Brands Underestimate Emotional Impact of Breaking Promises

PRESS RELEASE: A new study from InMoment reveals that brands lack important understanding of the emotions that drive customer loyalty and significantly undervalue the negative impact of failing to deliver on customer expectations. Conducted by customer experience optimization leader InMoment, the annual CX Trends Report reveals how consumers and brands prioritize various aspects of the customer experience, examining where they are aligned, and where disconnects exist. In an additional set of annual benchmark questions, InMoment data scientists explored the areas of emotion and personalization. Continue reading Brands Underestimate Emotional Impact of Breaking Promises

88 percent of employees place responsibility for creating innovative cultures on employers

PRESS RELEASE: As global leaders gather at the World Economic Forum this week to discuss challenges facing the world in 2017, new research from BMC reveals that workers are placing more responsibility on employers to enable them with the skills required to be successful as they face massive changes being brought by the digital economy. Continue reading 88 percent of employees place responsibility for creating innovative cultures on employers

Retail apps failing to meet consumer expectations, research finds

PRESS RELEASE: Consumers believe current retail apps are failing to deliver the high quality and interactive mobile shopping experience they demand, according to new research. Despite a third of UK consumers admitting to downloading more retail apps in the last 12 months than they did in the previous year, just 40% said they were satisfied with the current offering. Continue reading Retail apps failing to meet consumer expectations, research finds

DialogTech and Genesys Partner to Help Businesses Convert More Callers to Customers

DialogTech, the leader in call attribution technology announced a partnership with Genesys. The partnership enables businesses to improve customer acquisition and fuel revenue growth by better aligning their marketing initiatives with call center activity and outcomes. Continue reading DialogTech and Genesys Partner to Help Businesses Convert More Callers to Customers

Zappix Announces an Integrated Smartphone Visual IVR Experience with Twilio and Other IVR Vendors

PRESS RELEASE: Zappix has announced that is has integrated Twilio into its Visual IVR building and authoring tool. The new integration with Twilio is aimed at reducing time to market and increasing customer satisfaction on building and deploying a Voice IVR combined with a Visual IVR. Continue reading Zappix Announces an Integrated Smartphone Visual IVR Experience with Twilio and Other IVR Vendors

PGi Enters into Agreement to Acquire Cloud Communications Provider ReadyTalk

PRESS RELEASE: PGi, the world’s largest dedicated provider of collaboration software and services announced that it has entered into a definitive agreement to acquire Denver-based ReadyTalk, a leading provider of cloud communications services, including audio, web and video conferencing, and self-service and managed webinar solutions. Continue reading PGi Enters into Agreement to Acquire Cloud Communications Provider ReadyTalk