Customer Satisfaction

Genesys Supports the World's Leading Messaging Services, Including Apple Business Chat Genesys, the global leader in cloud customer experience and contact center solutions, announced that Swisscom's customer satisfaction, efficiency and transactional Net Promoter Score® have improved by nearly 10% on messaging channels since deploying Genesys Messaging for Apple Business Chat just six months ago. "Our customers are shifting their preferred communication methods from traditional voice services to messaging," said Rolf…

Investment Reinforces HubSpot's Highest-Rated Agency Partner's Prominence as Market Leader and Sets Stage for Accelerated Growth SmartBug Media—a leading Intelligent Inbound® marketing agency that assists businesses in generating leads, increasing awareness, and building brand loyalty through inbound marketing, digital strategy, design, marketing automation, and public relations—today announced it has received a growth equity investment from American Discovery Capital (ADC), a private equity firm focused on investing in…

Deltek's Assisted Technical Support Exceeded Benchmark for Customer Satisfaction by J.D. Power Standards in 2017, 2018 and 2019 Deltek, the leading global provider of software and solutions for project-based businesses, announced that it has been recognized by J.D. Power for providing "An Outstanding Customer Service Experience" for its Assisted Technical Support in 2019. Developed in conjunction with the Technology Services Industry Association (TSIA), the J.D. Power 2019 Certified Assisted Technical Support Program…

 Award Winners Set New Standards for Creating Trust in Data and Driving Exceptional Customer Experiences Following its recent transformational acquisition of Pitney Bowes software and data business, Syncsort announced the winners of customer awards for excellence in maximizing the value of data. Blue Shield of California, Creditsafe, Navient, The Travelers Companies, Inc., and Visa were selected for their innovative approaches to improve customer satisfaction, increase operational efficiency, and achieve greater…

By the end of 2019, the total value of eCommerce retail sales could reach $3.4 trillion, closing a decade of steady growth. The online shopping landscape has developed massively to provide a constantly better experience for shoppers. And with the ever-growing consumer demands, novel technologies, and fresh practices, maybe the best is yet to come. The only way to stay ahead of the curve is by keeping an eye on the latest trends. So, what should eCommerce retailers focus on to welcome the new decade in all its glory? 1.…

According to a Forbes article, 8 out of 10 CEOs consider mobile technology as “strategically important” to their business operations. Also, 86 percent of them have considered mobile app as the key to operational success. A manufacturing industry, by nature, can be extremely chaotic. Just consider a manufacturing plant- dozens of machinery installed in one place, a team of technicians and quality control inspectors, in tandem with thousands of items rolling off the assembly line. In order to control all the different…

The decline in US customer satisfaction continued in the final quarter of last year, falling 0.4% to a score of 75.4 (on a scale of 0 to 100) on the American Customer Satisfaction Index. “Some sectors of the economy risk a decline in customer satisfaction due to increased productivity” Given record low unemployment and a strong stock market, it is understandable why many commentators in the media are praising the “strong economy.” However, even a cursory look beyond employment and the stock market provides a…

Rapid7's SOAR solution, InsightConnect, Recognized for Enabling Security Teams to Accelerate and Streamline Time-Sensitive Processes Based on its recent analysis of the global security orchestration, automation, and response (SOAR) market, Frost & Sullivan recognises Rapid7 with the 2019 Global Company of the Year Award. Rapid7 has designed its feature-rich SOAR product, InsightConnect, to address the needs of all security teams, regardless of company size. The solution helps customers improve their security…

An exceptional customer experience (CX)—in the eyes of the customer—is one where you engage with them at the right time, with a relevant message, while having the utmost respect for their privacy. Consider that 67% of consumers feel it’s important for brands to adjust content based on their current context, and 42% said they get “annoyed” when their content isn’t personalized. Strong security increases customer satisfaction by almost 30%, and 87% of customers will take their business elsewhere if they don’t trust a…

Prodware hosted mid-market businesses at EXHIBITION 2020, an event dedicated to innovation. Over the course of this interactive, half-day conference, Prodware’s Innovation & Business Solutions Division presented the most innovative solutions in its industry, developed using disruptive technologies. A deep dive into innovation Innovation, which is at the core of Prodware’s identity, can impact a company’s structure, productivity and cohesion. Marketing Technology News: NAPCO Report Points to Unique Customer…

xiQ, the leading AI-powered Account-Based Marketing (ABM) and Sales platform, has been recognized as the 2020 ABM High Performer by G2, the leading business solutions review site. xiQ's AI-powered platform is catalyzing the B2B Sales Intelligence and Account-Based Marketing landscape. xiQ has been recognized as an ABM high performer for receiving the most 5-star reviews amongst all ABM solutions reviewed on G2. xiQ received the highest ratings for: Meeting requirements - (9) Product direction - (10) Ease of use…

Access to High-Quality, Customizable Content for Hybrid Cloud Makes It Easy for the Telecommunications Integrator to Communicate With Prospects, and the Zinfi Reporting Module Provides Insight Into Campaign Effectiveness and Customer Segmentation ZINFI Technologies, Inc., a company leading the definition and creation of Unified Channel Management (UCM) solutions, announced that IPCOM, a Mexico City-based integrator and reseller of enterprise telecommunications solutions, has adopted easy-to-use tools from ZINFI’s partner…

CourMed, a crowdsourced delivery platform for healthcare items, was recently selected to receive technical, business and sales enablement support from Microsoft Corporation to help scale its concierge service for patients, employees and customers nationwide. Microsoft for Startups is a comprehensive global program designed to support startups as they build and scale their companies. Whether building new technology, landing the first customer or scaling larger, the program is there to support the ecosystems of budding…

Solid customer intelligence is the foundation for any successful Marketing campaign. But when it comes to B2B Marketing, the process of gathering customer intelligence can be significantly more complex than B2C for a variety of reasons. Solid customer intelligence is the foundation for any successful Marketing campaign. In order to be effective, it’s important for B2B marketers to be aware of the reasons why gathering customer intelligence is more difficult and how to best address said difficulties. There Are Numerous…

Digital Intelligence Benchmark Analyzes the Digital Experience Design of Public-Facing Websites Across Financial Services, Insurance, Tech, Media & Telcom, Home Improvement, Healthcare, Travel and Utilities With an estimated 49% of total U.S. retail sales influenced by digital touchpoints, customer experience is dictated by variables like website content, ease-of-use, page speed and search engine optimization. To get a better sense of which brands are getting the digital formula just right and to establish best…

The retail sector is going through a monumental transformation. The deepening high street crisis is placing huge pressure to keep customers coming through the doors – while increasing back-office efficiencies to cut costs. Automation in the Workplace RPA is growing fast: Gartner Inc. predicts that by the end of 2022, 85% of large and very large organizations will have adopted some form of RPA. That’s because RPA offers not just productivity benefits, but also a reduction in error rates and huge processing capability. It…

Outsourcing Proved Its Value on Straightforward, Readily Quantifiable Processes, but Has Underperformed on Complex Tasks Like Renewals. An article in The Economist (The good, the dumb and the desperate, 28 June 2018) argues that Britain’s outsourcing model, copied around the world, is in trouble: that “High-profile fiascos and dwindling cost-savings are making many questions whether the idea has run out of steam.” The main focus of the article was on government outsourcing to private enterprise, but much of what it said…

The report highlighted the top-reviewed Digital Asset Management solutions that allow business users to optimise usage of their digital brand assets, empowering employees to use, edit and download brand assets. Tweak, a cloud-based software as a service solution achieved the highest net promoter score (87 points) among all its European competitors. (The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others.) Tweak empowers…

Sales organizations are perpetually searching for competitive differentiation. Companies must first generate compelling reasons for their customers to make an initial purchase. Then, they must quickly establish their status as a strategic partner so they are the first point-of-contact for any related products or services purchased in the future. The goal is to interweave your organization in your clients’ circle of trust and be recognized as a “mission-critical” strategic partner. However, each customer relationship…

ConvergeOne, a leading global IT services provider of collaboration and technology solutions, announced that its 2019 Corporate Net Promoter Score has risen to 72. ConvergeOne's 2019 Corporate NPS is two points above its 2018 NPS of 70, and eleven points above its 2016 score of 61. The 2019 score maintains ConvergeOne's placement in the "Excellent" NPS category, which only a select group of customer-centric companies are able to achieve. In the IT services industry, the average NPS—as reported by ClearlyRated—is 24, which…