employee experiences

Frost & Sullivan's brief highlights that PM tools that make agents' jobs simpler and allow them to better connect and serve customers will ultimately impact CX A differentiated customer experience (CX) is at the heart of service delivery in the contact center industry. Businesses are acknowledging that one of the best ways to achieve this ideal end state is to create an engaged and happy workforce. This has resulted in a surge in the demand for performance management (PM) solutions that can help agents better serve…

Developers rally to help their organizations and surrounding communities navigate the pandemic Pegasystems Inc., the software company empowering digital transformation at the world's leading enterprises, announced the winners of the Pega Community Hackathon 2020 – Pega's first hackathon open to its global community of developers. The six-week event attracted more than 750 registrants and 75 final projects focused on helping organizations navigate the COVID-19 crisis with better customer and employee experiences. Angelo…

Enables More Than 2,500 Employees Across 128 Offices with Work Remotely Capabilities in Response to COVID-19 NWN and Arrow Exterminators orchestrated the smooth technology shift that provided the ability for 2,500+ Arrow employees to work remotely as the COVID-19 pandemic forced a technological shift in Arrow's 128 offices across 12 states. Marketing Technology News: Copper Hires Carrie Shaw as Chief Marketing Officer to Accelerate Market Growth NWN Corporation, a technology-enabled service provider focused on…

Fuel Cycle, a leading experience management platform announces several product enhancements made to the platform January through April of 2020. These enhancements for customers help accelerate insights and action across brand, product, customer, and employee experiences. Of note is Fuel Cycle's new qual-to-quant capabilities available to insights communities. "Businesses in every industry are faced with increased need for fast-moving, highly-efficient insights," said Eran Gilad, Fuel Cycle's CEO. "Qualitative,…

Visual support via mobile camera share enables field service and customer service teams to deliver on-site support from afar LogMeIn is making it simple and safe for organizations to provide exceptional customer and employee experiences with enhanced visual support solutions. Building on LogMeIn’s industry leading remote support offer Rescue Lens, the new Rescue Live Lens elevates video-based support to the next level by eliminating the need to download and install an app, providing a more seamless and convenient user…

The Institute of Customer Service Has Selected Its Finalists in Esteemed UK Customer Satisfaction Awards, Recognising Innovation and Expertise in Customer Experience InMoment, the leading provider of experience intelligence (XI), is proud to announce the selection of its client, Tesco, as a finalist in The UK Customer Satisfaction Awards. Tesco is one of the world’s leading multinational retailers, with 6,700 stores and serving approximately 80 million customers a week. The awards acknowledge companies and organisations…

One of the leading management and technology consulting firms for the public sector will combine their world-renowned services with Qualtrics’ experience management technology to reimagine how federal agencies deliver customer and employee experiences Qualtrics, the leader in customer experience and creator of the experience management (XM) category, announced that Booz Allen Hamilton will join the Qualtrics Partner Network. Booz Allen is a global technology and management consulting firm with mature digital…

With nearly half of consumers reporting they would pay a higher price for a product in exchange for better customer experience (CX), there’s no understating the importance of driving loyalty through CX. With technology such as loyalty cards, chatbots, etc., brands have more data available about the customer journey than ever before. However, for many brands, this massive trove of information may be overwhelming, begging the question: How do I use this data to improve CX and meet customer needs? By merging Data Analytics…

Combines the Best of SDL’s Web Content Management, Structured Authoring and Enterprise Search in One Intelligent Content Platform SDL, a global leader in content creation, translation and delivery, announces the latest release of its SDL Tridion DX platform. The digital experience solution addresses the problem of enterprise information being scattered across organizational and technology silos, resulting in poorly managed content, subpar customer experiences (CX), compliance risks and liabilities. “As a partner of SDL,…