Stories of successful team-ups and collaboration abound as companies join forces in striving to improve their CX offerings, exemplified by the four recent cases profiled below.
Azadea Group Celebrates Fruitful Collaboration with MoEngage
The Azadea Group, a lifestyle retail company based in Lebanon with franchise operations in 13 countries across the Middle East & Africa, is extolling its partnership and collaboration with MoEngage, the provider of a mobile engagement and marketing platform from California, following the latter’s implementation of an insights-led strategy and omnichannel solution for the internationally focused franchise holder.
While Azadea said its CX strategy was strong, the company had been in search of a customer data platform (CDP) that could unify customer data and perform as an omnichannel customer relationship management (CRM) tool to support multi-channel communication across mobile, email, web, short message service (SMS), and other messaging conduits.
MoEngage, using artificial intelligence (AI)-powered customer journey orchestration, personalization capabilities, and built-in analytics, helped build a data warehouse that integrated Azadea’s online and offline data to provide the lifestyle retailer with a comprehensive picture of its customers, along with their shopping preferences, buying habits, and consumption patterns.
With the partnership in place, Azadea has seen what it says are noticeable changes in the shopping behavior of its customers, including follow-up purchases through the retailer’s use of trending and back-in-stock products, as well as reduced cart abandonment when price-drop alerts are sent out by Azadea. The omnichannel customer journeys, for their part, have resulted in increased repeat purchases and reduced customer churn overall, a statement from Azadea confirms.
UserTesting Joins With Quantum Metric to Incorporate Customer Insights
The San Francisco firm UserTesting announced on January 31 a new partnership with Colorado-based Quantum Metric that will provide quantified, customer-driven insights to make product development lifecycles more agile and responsive.
UserTesting offers a platform that collects customer insights for businesses to test the usability of their products, so the addition of Quantum Metric brings greater depth to insights through session replay technology, in which teams can quantify potential errors or opportunities more easily to optimize the digital experience. Quantum Metric is known for advocating the Continuous Product Design process to build products faster and align them more quickly with customer needs.
Using both platforms, business and technical teams can bring customer insights into the development process, in turn helping organizations innovate and speed time to product-market fit, reduce expensive engineering rework, and drive empathy for customers.
As part of their partnership, UserTesting and Quantum Metric will be developing programs and integrations throughout 2022 that will enable companies to quantify a customer’s pain points more easily and deliver differentiated digital products and experiences more quickly.
Wealthify Teams Up With Talkdesk
Wealthify, the UK robo-adviser and digital investment service, has selected Talkdesk, the enterprise contact center platform based in San Francisco, to provide a cloud contact center solution that will enable customers of Wealthify to engage more quickly and easily with the care team in Cardiff, close to the company’s headquarters in Penarth, Wales.
Similar to other robo-advisers, such as Nutmeg and Moneyfarm, Wealthify uses an automated process to create investment portfolios aligned with the level of risk that a customer is willing to assume. The company says it strives to make investing easy and accessible to all, offering opportunities to invest that start at just £1.
By leveraging Talkdesk and its CX Cloud solution, Wealthify hopes to scale its contact center and adapt to changing needs, while continuing to grow. Talkdesk features like call quality, intelligent routing, and customizable options that allow Wealthify to reduce wait times, improve caller satisfaction, and boost agent productivity, a Wealthify statement said. Talkdesk reporting tools will also provide Wealthify with a larger view of interactions and deliver insights for creating richer engagements, the statement added.
Liferay Platform to Help Improve Employee Experience for the USPS
Liferay, the Los Angeles software developer of digital experiences for mobile and connected devices, announced on January 31 the adoption of its Liferay Digital Experience Platform by the United States Postal Service (USPS) to modernize the mail carrier’s employee experience (EX).
The Liferay platform will address the needs of the postal organization’s evolving workforce by integrating systems and automating workflows to drive consistency in the service delivery tasks of the 630,000 employees of the USPS. Specifically, the Liferay solution, developed in conjunction with Liferay partner Imagine Believe Realize (IBR) for the postal service, will offer capabilities for content management, search, mobile responsiveness, and personalization, all of which will support the dynamic HR organization of the USPS.
“We are excited to help the US Postal Service provide more convenience to all its workforce through integration and content management capabilities,” said Todd Jarvis, vice president of global channel sales at Liferay. “The employee experience has increasingly grown as a priority for top organizations all over the world, such as USPS, that keep innovating and delivering more value to its customers.”
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.
