The Digital Achievement Gap: Companies Struggle to Meet Customer Expectations

Zendesk released The Zendesk Customer Experience Trends Report 2019 showing that companies of all sizes across industries and geographies lack the capabilities needed to keep up with ever increasing customer expectations. The report is based on global survey results, focus groups, and the Zendesk Benchmark, an index of product usage data from 45,000 companies using Zendesk. Continue reading The Digital Achievement Gap: Companies Struggle to Meet Customer Expectations

Quest Software Selects Coveo to Transform Customer Experience with AI

Coveo, a market leader in AI-powered business solutions, announced that Quest Software, a global systems management, data protection and security software provider, has chosen Coveo to transform its online customer experience with an enterprise-wide implementation of the company’s AI-powered search and recommendations technology. Continue reading Quest Software Selects Coveo to Transform Customer Experience with AI

Philadelphia Phillies Select Mitel for High Performance Communications and Collaboration Lineup

One of baseball’s most historic teams, the Philadelphia Phillies, chose Mitel® to power communications and collaboration across its entire organization and mobile workforce, keeping staff connected, productive and delivering an exceptional fan experience. Continue reading Philadelphia Phillies Select Mitel for High Performance Communications and Collaboration Lineup

Servion Global Solutions Appoints Laurent Philonenko as New Chief Executive Officer

Servion Global Solutions, a leading specialist in Customer Experience Management (CEM) – backed by Everstone Capital and Solmark – announced today the appointment of Laurent Philonenko as its new CEO and board member. Based out of San Francisco, Laurent will lead the company through its transformative phase amidst the rapidly changing business landscape. Continue reading Servion Global Solutions Appoints Laurent Philonenko as New Chief Executive Officer

Bertelsmann and Saham merge CRM outsourcing businesses to launch new firm and plan significant tech investment

CX Trends Study: UK Consumers Lead in Prioritising Corporate Social Responsibility

A new study from cloud-based experience leader, InMoment, uncovered five trends, including one that reveals UK consumers are outshining their global peers in making social responsibility a priority when choosing which brands to support. Unlike other areas in the study, UK companies were well aligned with consumers, also ranking this as a major area of focus. Continue reading CX Trends Study: UK Consumers Lead in Prioritising Corporate Social Responsibility

Clarabridge Closes 2018 with Record Growth in the Contact Centre

Clarabridge revealed that it has closed a momentous 2018, with a record-setting fourth quarter, positioning the company for continued growth in 2019. The Clarabridge Contact Center Solution has grown in use by 800% in less than two years since launch, fueling the company’s success. In 2018, Clarabridge added nearly 100 new customers spanning Fortune 500 healthcare, financial, CPG, and high-tech institutions, and experienced a 45% increase in Q4 bookings. Continue reading Clarabridge Closes 2018 with Record Growth in the Contact Centre