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CUSTOMER NEWS

Meeting Customer Expectations Requires a Digital-First Approach

By: Tracey E. Schelmetic    3/7/2023

Verint released its annual global research today examining the customer engagement challenges organizations face, and the strategies they are using to…

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LiveRamp and Adobe Collaborate to Improve Customer Data Insights

By: Greg Tavarez    3/6/2023

LiveRamp is in a new partnership with Adobe Real-Time Customer Data Platform to natively offer the benefits of LiveRamp's people-based identifier, Ram…

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Consumers are Concerned About Data Privacy Protection in the Metaverse

By: Tracey E. Schelmetic    3/3/2023

A recent survey conducted by digital customer experience company TELUS International revealed that consumers are concerned about the safety and securi…

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LanguageLoop Engages with NICE to Transform Customer Experience with CXone

By: Greg Tavarez    3/3/2023

LanguageLoop engaged with NICE to transform the customer experience and unify its operations with CXone.

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Folloze Launches ChatGPT-based AI Solution to Improve B-to-B Buyer Engagement

By: Tracey E. Schelmetic    3/2/2023

Folloze announced the launch of Folloze AI, a content recommendation and buyer insight engine.

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Helping Lines of Business Benefit from AI, Part Two

By: Special Guest    3/1/2023

Organizations have long attempted to reduce friction in customer experience by deploying the latest technology. Today's AI-driven solutions are finall…

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Customers Pay More on Products and Services if it Means Receiving Great Customer Service

By: Greg Tavarez    2/28/2023

Fusion Connect conducted a survey with Gartner Peer Insights and revealed that customers would pay more per year to receive better customer service.

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Study Details How Supply Chain Management Impacts the Customer Experience

By: Tracey E. Schelmetic    2/27/2023

The K├Ârber study provides detailed insight into the state of the industry and the mechanics to respond to ever increasing consumer expectations on pri…

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Israel-based CommBox Opens U.S. Office, Announces Integration with Amazon Connect

By: Tracey E. Schelmetic    2/24/2023

Israel-based SaaS customer communications company CommBox announced this week that it plans to expand into the U.S. market with the opening of an offi…

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TROLLEE's Next-Gen Shopping Cart Comes Out Of Stealth

By: Arti Loftus    2/24/2023

TROLLEE P2 is the brand new AI-powered smart shopping cart designed to bring consumers frictionless shopping experiences.

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Kore.ai and Zendesk Integration Enables AI-driven Conversational Customer Service

By: Greg Tavarez    2/23/2023

Zendesk customers now have access to virtual assistants because of Kore.ai's integration of its conversational AI XO Platform with Intelligent Virtual…

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Kyndryl Commits to Strengthening Delta's IT Infrastructure

By: Greg Tavarez    2/23/2023

Delta Air Lines extended its partnership with Kyndryl for five years to continue to enhance IT resiliency and scalability.

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7 Ways to Attract Customers to Your Online Business in 2023

By: Contributing Writer    2/22/2023

As the world moves further into digital territory, businesses must strive to remain competitive in order to attract customers. With the ever-evolving …

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Why LOB Must Steer Successful AI Initiatives, Part One

By: Special Guest    2/22/2023

LOB is the front line of any enterprise, and those employees understand firsthand which technologies, like artificial intelligence, work for them and …

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Bloomreach Opens New Communication Door

By: Greg Tavarez    2/21/2023

Bloomreach is bringing the capabilities of an app inbox to brands and customers with the launch of its app inbox, a mobile messaging tool from Bloomre…

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ACI Learning Combines Talk Show and Training

By: Greg Tavarez    2/21/2023

ACI Learning trains leaders in cybersecurity, audit and information technology with on-demand training.

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Contact Center Agents Need Strong Support

By: Greg Tavarez    2/15/2023

The remote and hybrid work models need to extend to the contact center. Agents need to be supported just as customers are supported.

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Be Our Guest: Unified Office Invites Hoteliers to Put Their Magic to the Test

By: Arti Loftus    2/14/2023

At ITEXPO, MSP and tech innovator Unified Office unveiled a real-time communications in-room concierge service platform.

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Conversational AI is an Opportunity for MSPs

By: Greg Tavarez    2/14/2023

There is an opportunity to implement AI and automation to help MSPs overcome the challenging demand from customer base.

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One Key Thing That Can Help You Enhance Your Video Streaming Service

By: Contributing Writer    2/13/2023

The video streaming industry is growing and evolving. The number of OTT platforms is mushrooming, and viewers need to choose which video streaming ser…

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Are You Reaching Your Full Potential As A Manager?

By: Contributing Writer    2/13/2023

Many workers rightly aspire to be promoted to manager status during their careers. It's a noble goal to aim for. That said, some employees don't pl…

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Skip the Line at the Bag Check Counter: Clickatell Launches Chat 2 Pay with FlySafair

By: Greg Tavarez    2/8/2023

FlySafair is utilizing Clickatell's Chat 2 Pay feature that allows its customers the convenience of effortless mobile payments via a WhatsApp channel.

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Engage with Customers through QR Codes with Openscreen's All-in-One Solution

By: Greg Tavarez    2/8/2023

Openscreen added rich online publishing capabilities to give companies, brand and venues a turnkey system to design, launch and track QR code programs…

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Two-Thirds of Customers Will Consider Switching Brands After a Negative Interaction

By: Tracey E. Schelmetic    2/7/2023

Medallia recently revealed the findings of a new report titled, "The New Customer Expectations for the Contact Center: Understanding the Key Factors S…

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Contact Center Matters: Keeping Your Agents Efficient and On-Track

By: Contributing Writer    2/6/2023

One of the most crucial aspects of running a contact center (or a call center) is ensuring your agents are as productive and efficient as they can be.…

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NICE and Cognizant Open Door to CX Growth Opportunities

By: Greg Tavarez    2/6/2023

NICE and Cognizant launched a global strategic go-to-market partnership to accelerate CX transformation.

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A Majority of Customers Are Disappointed in Chatbot Experiences

By: Tracey E. Schelmetic    2/3/2023

Cyara released a study this week that shows while most customers want to use chatbots for automated support, many businesses fail to deliver positive …

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Keep Customer Records Accurate through OneBill and HubSpot Integration

By: Greg Tavarez    2/3/2023

A new OneBill and HubSpot integration gives businesses the peace of mind that their customer records are accurately duplicated and kept up to date in …

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Observe.AI Guides Agents in Real Time

By: Greg Tavarez    2/3/2023

Observe.AI's Real-Time AI introduces end-to-end conversation intelligence to the contact center that maximizes agent performance and productivity.

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NEC and T-Metrics Collab on Seamless On-Premises Contact Center Solution

By: Greg Tavarez    2/1/2023

NEC and T-Metrics are in an alliance that provides maximum control over the ability to deliver seamless contact center experiences within an on-premis…

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Your Customer Support Solution's Chatbot May Be Putting Off B2B Buyers

By: Tracey E. Schelmetic    1/31/2023

AI conversation automation company Conversica Inc. announced the findings of a new survey titled, "Chatbot Experience: How Satisfied Are Enterprise Bu…

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ICC Provider Five9 Recognized Among Aragon Leaders

By: Greg Tavarez    1/30/2023

Five9 is named a leader for its strengths in omnichannel, no-code IVA development, full support for digital and voice channels.

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Experian Highlights 2023's New Fraud Initiatives for Scammers

By: Tracey E. Schelmetic    1/27/2023

This year's annual predictions from Experian show that fraudsters will use new deception techniques to outsmart businesses and deceive consumers.

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Capacity and Textel Bring Conversational AI to SMS

By: Greg Tavarez    1/27/2023

Capacity acquired Textel to optimize the customer experience by extending an AI-enabled, two-way SMS feature to the Capacity customer base. Capacity i…

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Digital-Native Merchants Need an Appropriate Customer Service Strategy

By: Special Guest    1/23/2023

Whether relying on internal staff or a well-resourced BPO, digital organizations should examine several concepts to deliver exceptional customer exper…

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Salesforce Adds New Technology to Salesforce for Retail to Accelerate Time to Value

By: Tracey E. Schelmetic    1/20/2023

Salesforce recently announced innovations to help retailers grow and optimize advertising sales, gain a single view of transactions across digital and…

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Upscale Grocery Chain, The Fresh Market, Implements VoCoVo Telephony Headsets for Employees

By: Tracey E. Schelmetic    1/20/2023

Specialty grocer The Fresh Market recently implemented UK-based VoCoVo's lightweight wireless headsets with telephony abilities in 44 stores as it con…

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Deltapath Customers Gain 360-view of Customer Journey

By: Greg Tavarez    1/19/2023

Deltapath launched Deltapath for Salesforce CTI Integration on Salesforce AppExchange, empowering customers with a 360-degree view of the caller.

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Sprinklr Announces Partnership with Samsung Commercial Display Division for Digital Signage

By: Tracey E. Schelmetic    1/19/2023

Unified customer experience management platform company Sprinklr has announced that it is now an official Software Partner for Samsung's global displa…

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Study Finds Many Companies Are Missing a Good Outbound Strategy

By: Tracey E. Schelmetic    1/18/2023

A new study by Forrester Consulting found that respondents' top business goals include a focus on improving the customer experience and that outbound …

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FBI Working with India's CBI and Interpol to Stem Indian Call Center Scams

By: Tracey E. Schelmetic    1/9/2023

The FBI is stepping up its efforts to stem the scams by appointing a permanent representative at the U.S. embassy in New Delhi.

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Visual Self-Service Company Zappix Announces Two New Customers

By: Tracey E. Schelmetic    1/6/2023

Zappix offers visual self-service solutions to improve customer service and engagement experiences.

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Opportunities and Barriers in Digital Transformation in Manufacturing

By: Tracey E. Schelmetic    1/3/2023

Valtech partnered with Gartner Peer Insights to tap into the mood about the current state of progress in digital transformation and the challenges of …

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Kaleyra Chatbots Make WhatsApp Business Appearance

By: Greg Tavarez    12/30/2022

Kaleyra is helping WhatsApp Business to allow businesses to create advanced conversational experiences through a new lineup of chatbots.

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Research Advisory Firm Releases Blueprint for CIO Success

By: Tracey E. Schelmetic    12/27/2022

Info-Tech Research Group released its new blueprint titled "Key Metrics for Every CIO" to help companies define and narrow down the metrics that suppo…

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Casey's General Stores Improves Marketing Automation with Salesforce Technology

By: Tracey E. Schelmetic    12/27/2022

Casey's General Stores sends more than 1 billion marketing messages to their more than 5.5 million Rewards loyalty members this year.

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Using Technology to Reduce Guest Friction in Restaurants

By: Contributing Writer    12/27/2022

People live fast-paced lifestyles thanks to technology, which is why they hate queuing in real life. When guests visit your restaurant, the last thing…

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As More Sophisticated Consumer Electronics Products Enter the Market, Can Customer Care be Simplified?

By: Juhi Fadia    12/22/2022

With Experience Builder, organizations can now rapidly design and deploy intelligent and immersive self-guided instructional experiences.

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Verint Intelligent Interviewing Solution Receives Accolades

By: Tracey E. Schelmetic    12/19/2022

Verint Intelligent Interviewing is a component of Verint Workforce Management that identifies candidates who are more likely to exceed KPIs.

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Businesses Rethink Customer Experience Strategies

By: Greg Tavarez    12/14/2022

Businesses must engage with customers more on an individual level to build a deeper relationship.

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