Under the expert guidance of Bain & Company and with operational and technology support provided by experience management leader MaritzCX, HSBC has completed the launch of their new, global, customer experience programme. Continue reading HSBC Partners with MaritzCX and Others to Complete the Launch of Their New, Customer Journey Based Experience Management Programme
Airship Unveils Airship Journeys, Offering Brands Revolutionary Simplicity to Create, Manage and Optimize Cross-Channel Customer Experiences for the Mobile Era
Customer engagement company Airship introduced Airship Journeys, a new visual interface that makes customer engagement simpler and dramatically more effective for the marketer. Continue reading Airship Unveils Airship Journeys, Offering Brands Revolutionary Simplicity to Create, Manage and Optimize Cross-Channel Customer Experiences for the Mobile Era
Salesforce and Amazon Web Services (AWS) Expand Global Strategic Partnership
Amazon Web Services, Inc. (AWS), an Amazon.com company, the global leader in infrastructure cloud computing, and Salesforce (NYSE: CRM), the global leader in Customer Relationship Management (CRM) announced an expansion of their global strategic partnership. Continue reading Salesforce and Amazon Web Services (AWS) Expand Global Strategic Partnership
“Hey Einstein”— Salesforce Brings Voice to Every Customer Experience
Salesforce is bringing the power of voice to every customer experience spanning the Salesforce Customer 360 Platform and enabling millions of CRM users to talk to Salesforce. With Einstein Voice Assistant guiding every action, insight and prediction, Salesforce users will be more productive—from anywhere. Continue reading “Hey Einstein”— Salesforce Brings Voice to Every Customer Experience
Helpshift Announces Integration with Amazon Connect to Take Omnichannel Engagement to the Next Level
Helpshift, a platform revolutionizing customer service technology, announced its integration with Amazon Connect. Helpshift + Amazon Connect brings together the traditionally siloed channels of phone support and digital self-service with messaging, artificial intelligence (AI), and bots to provide a frictionless, cross-channel experience to customers. Continue reading Helpshift Announces Integration with Amazon Connect to Take Omnichannel Engagement to the Next Level
Vonage announces strategic alliance with Grant Thornton to accelerate the digital transformation of financial services organizations
Vonage, a global business cloud communications leader announced a strategic alliance with Grant Thornton UK LLP to help accelerate the digital transformation of UK financial services organizations, as they seek to outcompete on customer experience. Continue reading Vonage announces strategic alliance with Grant Thornton to accelerate the digital transformation of financial services organizations
NexTechAR Teams with LivePerson to Personalize Augmented Reality Through Conversational Commerce
NexTech AR Solutions, the industry leader in augmented reality, is pleased to announce it has partnered with LivePerson (NASDAQ:LPSN), a global leader in conversational commerce solutions, to integrate augmented reality (AR) for enhanced product views and 3D advertising into LivePerson’s AI-powered conversational commerce platform. Continue reading NexTechAR Teams with LivePerson to Personalize Augmented Reality Through Conversational Commerce
Webinar: Customer Surveys – The big problem (and one or two others) with relying on customer surveys and how measuring quality can solve them.
Is NPS too generic? Is CSAT too open to bias? Relying on customer surveys just isn’t enough. Continue reading Webinar: Customer Surveys – The big problem (and one or two others) with relying on customer surveys and how measuring quality can solve them.
From hype to reality: AI in the contact centre
Martin Taylor, Deputy CEO at Content Guru, explores how AI applications like Natural Language Processing and image recognition are already revolutionising the delivery of customer service… Continue reading From hype to reality: AI in the contact centre
Verint Reimagines Cloud Workforce Management to Deliver World-Class Solution That Meets the Evolving Needs of Customers and Employees
Effectively managing today’s workforce is crucial for improving customer experience, operational efficiency, and compliance. Yet currently, rising expectations of both customers and employees have made forecasting and scheduling contact centre agents and customer engagement resources exponentially more challenging. Continue reading Verint Reimagines Cloud Workforce Management to Deliver World-Class Solution That Meets the Evolving Needs of Customers and Employees