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Customer Experience Company (v)WeCare Steps Up To Support Struggling Businesses

How Outsourced Customer Service Can Help Top Telecom, Financial and Ecommerce Companies to Save Money During These Challenging Times (v)WeCare, a customer experience company that specializes in customer engagement via phone, email, chat, and social media services to an extensive number of companies across industries has quickly adjusted its business model to continue to provide outstanding customer support to companies struggling during the COVID-19 crisis. The prevalence of downsizing, furloughs, and lay-offs means that…

Swell Chosen as GetApp Customer Experience Category Leader

Swell Leads Customer Experience Category With a Perfect Score, Earns Top 20 on Capterra Swell, the growth platform for local business, announced that it has been selected as the number one customer experience software product by GetApp, the premier online resource for businesses exploring software as a service (SaaS) products. Swell has also been selected as a Top 20 customer experience software product by Capterra, a free online service that helps organizations find the right software. "We're honored to be selected as…

Thought Industries Promotes Therese Kelleher to Senior Vice President of Customer Experience

Team to accelerate customers' successful global adoption and value attainment from the Thought Industries Platform Thought Industries, the world's leading B2B customer training platform provider, announced the promotion of Therese Kelleher to Senior Vice President of Customer Experience effective immediately, reflecting the organizations' continued ongoing focus to enhance its customer-centric operational infrastructure. In this expanded role, she will now oversee Thought Industries' Account Management, Customer Success…

Genesys Honors Eight Companies For Customer Experience Impact And Excellence

Genesys Customer Experience Innovation Awards recognize companies from around the globe for their innovation and transformational customer experience initiatives Genesys, the global leader in cloud customer experience and contact center solutions, announced the winners of its 15th annual Customer Innovation Awards recognizing industry trailblazers Microsoft, TechStyle Fashion Group, Vodafone and more. The Genesys Customer Innovation Awards celebrates eight companies from around the world for driving significant…

Quadient and Infosys Announce Global Partnership to Enhance Delivery of Customer Experience Management Solutions

Quadient and Infosys Announce Global Partnership to Enhance Delivery of Customer Experience Management Solutions Quadient, a leader in helping businesses create meaningful customer connections through digital and physical channels, announced that Infosys, a global provider of next-generation digital services and consulting, has become a Platinum Business Partner in Quadient’s Partner Advantage Program. Infosys will leverage and supply Quadient solutions to provide businesses with the leading omni-channel Customer…

Kaltura Helps SAP Create Innovative Interactive Customer Experience During Coronavirus Lockdown

New Customer Experience Portal Proves More Effective, Engaging Way to Present Customer Enablement Kaltura, the video cloud, announced today that SAP successfully implemented Kaltura Video Platform as a Service (VPaaS) for their new open beta of the SAP CX Enablement Portal. This innovative probing experience, where listening to the customer is always the highest priority, allows SAP to quickly go-to-market with a timely offering and bringing together their CRM and Customer Experience enablement materials all in one,…

Audio Modeling Selects 2Checkout to Enhance Customer Experience

Music software company accelerates speed to market with out-of-the-box marketing and commerce capabilities 2Checkout, the leading all-in-one monetization platform for global businesses, is pleased to announce that Audio Modeling, a leading provider of expressive virtual instruments and live performance software, has switched to 2Checkout to leverage a more flexible digital commerce platform. The music software producer was looking to enhance customer experience and respond faster to market needs, while better employing…

Insight Named Microsoft Worldwide Customer Experience Partner of the Year

Insight also recognized as finalist in Retail and Solution Assessment categories of Microsoft’s global awards Insight Enterprises, the global integrator of Insight Intelligent Technology Solutions for organizations of all sizes, was named as Microsoft’s 2020 Worldwide Customer Experience Partner of the Year on Monday for its ability to understand today’s business to business (B2B) buyer, meeting them where and how they like to engage. Insight’s end-to-end approach to digital transformation was recognized as key to…

UnityBPO Elevates Customer Experiences With Genesys Cloud

Across the United States, UnityBPO supports clinicians in their use of technology, clinical applications, and EHRs and assists patients in the digital management of their healthcare. UnityBPO is a rare health IT services provider with one purpose – to be a lifeline for clinicians and patients in their use of technology. To achieve that goal, UnityBPO recently deployed Genesys Cloud, an all-in-one solution and the world’s leading public cloud contact center platform, to modernize the experience it delivers and blend customer…

Contentful Hires New SVP of Customer Experience

In response to market shift to digital, Contentful ramps CX team to accelerate adoption of its content platform Contentful announced the hiring of Laurence Trifon as Senior Vice President of Customer Experience. Contentful is expanding its professional services, learning services and customer success department as part of its strategic investment in growth, supported by last month’s Series E investment of $80 million, led by Sapphire Ventures. Trifon has built and led teams across the full customer lifecycle for B2B…

Verizon Powers Intuitive Customer Experiences with Google Cloud

Verizon pilots Google Cloud Contact Center Artificial Intelligence to deliver more intuitive customer support through natural-language recognition, faster processing, and real-time customer service agent assistance Verizon customers in search of support may soon find a more natural and streamlined digital experience, thanks to a new collaboration with Google Cloud. What they won't see behind this experience is the conversational artificial intelligence (AI) that can help customer care agents respond to customer queries,…

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…

Vortex Companies Launches New Website, Improves Customer Experience

The Vortex Companies announced the launch of its new website, vortexcompanies.com, a testament to the company's growth that showcases its trenchless infrastructure services and trenchless rehabilitation products. The new website features an upgraded, streamlined design and is meant to provide a better user experience for customers seeking information about Vortex and its capabilities in providing trenchless technology solutions. Marketing Technology News: Incubeta Launches Free Advisory Sessions to Brands "As both …

Performance Management to Increase ROI, Employee Engagement and Customer Experience

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…

maaiiconnect: How to Transform Customer Experience With Technology

Happy customers drive sales. Recent research finds that customers are willing to pay more for a better customer experience (CX). As customers are no longer only comparing products and prices, CX is the key differentiator that businesses are competing on. But investing in the right software to improve CX isn't easy when people take into account customer interactions across various channels and touchpoints. 96% of people think businesses need to improve communication. Many brands are failing or falling behind due to poor touch…

Sitel Group Report Reveals Customer Experience Reigns As Brand Loyalty Driver Through the Pandemic

The 2020 CX Index Survey, and subsequent COVID-19 CX Index Pulse Survey, finds the pandemic prompted the majority of consumers to switch to online shopping with 57% vowing to continue this trend beyond the pandemic Prior to COVID-19, just over half (54%) of consumers reported having a better experience shopping online; however, after facing nearly three months of COVID-19, 76% of consumers moved to online shopping for items they would typically buy in store. What's more, 57% of those consumers plan to continue buying…

Creating the Best E-commerce Customer Experience with Design

As e-commerce sales skyrocket, all businesses are looking for ways to grow their sales by relying on the limited channels at their disposal. According to Salesforce, Q1 e-commerce sales in 2020 received 20 percent revenue growth, compared to 12 percent in Q1 of 2019. In particular, there was a 41 percent spike in digital revenue during the final 15 days of the quarter. Customers are frequenting websites for everything, from groceries to family-friendly games. A poorly-designed e-commerce site that is difficult to…

Mindful Chef Selects the Vonage Contact Center to Transform Customer Experience

 Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, today announced that healthy recipe box company, Mindful Chef, has chosen the Vonage Contact Center to better serve its customer-base following a 452 percent increase in customers. With more than 123,000 customers, Mindful Chef delivers pre-portioned ingredients and fresh meat, fish and produce sustainably sourced from small award-winning British farms. Mindful Chef enables customers to cook nutritious meals in…

Mindful Chef Selects the Vonage Contact Center to Transform Customer Experience

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation,  announced that healthy recipe box company, Mindful Chef, has chosen the Vonage Contact Center to better serve its customer-base following a 452 percent increase in customers. With more than 123,000 customers, Mindful Chef delivers pre-portioned ingredients and fresh meat, fish and produce sustainably sourced from small award-winning British farms. Mindful Chef enables customers to cook nutritious meals in under 30…

Vonage Enables Omnichannel Customer Experience for Koopid

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, has announced that Koopid, the next-generation, AI-powered customer experience orchestration platform, has chosen Vonage to grow their customer base and enhance customer experience at a time when customer experience is more important than ever. Koopid, an AI-powered self-service customer experience platform, designed to enable seamless self-service customer journeys, will use Vonage to integrate voice chat, SMS,…