Canvs AI and PODS Team Up to Power CX
Canvs AI, the provider of a text analytics platform for consumer insights and CX, says its platform has been successfully adopted by PODS, the popular moving and storage company with a professed CX and customer feedback mindset.
Receiving tens of thousands of customer comments annually from post-experience surveys, call center interactions, and digital touchpoints, PODS says it needed a way to extract meaningful insights from open-ended questions at scale. Using Canvs AI, PODS was able to efficiently analyze thousands of open-ended responses, quickly organizing and classifying the themes to understand the feedback scores from customers, in turn helping PODS to develop actionable next steps.
“The way PODS is using Canvs is the reason Canvs exists. They’re able to take mountains of customer feedback that would otherwise be nearly impossible to analyze and quickly identify not only trending topics and themes but also emotional sentiment,” says Jared Feldman, founder and CEO of Canvs AI. “Probably the most important part is that they’re able to generate highly specific and actionable insights that they can implement to continuously improve customer experience.”
Sprinklr Partners with Abu Dhabi Digital Authority to Adopt and Scale Operations
Global CX software firm Sprinklr is partnering with the Abu Dhabi Digital Authority (ADDA) to help government entities in the emirate adopt and scale unified CX programs aimed at improving citizen experiences and engagement across the region.
Related Article: Study: Over 90% of Organizations Lack Key Capabilities in Their CX Strategies
Partnering with ADDA, San Francisco-based Sprinklr will simplify the pricing and procurement process so that government organizations in Abu Dhabi, a federation within the United Arab Emirates (UAE), can bring solutions to market more easily. By reducing complexity to focus on a resident’s journey, Sprinklr can help residents engage government services through unified CXM, its single-platform strategy for customer-facing teams to collaborate and take action in sync. Artificial intelligence (AI) then stitches together patterns to generate insights for innovating and taking action more quickly.
Officials at ADDA say that enhancing the digital capabilities of government organizations in Abu Dhabi is fundamental to the agency’s task. “This partnership is critical,” says Mohamed Abdel Hamid Al Askar, ADDA director-general, “as it will lead to more transparent and collaborative governance approaches that boost resident engagement, enhance the decision-making processes, as well strengthen relevance, responsiveness, and accountability of government entities.”
EGain Helps Retailer and Its Customer Service Agents Be Effective Across the Board
Knowledge automation platform provider eGain says its Knowledge Hub software is being used today by a fast-growing online sports retailer to deliver fun experiences not only for the retailer’s shoppers but also for the contact center agents who serve the shoppers.
The retailer’s contact center workforce includes seasonal and gig agents who are not as familiar with the company’s offerings as the experienced, in-house agents of the retailer, eGain notes. And with the number of seasonal agents increasing significantly during the holiday season, the retailer wants to ensure that all its agents—and not just the experienced ones—are equally productive and knowledgeable.
The retailer selected eGain after noting the rich functionality of the Knowledge Hub software and its out-of-the-box integration with the contact center infrastructure of Genesys, the CX and call center technology provider. Those strengths seen with Genesys can now also be harnessed by the retailer’s customer service agents working in the US and UK contact centers, who will have access to the eGain software to answer customer queries and questions and resolve issues on merchandise, order status, returns, payment, and assurance programs, eGain explains.
Tealium and Indegene Collaborate on CDP Initiative to Help Life Sciences Brands
Tealium, the San Diego, California-based provider of a customer data platform (CDP) with machine learning capabilities, is combining its CDP solutions with the life sciences domain knowledge and advanced data and analytics expertise of Indegene, the healthcare solutions organization from India.
Related Article: Tealium Report: Customer Data Platforms Now Indispensable to Business
The partnership will help life sciences organizations drive effective business decisions, elevate the journeys of healthcare professionals as well as patients, and enhance brand engagement, according to a joint statement from the two companies. The collaboration will also help global life sciences organizations of all sizes modernize their CDPs with Tealium. The joint capabilities stemming from the partnership are being built to resolve customer data collection and storage, marketing automation and implementation, and data and analytics issues.
Life sciences brands can then leverage customer data intelligence based on data from healthcare professionals, patients, and caregivers. And with real-time dashboard and reporting integrations, the partnership is expected to boost customer insights at a more granular level, elevating overall the CX vision of the two providers.
MoEngage and Holiday Factory Work to Improve User Interface and Experience
Insights-led customer engagement platform provider MoEngage is working with Holiday Factory, the online tour operator offering holiday packages in Dubai, UAE, to bolster customer engagement.
An early adopter in 2015 of a customer engagement platform, Holiday Factory started exploring the possibility of using other platforms as the brand scaled, the market in the region matured, and the metrics on the company’s return on investment (ROI) changed. Holiday Factory then adopted a fresh platform, but its experience with the new vendor proved unsatisfactory. Finally, the company came across MoEngage, which helped Holiday Factory improve its user interface (UI) and overall user experience (UX). The collaboration is continuing, reinforced by the transparency, quick support, and integration capabilities being provided by MoEngage, executives from Holiday Factory affirm.
Holiday Factory is the newest addition to MoEngage’s growing clientele in the Middle East and India, a customer base that also includes the Commercial Bank of Dubai, the lifestyle retail company the Azadea Group, and the retail and hospitality organization the Landmark Group.
Author Information
Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.
At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.
