IQVIA Unveils AI-Powered Tech to Enhance Medical Information Contact Center Services
IQVIA, the giant Connecticut-based provider of biopharmaceutical and commercial outsourcing services to the life sciences industry, has begun to deploy technologies powered by artificial intelligence (AI) to boost the patient experience and that of health care professionals (HCPs), the company announced in a recent news release on its website. The new AI-powered technologies take the […]
Report: AI Is Key for Retailers to Personalize CX at Scale, but Adoption Is Still Negligible
A new report from global CX solutions provider Talkdesk identifies artificial intelligence (AI) as a key area of opportunity for retailers to elevate CX, but adoption of AI in contact centers remains low and is cause for concern. In its latest report, Powering retail growth: The next generation of contact centers, San Francisco-based Talkdesk said […]
Zendesk Acquires Cleverly to Advance Automation and Customer Service
Zendesk, the provider of customer service software and support ticketing systems based in San Francisco, California, has acquired Cleverly, an artificial intelligence (AI) platform company headquartered in Lisbon, Portugal. Zendesk will integrate Cleverly’s technology across existing products, enabling teams to automate more processes while keeping up with customer demand, the company announced in a blog […]
New Ikea Virtual Queue Management System Improves CX in Saudi Arabia and Bahrain Stores
A virtual queue management system introduced at Ikea stores in Saudi Arabia and Bahrain is proving successful in enabling customers to have a more satisfying shopping experience, while also eliminating potential friction and frustration traditionally associated with service delays. Ikea’s partnership with Ombori Grid, a technology solutions innovator with verifiable queue management success, is recounted […]
UAE Regional Utility Etihad Water & Electricity Moving to New SAP Solution to Improve CX
The regional utility in the United Arab Emirates (UAE) known as Etihad Water & Electricity (EtihadWE) is embarking on a new digitalization initiative to improve CX and achieve other goals, the utility said in a news release dated August 29 on its website. EtihadWE is moving its business process workflows to the cloud platform of […]
Qualtrics and Mercer Join Forces for Employee Experience Betterment
Qualtrics and Mercer are joining forces in a partnership to help companies provide a more meaningful employee experience (EX), a news release from Qualtrics indicated on the company’s website. The joint initiative, which will enable organizations to combine the offerings of the Qualtrics XM Platform, along with the human resources (HR) expertise and EX advisory […]
Report Findings: Consumers Today Are Largely Unexcited by Brands
A new survey on customer expectations reveals that companies can no longer separate their product from the customer experience they offer, and that low customer expectations signal fresh opportunities for businesses to find a new approach to delight customers. The findings are contained in a report from Freshworks, the consumer-focused business software firm based in […]
Twilio Segment Unveils Developer Toolkit to Craft Distinctive CX
Twilio Segment, a customer data platform (CDP) provider, has released a toolkit that the company says allows developers to create and tailor unique CXs intended to deliver greater customer engagement (CE). The Twilio Segment Developer Toolkit equips organizations with powerful capabilities for customer data collection and integration, according to a news release last week from […]
New Gartner Survey Identifies Six Gaps Critical to Future Employee Experience
A new study from Gartner says that a troubling gap in perception is emerging between executives and employees on areas such as flexible work practices and trustworthiness—issues that could significantly affect employee work strategies in the future if the concerns are not dealt with. Gartner said it examined key areas crucial to the employee experience […]
Microsoft Acquires Suplari, an AI-Automated Spend and Procurement Startup
In its latest string of technology-focused acquisitions, Microsoft has acquired Seattle, Washington-based Suplari, the provider of a cloud-based spend management solution powered by artificial intelligence (AI) that helps companies optimize spending and manage costs. Financial terms of the deal were not disclosed, but the acquisition is intended to bolster the procurement capabilities of Dynamics 365, Microsoft’s […]
Adobe Expands Digital Transformation Capabilities to Healthcare and Patient Experience
Adobe is expanding the customer experience management (CXM) capabilities of a current product offering into the realm of healthcare, the company said on its website when announcing the solution. Key features of the expanded offering, called Adobe Experience Cloud for Healthcare, will include real-time updates of patient data, adherence to industry standards to safeguard privacy, […]
Ethereum Firm ConsenSys Partners with Conversational AI Innovator LivePerson
ConsenSys, the leading blockchain company for the Ethereum cryptocurrency, is partnering with global commerce and conversational artificial intelligence (AI) developer LivePerson, both companies announced on their websites earlier this month. The new partnership will provide quick, personalized digital experiences for MetaMask, a digital wallet funded by ConsenSys that the blockchain firm says is used to […]
