CUSTOMER NEWS
Has Digital Grocery Shopping Made Consumers Less Loyal? A New Study Suggests "Yes"
A recent report commissioned by Incisiv, conducted in collaboration with The Food Industry Association (FMI) and in partnership with Loyal Guru, found…
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Using AI-Driven Data Exploration to Address Customer Churn
Whether you're competing in B2C, B2B or B2G, AI-driven data analysis can help reduce customer churn. Here's how.
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NICE's Enlighten Actions Revolutionizes Use of Data and Generative AI
Enlighten Actions, which combines Enlighten AI with Generative AI, allows businesses to create smart and humanized CX processes with unprecedented spe…
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Emergency Call Centers Face a Troubling Workforce Problem
Nationwide, emergency call centers are facing serious workforce shortfalls, according to the International Academies of Emergency Dispatch and the Nat…
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Five9 Updates Agent Assist Solution with AI Technology like ChatGPT
Cloud contact center company Five9 has made changes to its Agent Assist solution; particularly by using the same generative AI technology behind ChatG…
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Newegg, New ChatGPT: Retailer Integrates AI to Improve E-Commerce Experiences
Global e-retailer Newegg has announced that it's using ChatGPT to enhance customers' experiences.
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Consumers Disapprove of Energy Waste and Pollution from Unnecessary Data Storage
Nearly half of consumers think it's the responsibility of the organizations that store their information online to delete it when it's no longer neede…
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Mutare Voice Traffic Filter is the Support that CCaaS Providers Need
No business wants a constant barrage of voice channel attacks. This is why cybersecurity provider Mutare is set to prioritize partnerships with CCaaS …
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SoundHound Delivers Next-Gen Voice Assistant with Generative AI
SoundHound Chat AI brings together voice-enabled generative AI and voice assistant to allow any business to build a next-generation voice experience f…
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Five9 and Invoca Solution Offers Pre-Call Insights
PreSense combines the power of Five9 Intelligent CX Platform with Invoca's conversation intelligence technology to give contact center agents visibili…
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CUSTOMER Magazine Announces Winners of 3rd Annual Voice Technology Excellence Awards
The CUSTOMER Voice Technology Excellence Awards recognize vendors that are emerging as the true leaders in this evolving Voice Technology trend.
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Verneek Co-Founder: One Quin Provides AI Support Unavailable on Alexa, Siri, ChatGPT
Verneek, known for delivering Consumer Experience AI to enterprises, launched One Quin to accurately answer personalized consumer questions through vo…
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90% of Consumers Concerned About Poor Vendor Security in 2023
The majority of consumers are worried about the potential negative impact that poor vendor security could have on their lives in 2023.
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The Pros and Cons of Outsourcing for Small Businesses
Outsourcing has become an increasingly popular business strategy for small businesses looking to streamline operations, reduce costs, and focus on cor…
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Collaborate with Revenue-Critical Teams to Drive Faster Time to Revenue in Clari's Integration Hub
Clari launched the Integration Hub, a centralized resource that captures and organizes revenue-critical signals from more than 40 integrated technolog…
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Digital Marketing Maturity Drives Revenue Growth
A survey conducted by ON24 sheds light on the digital maturity of B2B marketing in Europe, filling the data gap that has historically existed in this …
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Ensuring Remote Agents Can Be Clearly Heard Drives Innovation in Headset Technology
Nectar and Jabra announced a development partnership and solution that integrates telemetry from the latest Jabra headsets into Nectar's Digital Exper…
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Cloudflare Steps into the Online Fraud Fray
Aware of the online fraud problem, Cloudflare's Fraud Detection is set to provide greater insights into online fraud threats.
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Report Finds Insurance Companies Are Realizing the Value of Investing in CX
Contact center solutions provider Talkdesk, Inc. recently released a new Talkdesk Research report, "Building Loyalty in Insurance Through Elevated Cus…
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CCaaS Challenge at the Edge: The Importance of High Fidelity in Customer Service Environments
The greatest challenge for cloud contact centers is quality at the edge - the ability for home-based agents to serve customers efficiently with great …
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How to Outpace Your Competitors with Next-Level Competitive Benchmarking
Organizations should use benchmarking not just to know where they stand in the market but what actions they need to take in order to get to the top an…
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Most Consumers Struggle to Remember Passwords
A new research study from the Entrust Cybersecurity Institute says passwords have outrun their course and it's time to provide users a simpler, more s…
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Marketers and Influencers: A New Survey with Updated Figures and Trends
A recent study from Capterra highlighted illuminating trends regarding how marketers are investing - or aren't investing - in influencer relationships…
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A New Blend of Success: Smoothie King Selects Medallia to Improve Experiences
Consumer and enterprise experiences company Medallia announced that it'd been selected by Smoothie King as its new experience platform.
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Verint Partners with Carahsoft to Bring Customer Engagement to the Public Sector
Customer engagement company Verint announced a partnership with Carahsoft to bring customer engagement to the public sector.
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NICE Reaches 1 Million Users Worldwide of Its CXone Cloud Platform
Customer experience company NICE announced that it reached an important milestone for its CX native cloud platform, CXone.
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Gaps in the Customer Service Journey Hurt Businesses
A Sprinklr study recently revealed, in partnership with Customer Contact Week Digital, significant challenges throughout the customer service journey.
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StoryStream Revisualizes e-Commerce Engagement via Live Video Shopping Solution
StoryStream, with its AI-powered visual commerce capabilities, launched its Live Video Shopping solution to bolster e-commerce engagement and customer…
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Increase Brand Loyalty through Personalized Customer Experiences with Qualtrics and Five9
The integration between Five9's Event Subscription Services and the Qualtrics' XM Platform helps contact center managers improves the agent experience…
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DrivenIQ AMP-lifies Curation of Cookieless First-Party Data Audiences
DrivenIQ's AMP empowers brands to learn who their customers are and who they are most likely to be.
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Team Support Announces New Messaging Channels for Better B2B Support Continuity
To better enable B2B customer support continuity, TeamSupport last week announced the launch of two new messaging channels, Google Business Messages a…
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Qualtrics and Twilio Expand Partnership, Introduce Real-Time Data-Sharing Solution
Experience management company Qualtrics recently announced an expansion of its partnership with Twilio. The expansion involves the introduction of a n…
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ChatGPT Integration Enhances GoTo Customer Engagement
GoTo announced a new message assistant beta, powered by OpenAI's ChatGPT, within its GoTo Customer Engagement product.
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Vonage Boosts Video API Capabilities with AI
Vonage introduced new AI-powered enhancements to its Video API, providing customers with increased accessibility and automated, real-time media proces…
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Holiday Inn Club Vacations Employs Medallia Technology to Measure 'Guest Love'
Holiday Inn Club Vacations adopted technology from Medallia to improve "Guest Love" scores for the brand's customer support call center to their highe…
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7 tips for digitally safe handling of personal data in the workplace
In this blog post we provide 7 tips for digitally secure operations. Under the General Data Protection Regulation, or privacy regulation, it is import…
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ConverseNow Pilots Wingstop to New Heights with Voice AI
Wingstop is the next brand to utilize voice AI through a pilot program with voice AI provider ConverseNow.
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Commerce Experiences Secured through F5 and Visa Partnership
F5 and Visa empower merchants to provide their customers with a seamless, secure and personalized shopping experience.
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Build a Deeper Connection with Customers through HubSpot's AI-powered Tools
Two new HubSpot tools, powered by AI systems from OpenAI, help HubSpot customers save time while creating better connections with their audiences.
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Recipients of the 2023 CUSTOMER Product of the Year Award Announced
The CUSTOMER Product of the Year Award recognizes vendors whose products and solutions enable their clients to meet and exceed the expectations of the…
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As the Retail Industry Continues to Evolve, the Best Retailers are Transforming Omnichannel Communications
Companies must deliver a sophisticated omnichannel customer experience that utilizes the growing array of unique channels an organization can employ w…
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Meeting Customer Expectations Requires a Digital-First Approach
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
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
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
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
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
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
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
The Körber 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
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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