Growth Equity Firm Volition Capital Adopts No-Code Platform from Creatio
By Alex Gaw September 16, 2021
Hoping to boost efficiency by automating workflows related to customer resource management (CRM), growth equity firm Volition Capital turned to global software company Creatio and its no-code platform for help. This is the account told by...
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Powering Excellent CX in the Utility Services Market
By Keith Kirkpatrick September 15, 2021
Most customers only think about their electricity, water, or gas service providers at two times: when their bill comes, and when there is an interruption or problem with the service. However, given the increased use of Internet of Things...
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Delivering a Great B2B Customer Experience
- By Keith Kirkpatrick September 15, 2021
Providing an excellent CX has become a point of focus for business-to-consumer (B2C) organizations, across a wide range of industries, from airlines and retail to utility companies. The focus on B2C customers makes sense; today’s consumers can...
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Intuit to Acquire Mailchimp
- By Alex Gaw September 15, 2021
Intuit, the maker of financial software, is acquiring customer engagement and email marketing services provider Mailchimp in a strategic move aimed at making the combined entity a global technology platform driven by artificial intelligence (AI),...
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Alvaria Announces Two New Application Suites for the Enterprise
- By Alex Gaw September 15, 2021
Alvaria, which was recently formed by the merger of Aspect Software with Noble Systems, is releasing two application suites for its enterprise contact center portfolio—one aimed at fostering CX, and the other intended to maximize the employee...
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Airport CX: Choices, Choices . . . Wait in Line or Read a Book While Sipping a Beverage?
By Sherril Hanson September 10, 2021
Waiting in lines has long been part of the travel experience. Parking shuttles, rental car vans, baggage check-in, customer service, and security are all points where a long wait can prove not only unpleasant, but potentially trip altering if your...
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Skeepers Group Launches CX Management, A Plug-in to Rationalize Customer Feedback
- By Alex Gaw September 10, 2021
The Skeepers Group, the French-based provider of software as a service (SaaS) solutions, has unveiled a new plug-in that collects data to help streamline the customer feedback process for brands, enabling brands to strengthen their...
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IQVIA Unveils AI-Powered Tech to Enhance Medical Information Contact Center Services
- By Alex Gaw September 9, 2021
IQVIA, the giant Connecticut-based provider of biopharmaceutical and commercial outsourcing services to the life sciences industry, has begun to deploy technologies powered by artificial intelligence (AI) to boost the patient experience and that of...
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Empowering Customers to Become Evangelists
- By Keith Kirkpatrick September 9, 2021
A significant amount of attention in the CX community has been placed on driving excellent CX, so that customers are satisfied and feel more loyal to the organization. While increasing the number of loyal customers can help reduce some marketing...
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Improving CX and Operations via Self-Service Tools
- By Keith Kirkpatrick September 8, 2021
The use of automated attendants to replace a human call center agent or cashier was viewed simply as a cost-cutting measure. But today’s customers, empowered by the growing ubiquity of smartphones, voice-based digital assistants, and an endless...
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Report: AI Is Key for Retailers to Personalize CX at Scale, but Adoption Is Still Negligible
- By Alex Gaw September 8, 2021
A new report from global CX solutions provider Talkdesk identifies artificial intelligence (AI) as a key area of opportunity for retailers to elevate CX, but adoption of AI in contact centers remains low and is cause for concern. In its latest...
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Zendesk Acquires Cleverly to Advance Automation and Customer Service
- By Alex Gaw September 2, 2021
Zendesk, the provider of customer service software and support ticketing systems based in San Francisco, California, has acquired Cleverly, an artificial intelligence (AI) platform company headquartered in Lisbon, Portugal. Zendesk will integrate...
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