Video Chat: Boosting Conversions and Aiding the Customer Journey by Ocular Solution
By Alex Gaw September 29, 2021
Chilean startup Ocular Solution may have found the missing piece in the customer journey puzzle of why visitors to a site do not turn into customers. The solution to the puzzle is video chat, or the online, face-to-face visual communication carried...
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Salesforce Builds Rich Profiles of Its Customers Through New Streaming Platform
- By Alex Gaw September 28, 2021
Using information gleaned from what clients watch on a newly launched streaming platform, Salesforce is building a meticulous profile of its customers to tailor future offerings to them, said company officials. Salesforce used the company’s...
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CRM Software Firm Optimove Secures New $75 Million Investment Round
- By Alex Gaw September 27, 2021
Optimove, the privately held developer of web-based marketing and analysis software from Israel, announced on September 27 that it had secured an investment of $75 million in a new funding round, the company announced on its website. The capital...
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Contactless Trends in Hospitality that Improve CX and Calm COVID-19-Weary Nerves
By Sherril Hanson September 27, 2021
The hospitality industry was already working to implement more contactless technologies pre-COVID-19, but the pandemic accelerated many rollouts and pushed trials to implementations. Hotels are experimenting with limited front desk staff, virtual...
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Roundup: CX Mergers and Acquisitions, Funding Activity in September
- By Alex Gaw September 24, 2021
The biggest CX acquisition in September was the $12 billion purchase made by financial software giant Intuit of email and marketing services firm Mailchimp (read that story here), with the deal expected to close sometime in 2022. Another prominent...
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ServiceNow Releases Rome, the Latest Version of Now Platform
- By Alex Gaw September 22, 2021
ServiceNow, the cloud-based workflow automation platform for the enterprise, has released Rome, the latest version of its Now Platform aimed at helping organizations adapt to the hybrid work model favored by workplaces today, the company said in a...
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Consumers Likely to Shop with Brands that Understand Them This Holiday Season
- By Alex Gaw September 22, 2021
New research about shopping for the upcoming holiday season reveals that consumers are more likely to stick with brands that personalize their offers and show an understanding of their needs. Consumers are also adjusting their behavior by starting...
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Study: Over 90% of Organizations Lack Key Capabilities in Their CX Strategies
- By Alex Gaw September 22, 2021
A new study on CX is shedding more light on the extent to which many firms today are ill-equipped to provide a viable CX solution for their customers, despite an awareness of the problem. While 82% of decision-makers identify CX to be a priority...
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COVID-19 Forces Telecom Operators to Adapt Their Customer Service Operations
By Sue Marek September 20, 2021
The COVID-19 pandemic accelerated the speed at which telecom operators shifted toward online customer service tools and e-commerce retail sales. And even with telecom retail stores fully open across the country today, it is expected that consumers...
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The Power of Personalization in CX
By Keith Kirkpatrick September 17, 2021
From a commercial perspective, personalization was once limited to marketing or sales activities, often tied to specific actions, such as a previous purchase or a direct-mail offer. However, personalization across the entire customer journey has...
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Understanding the CX Metrics that Matter
- By Keith Kirkpatrick September 17, 2021
Famed management consultant Peter Drucker once noted that “if you can’t measure it, you can’t improve it.” One of the key tenets in life is that customer experience cannot be measured directly, but keeping track of the factors that...
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ASAPP Report: Why Turnover of US Contact Center Agents Is So High
- By Alex Gaw September 17, 2021
A new report from ASAPP, the research-based provider of artificial intelligence (AI) software, identifies three major themes associated with the high turnover of US contact center agents and their corollary impact on the worldwide CX...
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