CX

For Second Year, Company Receives Highest Score for Strategic Direction  Smart Communications, the only provider of a cloud-based, next-generation customer communications management (CCM) platform, today announced it has been ranked as a Leader in multiple categories in the Aspire Leaderboard. In addition to being named a Leader in CCM, the company also received the highest score for Strategic Direction. Aspire also recognized Smart Communications’ leadership in Communication Composition, Business Automation and…

New Director of Content and Communications to support increased demand for AZK Media’s B2B marketing services B2B global marketing, content and communications firm, AZK Media, has announced the appointment of leading business and technology journalist, Vanessa Mitchell, as its Director of Content and Communications. The appointment follows a demand for the consultancy’s outsourced CMO capability, as organisations reshift marketing spend and resources, looking to move away from legacy and inefficient marketing models to…

Huble Digital has launched as a result of the merger of HubSpot Elite Solutions Partner, The B2B Marketing Lab, and HubSpot Diamond Solutions Partner, MPULL, two of the largest HubSpot Software Solutions Partners in EMEA. London-based international digital marketing consultancy, The B2B Marketing Laboratory, and the Cape Town-based digital transformation and HubSpot Accredited Advanced Implementation support provider, MPULL, have merged to form Huble Digital Limited – the new international trading brand for the combined…

Back in 2016, Gartner predicted that CMOs would soon outspend CIOs on technology. As Gartner Research VP Jake Sorofman stated, “This is an important finding. It suggests that Marketing Technology, once a relatively narrow and specialized adjunct to enterprise IT, is now garnering investment nearly equivalent to the core systems that run the business. Customer preferences and behaviors have changed, and buying journeys are increasingly self-directed and digitally led.” Chief Marketing Officers, along with Customer…

Moshkoviz Brings Deep Expertise in Managing Success of Enterprise Customers Rocketrip, the software solution that drives positive behavioral change in enterprise travel programs, announced the hiring of Efrat Moshkoviz as Vice President of Customer Success. Moshkoviz joins at a critical point for the company in which demand is rising for an employee engagement-centric way to cut travel costs. With over a decade of B2B customer success, Moshkoviz will lead efforts to nurture customer relationships and ensure Rocketrip…

ActiveCampaign Shares Its Fourteen-Point Commitment to Delivering a Best-In-Class Customer Experience to Earn Value from Customer Success Efforts ActiveCampaign, the leader in Customer Experience Automation (CXA), announced the ActiveCampaign Customer Success Commitment.  ActiveCampaign Customer Success Commitment is  the industry's first officially announced charter to honor a Martech company's dedication to value, service, and trust. Martech Blog: 2020 Is the Year of Integration As part of being the leading provider…

Artificial Intelligence Applied to TEPCO Smart Meter Data Provides Appliance-Level Insights to Customers for Improved Retention Bidgely  announced it has deployed utility artificial intelligence services to TEPCO Energy Partners (TEPCO EP), a competitive energy retail business arm of Tokyo Electric Power Holding Company Holdings, Inc. (TEPCO). Annual energy reports powered by artificial intelligence (AI) have been introduced to a subset of TEPCO customers that provide a breakdown of home energy consumption by appliance…

Stakeholder Interests--Those of Consumers, Employees, and Broader Society--Increasingly Influence Business Decisions The world's business leaders are increasingly embracing a new form of capitalism, moving from one focused primarily on shareholder value to one focused on serving the broader world, as the Fourth Industrial Revolution (also known as Industry 4.0) rewrites the role of business in society. Released today, Deloitte's third annual Readiness Report, "The Fourth Industrial Revolution: At the intersection of…

Company Continues to Lead the Industry with Groundbreaking Innovations in Winter ‘20 Release SugarCRM Inc., the company that enables organizations to create customers for life, announced its Winter ‘20 release, showcasing a new renewals console, along with additional features designed to improve the lead funnel, increase renewal rates for recurring revenue models, and optimize first-response resolution rates inside customer support centers. “The Renewals Console can have an immediate impact on the bottom line, automating…

Having seen a number of articles/heard a resurgence of opinions recently arguing for/against different CX metrics yet again, it’s time to clear my throat and assertively scream once more. The best CX metric is that which best explains the customer behaviors you are trying to motivate and the business outcomes you want to drive. This isn’t mere metric agnosticism. I’m not shrugging my shoulders and saying it doesn’t matter or I don’t care what metric is used. It’s empiricism. The best metric can only be determined by…

BORN Group, a leading digital agency with a focus on experience management and enterprise commerce solutions, is proud to announce the launch of their new strategic framework, Stella. Stella comes from the Latin word for star, which is an everyday yet universal aspiration of brands to reach high, excel and provide superior offerings. With Stella, BORN combines brand and behavioral experiences on a foundation of data, with the goal of elevating overall customer engagement and conversion across connected channels.…

Today’s ultra-connected, empowered, and uncompromising customers interact with brands in an unprecedented way. With an incessant increase in market competition, the real battle companies are fighting for is the customers' attention. The only way to cut through this clutter is by delivering superior Customer Experience. 67% of today's customers have turned into serial switchers who, in the event of bad Customer Experience, will switch to another brand before you can say CX! Keeping in mind the evolving…

World's Top Luxury Sports Car Maker Automobili Lamborghini Is Accelerating Trust and Authenticity with Salesforce Blockchain Within months of its launch, Salesforce Blockchain platform has already earned the trust of customers. In the latest Dreamforce update from SF, the Italian brand and manufacturer of super sports cars and super SUVs - Automobili Lamborghini announced how it uses Salesforce Blockchain to trace, certify and authenticate heritage cars faster and more securely than ever before. Currently, Automobili…

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…

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,…

Acquisition Strengthens Blue Acorn iCi's Commerce Practice and Expands Geographic Presence  Blue Acorn iCi, a leading independent digital customer experience company, announced the acquisition of Mediotype Commerce , a leader in the digital commerce ecosystem. Mediotype, based in Boulder, CO, will expand its facility and become the Western US headquarters for Blue Acorn iCi.  In it will be housed a full team of CX, commerce and data science experts, all in place to serve leading and aspiring brands. The acquisition…

Oracle Introduces Natural Voice Conversations to Digital Assistant and Enhances Deep Learning Semantic Parser to Handle Complex Linguistic Constructs Oracle announced availability of its AI-trained voice with Oracle Digital Assistant. Now, enterprise customers can use voice commands to communicate with their enterprise applications to drive desired actions and outcomes, enriching the user experience with conversational AI, simplifying interactions and improving productivity. “Enterprises are demanding an AI-powered…

Integration of Oracle Digital Assistant with Microsoft Teams gives Microsoft 365 customers access to Oracle Cloud Applications through conversational AI Building on Oracle and Microsoft’s cloud interoperability partnership, Oracle announced the availability of an integration between Oracle Digital Assistant and Microsoft Teams. Enterprise customers can now access Oracle Cloud Applications through an AI-powered voice experience in Teams. “Using Oracle Digital Assistant, business users can simply and conversationally…

Financing highlights the explosion of video applications in business technology Voxpopme, the world's leading video feedback and analytics company, announced that it has closed a $9 Million Series A1 equity financing led by Origin Ventures. The Company intends to use the capital to meet the growing enterprise demand for real-time video feedback, and to fund further investment in the platform. Voxpopme's SaaS platform helps business leaders build great brands, products, and experiences with…

In the age of Digital Transformation, many customer service leaders are focusing all their attention on technology. While intelligent automation can give a boost to their CX strategy, it’s important not to forget the humans behind the tech. Great customer service starts with a great agent experience – and if agents are stressed, frustrated and lacking the right tools and support, it will inevitably lead to unresolved interactions and unhappy customers. As modern customers’ expectations continue to increase, agents are…