Browsing Tag

customer journey

Embeddable CX for the Smartphone-Era Consumer

As we enter the final month of 2020, I wanted to share with you some 2021 CX predictions. Here's what to anticipate in the world of CX in 2021. My predictions are: Embeddable CX for the Smartphone-Era Consumer With both employees and consumers remote, mobile device usage and app downloads have soared. Whether it is through a phone call, text message, or an app, consumers are predominately connecting with brands today through their smartphones. However, they are still met with fragmented, and unintelligent…

Namogoo Selected by Marks & Spencer to Help Optimise The Customer Journey on M&S.com

Namogoo, the pioneer of Customer Journey Hijacking prevention, is delighted to announce a new partnership with M&S.com – the UK’s second biggest clothing retailer. The new partnership will see Namogoo implement their industry-leading online solution on M&S.com. Namogoo’s innovative software works by protecting visitors to a retailer’s website from unauthorised online adverts which can appear (usually through affiliate networks). These ads can divert customer attention to other websites leading to a poorer online…

Why NOW is the time for Sales Enablement to Shine

It’s no secret that the past year has been challenging for many organizations. Day-to-day business operations have shifted significantly. And in an effort to mitigate risk, the majority of sellers are working remotely. At the same time, B2B buyer expectations are higher than ever. Modern buyers expect personalized, engaging experiences throughout the purchase journey -- even when they can’t be in the same room as sellers. The right sales enablement strategy and technology can help you overcome these challenges and come…

Birdeye Recognized as Market Leader in Customer Experience

For the 12th consecutive quarter, Birdeye, the all-in-one customer experience platform, has been named the overall leader in customer experience and online reputation by G2. In total, Birdeye won 165 awards in 12 categories. These include: Overall Leader in Online Reputation, Experience Management, SMS Marketing, Live Chat, Local SEO, Local Listing Management, Mobile Marketing, Conversational Customer Engagement, Customer Advocacy and Local Marketing Marketing Technology News: Rajeev Singh Rathore Joins RingCentral…

ServiceSource Appoints Jennifer Frank as Chief Accounting Officer

ServiceSource International, Inc., the customer journey experience company, announces the promotion of Jenny Frank to the position of Chief Accounting Officer. Reporting to Chief Financial Officer Chad Lyne, Ms. Frank will directly oversee all corporate accounting, SEC reporting, treasury, procurement, stock administration, and internal audit functions globally. Marketing Technology News: Comcast to Launch Disney+ and ESPN+ on Xfinity Platforms “During her three years at ServiceSource, Jenny has made significant…

Jackman Expands Customer Experience Design

Jackman, North America's leading customer engagement reinvention company, announced an expanded Customer Experience Design (CX Design) offering focused on rapid innovation and deepening customer engagement. Due to the pandemic and the need for immediacy in satisfying customers' quickly changing needs and expectations, and as a result, the pressure to quickly adapt that many businesses are experiencing, CX Design has become a critical component of broader business strategy development and activation. This pressing need,…

20% Increase In Click-Through Rates For Marketers Via New StrategyBox & Pattern89 Partnership

StrategyBox, A Vancouver-based Customer Journey Mapping platform, is announcing a new partnership with Pattern89, an Indianapolis-based company that specializes in creative artificial intelligence (AI) to maximize digital ad performance. The partnership brings Pattern89’s industry first creative recommendations into StrategyBox’s market leading Customer Journey Mapping platform. As a result, Marketing teams can now leverage their own campaign data from 140+ platforms to measure marketing success and maximize sales from…

Infobip Study: Most Americans Plan Same or More Holiday Shopping This Year

Infobip, a global cloud communications platform that enables businesses to build connected customer experiences across all stages of the customer journey at scale, has released a new report on consumer sentiment around shopping this holiday season. The report, Post-COVID: Digital Practices for an Enhanced Consumer Experience, shows that the vast majority (69%) of Americans plan to do the same or more holiday shopping as last year – but their expectations on customer service are growing, too. With 59% planning to move more…

Cheetah Digital Debuts Next Generation Personalization Solution

Cheetah Digital, a cross-channel customer engagement solution provider for the modern marketer, announces Cheetah Personalization at Signals 2020. This next-generation personalization solution is the newest addition to the Cheetah Customer Engagement Suite that includes the Cheetah Engagement Data Platform, Experiences, Messaging, and Loyalty. Cheetah Personalization helps marketers orchestrate real-time interactions across all channels and touchpoints. To remain competitive in today’s signal-saturated world, marketers…

Airship Journeys Powers Massive Conversion Gains for Brands Across the Globe

Marketers across social networks, retail and hospitality share insights on the business impact of optimizing cross-channel customer journeys Customer engagement company Airship detailed the amazing success three brand marketers have achieved using Airship Journeys to more quickly and easily improve the business impact of cross-channel customer journeys. The customer journeys these marketers have optimized have driven double- and even triple-digit percentage performance improvements over baselines established by control…

ServiceSource Extends Client Relationship with Qlik

ServiceSource International, Inc. the customer journey experience company, has extended its global client relationship with Qlik, a provider of end-to-end data integration and data analytics solutions. ServiceSource has managed revenue renewal, customer success, and inside sales services for Qlik since 2016. Under the terms of a new three-year agreement, ServiceSource will leverage its holistic CJX suite and best-in-class customer success capabilities to further strengthen Qlik’s customer adoption, retention, and growth…

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,…