Parsec Highlights Customer-Focused Interface Enhancements to Its MES Platform
The News: Parsec Automation Corp. announced today several new interface enhancements to its TrakSYS manufacturing execution system (MES) software, which is designed to allow production managers and analysts to monitor, manage, and analyze real-time machine data to drive efficiency, process improvement, and quality improvement and control, among other use cases. The objective of the updates […]
Twilio’s CustomerAI Technology Enables One-to-One Customer Engagement
The News: Customer engagement platform Twilio this week announced CustomerAI, its technology that leverages the combined power of large language models (LLMs) with the rich customer data that flows through Twilio’s Customer Engagement Platform. CustomerAI is designed to help businesses pair the customer information within the data held within the company’s customer data platform (CDP), […]
Salesforce Unveils Marketing GPT & Commerce GPT for End-to-End Personalization
The News: Salesforce announced on June 7 at Connections its latest generative AI product offerings, Marketing GPT and Commerce GPT. The two products combine generative AI technology with trusted, real-time data from Data Cloud, transforming how companies connect with their customers, and are focused on improving marketing efficiency and personalized buying experiences, respectively. According to Salesforce, marketers will […]
FCA’s Consumer Duty Framework: Rules and Standards to Drive Better Customer Experiences
The News: The Consumer Duty, a new regulatory framework that sets out higher and clearer standards of consumer protection across the financial services industry in the United Kingdom, is set to go into effect on July 31, according to the Financial Conduct Authority (FCA), the independent financial services conduct regulator. The framework is designed to […]
Sprinklr AI+ Unifies Its Proprietary AI with Generative AI from OpenAI
The News: Sprinklr announced late last month the launch of Sprinklr AI+, its new AI offering that unifies proprietary AI from Sprinklr via generative capabilities powered by an enterprise API integration with OpenAI. The combination of the two types of AI allows enterprises to combine unstructured, CX data from 30+ digital channels, including social platforms, […]
Automation Anywhere Launches Generative AI Tools
The News: Automation Anywhere, a cloud native intelligent automation vendor, announced on June 1 that it had infused generative AI across its Automation Success Platform. The company highlighted three specific product announcements that incorporate generative AI technology, which enable more natural interactions with applications across the enterprise. Perhaps most interesting is that Automation Anywhere has […]
Customer Care Questions Drive Significant Engagement with Social Media Platforms
The News: Communicating with brands on social media platforms has become a preferred strategy for many consumers, according to the results of a recent Khoros survey that included more than 1,300 respondents who indicated they had tweeted directly to or about a brand or company on Twitter, Facebook, or Instagram. Indeed, the survey found that […]
Delta Launches, Then Pauses, Employee Recognition Program After Backlash
The News: On May 27, news emerged about Delta Air Lines’ plan to share the first names of flight attendants with passengers in emails that will be sent to customers a day before their flight, as part of a new employee recognition tool. The tool, in which passengers can see only the first names of […]
Frontier Places Last in J.D. Power 2023 North America Airline Satisfaction Survey
The News: Frontier Airlines received a last-placing ranking in the J.D. Power 2023 North America Airline Satisfaction Survey, which saw the low-cost carrier trail rivals such as Spirit Airlines, Allegiant Air, and WestJet. The North America Airline Satisfaction Study measures passenger satisfaction with airline carriers in North America based on performance in eight areas (in […]
Five9 Accelerating Its Push Into the Enterprise Market
The News: Five9 underscored its strong financial results posted during its Q1 2023 earnings period during an analyst briefing on May 25. The CCaaS vendor reported $218.4 million in revenue for the first quarter, a 20% increase above the $182.8 million reported during the first quarter of 2022. The company also reported adjusted EBITDA of […]
Driving Customer Success Through an Open, Transparent Zapier Community
The News: Zapier, a provider of automation and integration tools that allow organizations to connect to more than 5,000 applications, has focused its efforts on providing information, education, and tips to its user base through Zapier Community, allowing the company to extend the customer support provided to its users without expanding headcount or resources. […]
Developing Enhanced Experiences and Services to Retain Luxury Customers
The News: The Luxury Institute issued a white paper in April 2023 focused on the myths surrounding the definition of luxury and high-net worth (HNW) and ultra-high-net worth (UHNW) customers. The myths revolved around the commonly held beliefs that luxury brands can simply appeal to their customers based on their brand purpose and story as […]
