Boston Mutual Announces New CX Department
Boston Mutual Life Insurance Company has created a new department that will align technology and service in one integrated area to support the life insurance carrier’s emphasis and focus on CX. The new department, to be called Customer Experience, Innovation, Projects & Technology Strategic Business Center (SBC), combines previously existing departments, including the Strategic Project […]
New CX Research from Zeta Global, LiveVox, Gartner, Confluent, and Precisely
Of the five new research reports profiled in this roundup, three focus on what is not being done correctly by new technologies or approaches today. The objects of contention include customer data platforms, artificial intelligence (AI) and its adoption, and CX program success. The remaining two reports strike a far more positive tone on their […]
Customer Wins: HappyOrNot, Emplifi, Avtex Solutions, Satisfyd, and 3CLogic
This new roundup of customer wins includes two automotive-related success stories from overseas: the collaboration between Finnish terminals manufacturer HappyOrNot with Lexus Manila in the Philippines, and the partnership of Ohio software firm Emplifi with Canadian luxury RV maker Pleasure-Way. The three other wins represent formidable pairings involving large-sized companies: TTEC’s Avtex Solutions with the […]
Qualtrics Introduces Employee Experience ID and Employee Journey Analytics
Qualtrics, the provider of a cloud-based subscription software platform for experience management, announced two recent additions to a core experience module aimed at helping companies better understand the full employee journey, with the twin goals of providing valuable insight on how to address employee problems before costly turnover occurs. The two additions are Employee […]
Oracle Adds Customer Data Platform Functionality to Oracle Service
Oracle recently announced an update to Oracle Service with new functionality that embeds data from Oracle Unity Customer Data Platform (CDP). The two CX apps are components of Oracle Fusion Cloud CX, and together they leverage artificial intelligence (AI) to help organizations deliver more personalized and more efficient customer service engagement. “Service agents frequently work […]
M&A News: Concentrix, Disqo, AskNicely, All for One Group, and OpenWeb
In this latest M&A roundup, among the acquisitions that published financial details of their transactions were two that fetched hundred-million-dollar prices. The buyout by Concentrix of ServiceSource was the larger deal, passing the $130 million mark, followed by OpenWeb’s $100 million acquisition of Adyoulike, a deal involving two New York City-based software platform developers. There […]
Twilio: Nonprofits Outperform Private Sector in Digital Engagement
New and recent research on nonprofit organizations from Twilio, the San Francisco-based provider of a customer engagement and cloud communications platform, shows that nonprofits outpace the private sector in digital engagement, but achieving or accelerating digital transformation is hampered by a lack of access to developer talent. Nonprofits play an important role in community building […]
New CX Research from LiveVox/Omdia, Khoros, Alida, Reltio, and Telus
This roundup highlights key findings from a batch of recently released reports on CX and CX-related subjects. Find out what LiveVox and Omdia consider barriers to great CX, bookended by the results from Telus International on how consumers really feel about bad CX. A second set of bookend stories can be found in Alida’s take […]
New Customer Wins for Five9, ActionIQ, Vonage, Qualtrics, and Medallia
The biggest win in this new roundup of customer success stories is the deal that Five9 secured with a yet unidentified global health conglomerate, reportedly worth some $40 million yearly. But the four other successful partnerships highlighted in the roundup are also notable in their own way. Those pairings involve ActionIQ and Jackson Hewitt; Vonage […]
Salesforce Launches CRM Analytics With New Features
A customer relationship management (CRM) solution from Salesforce has been retooled and relaunched with new features that incorporate artificial intelligence (AI)-driven insights directly into workflows, advances that Salesforce says can help companies perform more efficiently, predict outcomes, and obtain AI-based guidance. The reworked Salesforce solution is CRM Analytics, formerly known as Tableau CRM. By employing […]
M&A News: StackCommerce, Kantar, and Gupshup are Among Buyers in April
Among the mergers and acquisitions that took place toward the end of April are the six buyouts highlighted in this roundup involving the areas of e-commerce, unified marketing measurement, conversational intelligence, sales enablement, webcasting, and video creation. Details follow below. E-Commerce: StackCommerce Acquires The Fascination StackCommerce, the provider from Venice, California of an e-commerce and […]
SugarCRM Has Banner Fiscal 2022, Looks Ahead to Continue Thriving
SugarCRM, the Silicon Valley-based provider of an artificial intelligence (AI)-driven platform for customer relationship management (CRM), enjoyed a banner year as it reported double-digit growth in attracting new customers, a triple-digit surge in other Sugar offerings, new partnerships around the world, and a string of industry awards for CRM excellence. In the key CRM success […]
