reveals that outsourcers are increasingly relying on advanced technologies to meet client requirements in the customer experience (CX) outsourcing services industry. The European market is mature and characterized by demands for specific languages,…

Drift Expands Beyond Conversational Marketing

Market leader launches Revenue Acceleration category to help companies grow revenue and increase customer lifetime value faster Drift, the leading sales and marketing platform that created the Conversational Marketing category, announced a new category: Revenue Acceleration. Whereas Conversational Marketing focused on serving marketing, Revenue Acceleration powers an organization, uniting sales and marketing and touching all stages of the customer journey, from the moment someone first interacts with your business to the…

Pointillist Launches Customer Journey Analytics and Orchestration Platform

Pointillist’s AI-driven software combines with the Genesys customer experience and contact center solutions to enable companies to improve customer experience and reduce cost-to-serve Pointillist®, an award-winning provider of customer journey analytics software, announced that it is now available on the Genesys® AppFoundry, the industry’s largest dedicated marketplace focused on customer experience solutions. The AppFoundry allows Genesys customers from all market segments to discover and rapidly deploy a broad range of…

Contact Center AI Company Observe.AI Announces Rich Wang as VP of Customer Success

Observe.AI, a leader in providing AI-powered agent enablement software to enhance voice customer experiences, has experienced rapid growth in response to the growing demand for solutions to support the remote workforce transition. In order to fuel this momentum, Observe.AI has hired Rich Wang as Vice President of Customer Success. Rich will run the post-sales customer journey and identify new opportunities for the business. "Rich’s extensive background in building and leading world-class customer success at organizations…

Fever Expands Relationship With SugarCRM

SugarCRM Inc.®, the innovator of time-aware CX, announced that Fever, a leading entertainment platform with headquarters in Madrid and New York, has selected Sugar’s CX-driven solutions to better serve local event and music organizers around the globe. “Fever is committed to inspiring people through local experiences in cities worldwide and helping the event producers to create original content through our data-driven approach,” said Santiago Santamaría, Global Communications Lead, FeverUp. “After the confidence of our…

ActiveCampaign Cements Leadership in CXA With the World’s Most Comprehensive Platform

Marketers can finally close the technology gap created by legacy marketing solutions to create a true 360° customer view to champion the customer lifecycle ActiveCampaign, the leader in Customer Experience Automation (CXA), announced it is expanding its platform capabilities to further enable marketers to engage with customers across all channels, and through the entire customer lifecycle. The expanded capabilities include new marketing channels and integrations, and the ability to personalize web pages using customer…

StrategyBox, After Closing $2 Million In Financing, Is Hiring For Multiple Roles

StrategyBox, the Vancouver-based marketing intelligence company that last week announced a $2M seed round led by London’s Fuel Ventures, is hiring for multiple roles and launching new employee benefits to help counter the impact of the global pandemic for its employees. StrategyBox makes customer journey mapping simple using AI. Companies in SaaS, retail, finance and media use StrategyBox to understand which marketing activities drive sales and what to do next to drive up results. The company is hiring for Front End…

Humach Acquires InfinitAI, Adding Agent-Assist Capabilities

Humach, a leading agent and technology outsourcer, has completed the acquisition of InfinitAI, a Colorado-based provider of purpose-built artificial intelligence (AI) technology and conversational design interface for contact center agent assistance. InfinitAI will accelerate Humach’s vision for intelligent contact centers that combine the strengths of both humans and machines to deliver exceptional customer experiences. The acquisition follows the notable launch of Humach’s new website, which announced the next generation…

Folloze Inks Deal with Microsoft to Enhance Account-Based Marketing for B2B Companies

Folloze ABM for Microsoft Dynamics 365 Delivers a Highly Personalized Account-Based Experience Solution to Power the Customer Journey Folloze announced it has joined the Microsoft ISV Connect program and signed a Business Applications agreement with Microsoft. Folloze also announced the release of Folloze ABM for Microsoft Dynamics 365 to support Account-Based Marketing for B2B companies. Folloze ABM for Microsoft Dynamics 365 is a powerful solution which combines Folloze’s Personalized Marketing Platform with the growing…

Experian Partners With Global Data Consortium To Bolster International Customer Identity Verification

New solution provides comprehensive package for clients with global customer bases to quickly and efficiently confirm identity Experian and identity verification provider Global Data Consortium (GDC) have announced a new partnership which will transform customer onboarding journeys for both international and new-to-country customers. The agreement enables Experian clients to onboard customers rapidly, as well as strengthening anti-fraud measures and meeting Know Your Customer (KYC) and Anti Money Laundering (AML)…

Medallia Partners with Adobe to Deliver Complete View of End-to-End Customer Experience Journey

Real-Time Customer Journey Profiles Empower Brands to Take Actions that Drive Loyalty & Increase Purchase Frequency Medallia, Inc., the global leader in experience management, announced an integration between Medallia Experience Cloud and Adobe Experience Platform (AEP) that gives brands comprehensive insights into the complete customer journey to deliver highly personalized real-time experiences that increase purchase frequency. Customer feedback from Medallia Experience Cloud seamlessly integrates with behavioral…