Video Chat: Boosting Conversions and Aiding the Customer Journey by Ocular Solution
Chilean startup Ocular Solution may have found the missing piece in the customer journey puzzle of why visitors to a site do not turn into customers. The solution to the puzzle is video chat, or the online, face-to-face visual communication carried out with other internet users by means of a webcam and dedicated software. Ocular […]
Salesforce Builds Rich Profiles of Its Customers Through New Streaming Platform
Using information gleaned from what clients watch on a newly launched streaming platform, Salesforce is building a meticulous profile of its customers to tailor future offerings to them, said company officials. Salesforce used the company’s Dreamforce conference, its annual event held this year from September 21 to 23, to celebrate customer success and to launch […]
CRM Software Firm Optimove Secures New $75 Million Investment Round
Optimove, the privately held developer of web-based marketing and analysis software from Israel, announced on September 27 that it had secured an investment of $75 million in a new funding round, the company announced on its website. The capital infusion, led by alternative investment firm Summit Partners with participation from existing investors, will be used […]
Roundup: CX Mergers and Acquisitions, Funding Activity in September
The biggest CX acquisition in September was the $12 billion purchase made by financial software giant Intuit of email and marketing services firm Mailchimp (read that story here), with the deal expected to close sometime in 2022. Another prominent acquisition during the month was that made by Zendesk, the California-based customer service software and support […]
ServiceNow Releases Rome, the Latest Version of Now Platform
ServiceNow, the cloud-based workflow automation platform for the enterprise, has released Rome, the latest version of its Now Platform aimed at helping organizations adapt to the hybrid work model favored by workplaces today, the company said in a recent news release on its website. To meet both the challenges and opportunities in this new world […]
Consumers Likely to Shop with Brands that Understand Them This Holiday Season
New research about shopping for the upcoming holiday season reveals that consumers are more likely to stick with brands that personalize their offers and show an understanding of their needs. Consumers are also adjusting their behavior by starting to shop early and by allocating a bigger budget in anticipation of higher prices, results from the […]
Study: Over 90% of Organizations Lack Key Capabilities in Their CX Strategies
A new study on CX is shedding more light on the extent to which many firms today are ill-equipped to provide a viable CX solution for their customers, despite an awareness of the problem. While 82% of decision-makers identify CX to be a priority for their companies, the study said, more than 90% acknowledged that […]
ASAPP Report: Why Turnover of US Contact Center Agents Is So High
A new report from ASAPP, the research-based provider of artificial intelligence (AI) software, identifies three major themes associated with the high turnover of US contact center agents and their corollary impact on the worldwide CX industry. Of the 3.0 million agents currently employed in the contact center industry, up to 1.2 million—or 40%—leave their job […]
Growth Equity Firm Volition Capital Adopts No-Code Platform from Creatio
Hoping to boost efficiency by automating workflows related to customer resource management (CRM), growth equity firm Volition Capital turned to global software company Creatio and its no-code platform for help. This is the account told by Boston-based Creatio on its website about fellow Boston firm Volition, which invests principally in high-growth, founder-owned companies in the […]
Intuit to Acquire Mailchimp
Intuit, the maker of financial software, is acquiring customer engagement and email marketing services provider Mailchimp in a strategic move aimed at making the combined entity a global technology platform driven by artificial intelligence (AI), Silicon Valley-based Intuit announced in a news release posted on its website Monday. The cash-and-stock deal is worth $12 billion. […]
Alvaria Announces Two New Application Suites for the Enterprise
Alvaria, which was recently formed by the merger of Aspect Software with Noble Systems, is releasing two application suites for its enterprise contact center portfolio—one aimed at fostering CX, and the other intended to maximize the employee experience (EX), the company announced during a virtual event Wednesday, with the details posted in a news release […]
Skeepers Group Launches CX Management, A Plug-in to Rationalize Customer Feedback
The Skeepers Group, the French-based provider of software as a service (SaaS) solutions, has unveiled a new plug-in that collects data to help streamline the customer feedback process for brands, enabling brands to strengthen their relationship with customers, news related to the product launch last week indicated. The plug-in, called CX Management, collects customer feedback via personalized […]
