Gartner Survey Finds Two-Thirds of Customers Contact Customer Service After Receiving Proactive Outreach From a Brand

Two-thirds of customers contact customer service after receiving proactive outreach from a brand, often using costly assisted channels because they needed additional information or confirmation, according to Gartner, Inc. This flawed approach to proactive customer service can create customer confusion and unanswered questions that erode the benefits of a proactive strategy. Continue reading Gartner Survey Finds Two-Thirds of Customers Contact Customer Service After Receiving Proactive Outreach From a Brand

Cyara Adds Leading Automated Chatbot Testing to Customer Experience Assurance Offerings with Acquisition of Botium

Cyara, provider of the award-winning Automated Customer Experience (CX) Assurance Platform, closed its acquisition of industry-leading automated chatbot testing company, Botium, which adds chatbot and conversational AI testing capabilities to its portfolio, further solidifying its position as the global leader in the CX testing and assurance market. Continue reading Cyara Adds Leading Automated Chatbot Testing to Customer Experience Assurance Offerings with Acquisition of Botium

Workforce wellbeing – what does it really mean and why does it matter more than ever?

Stress is a major barrier to success and it is affecting everyone. In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. This first article outlines the key triggers for agents, supervisors and senior managers and shows why it pays to take a comprehensive approach to organisational wellbeing… Continue reading Workforce wellbeing – what does it really mean and why does it matter more than ever?

Vonage partners with Curious Thing to positively impact public safety

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, announced that Australia-based startup Curious Thing is using the Vonage Communication Platform (VCP) to scale its solutions and improve customer experiences with automated and AI-enabled proactive customer engagement. Continue reading Vonage partners with Curious Thing to positively impact public safety

Mastercard Strengthens Consumer Engagement Services With Close of Dynamic Yield Acquisition

Mastercard has completed its acquisition of Dynamic Yield from McDonald’s. Dynamic Yield—a state-of-the-art personalization platform and decision engine company—strengthens Mastercard’s suite of consumer engagement and loyalty services that help brands deliver more effective and trusted customer experiences across channels. Continue reading Mastercard Strengthens Consumer Engagement Services With Close of Dynamic Yield Acquisition

HappyFox Launches Assist AI, an AI-Driven Conversational Ticketing Tool Allowing Employees to Resolve Issues Inside Slack

HappyFox, Inc., makers of a top-rated help desk platform, announced the release of HappyFox Assist AI, a new product that gives IT and HR teams the power to leverage AI to auto-resolve repetitive questions and allow companies to manage their IT and HR support within Slack. Continue reading HappyFox Launches Assist AI, an AI-Driven Conversational Ticketing Tool Allowing Employees to Resolve Issues Inside Slack

Talkdesk Research Finds Growing Opportunity for Brands to Build Lasting Relationships with Gen Z

Talkdesk, a global cloud contact centre leader for customer-obsessed companies, released its newest research report, Winning Gen Z Through Exceptional Customer Service. The report discovered that while 88% of Gen Z consumers are loyal to five or fewer companies in total, nearly a third (31%) have become loyal to a new company in the past year. Continue reading Talkdesk Research Finds Growing Opportunity for Brands to Build Lasting Relationships with Gen Z

Qualtrics Selected by Pos Malaysia for New Customer Experience Program

Qualtrics, the leader and creator of the experience management (XM) category, announced that Pos Malaysia Berhad has selected Qualtrics CustomerXM™ and Kantar to guide and accelerate its ongoing digital transformation aimed at improving the way customers connect with the company and enhancing operational efficiencies. Continue reading Qualtrics Selected by Pos Malaysia for New Customer Experience Program