The Futurum Group's Statement on Israel

Customer Wins for Agillic, UKG, FullStory, NICE, and Feedtrail

Partnerships Benefit Greenland Travel, Coast Mental Health, LexisNexis, ScS Group Plc, and Children’s Hospital of Orange County

CX customer wins and case studies

Denmark’s Agillic is the Choice of Touring Specialist Greenland Travel

Danish software firm Agillic has been selected by tour operator Greenland Travel to enhance its marketing efforts and create tailored travel experiences for customers. With the Agillic omnichannel marketing automation platform, Greenland Travel intends to reach customers in a more targeted fashion, creating seamless CX across various communication channels from initial contact to post-trip follow-up. Since 1985, the travel operator has specialized in tours and expeditions to Greenland, the world’s largest island and part of the Kingdom of Denmark.

“To us, good service will always be our top priority,” says Peter Bastrup, CEO of Greenland Travel. “Through Agillic, we’ll be able to provide our customers with that and more before, during, and after their trips. This will give our customers a more engaging and personalized experience, and add to the service and value we offer.”

Related Article: Customer Wins for Agillic and Tealium, eGain, MoEngage, Talkdesk, and 8×8

Agillic, headquartered in Copenhagen, Denmark, offers a platform through which brands can work with data-driven insights and content to create, automate, and send personalized communications. The company has offices in Germany, Norway, and Romania.

UKG Partners with Canada’s Coast Mental Health to Support EX

UKG, a provider of HR, payroll, and workforce management solutions, announced that its human capital management (HCM) suite for supporting employee lifecycles in their entirety is being leveraged by Coast Mental Health, the Vancouver, Canada-based nonprofit firm, to address the complexities of its unionized workforce, inspire employee productivity, and boost the quality of the organization’s services.

Prior to UKG, Coast Mental Health relied on manual, time-consuming HR processes that made it difficult to provide an engaging workplace experience and focus on employee development for the nonprofit, which offers housing and other support services to individuals with mental health challenges. Seeking to become more efficient and resource-conscious with its payroll, workforce management, and HR practices, the organization chose UKG and its comprehensive HCM solution to support the employee experience (EX), from recruiting and onboarding to scheduling and learning.

“UKG has elevated the productivity of our entire organization and helped us provide better service to our clients,” says Deborah Maynard, chief human resources officer at Coast Mental Health. “Managers have more time to support their people, and staff has more time to focus on clients.”

UKG calculated union dues for employees automatically, saving managers significant time each pay period. Maynard says UKG also improved EX by giving staff access to self-service tools so they could retrieve important HR information at any time, from any device. Moreover, the company credits the scalability of UKG with keeping administrative headcount stable while the organization grew. Coast Mental Health also found additional savings by being able to identify payments not entitled under the collective agreement and by substantially reducing the number of manual checks the company needed to produce.

UKG, with dual headquarters in Lowell, Massachusetts, and Weston, Florida, has made HR its core competency. The company provides expertise in employee recruitment, engagement, and development.

FullStory’s DXI Platform is Deployed by LexisNexis

Atlanta, Georgia-based FullStory with its digital experience intelligence (DXI) platform is the partner of choice for LexisNexis to supply its customers with top-shelf digital products and experiences. Headquartered in New York City, LexisNexis is a provider of legal, professional, and risk solutions.

Focused on delivering in-depth analytics and insights around the digital experiences of web visitors and mobile app users, DXI offers insights into the reasons and motivations behind customer actions. Through the FullStory DXI platform, the engineering and customer success teams at LexisNexis are able to collaborate easily to optimize activity and engagement among its clientele, while also making iterations quickly to address customer frustrations and stumbles made by the company along the digital user journey.

For LexisNexis, FullStory also surfaces the top opportunities that it sees for making digital improvements that grow revenue.

NICE Helps the UK’s ScS Group Plc Improve on Various Productivity Metrics

NICE, the provider of an AI-powered self-service and agent-assisted CX software for the contact center, says its CXOne solution is finding great success with UK furniture and flooring specialist ScS Group Plc for its workforce and consumer base.

With 100 stores employing more than 1,700 workers throughout Britain, ScS moved from an outdated on-premise solution to NICE’s agile cloud platform, enabling the digitalization of seven contact channels, including 250 back-office workstreams. And integrating NICE’s Outbound Dialer and the SMS channel with the multiple internal systems of ScS provided immediate value for the company’s outbound sales team, skills-based routing, and call-back functionality at the queue level.

Related Article: NICE Features New AI-Powered Robotic Process Automation

Overall, CXone enabled a 50% reduction in abandoned calls; an 11% improvement in answer rates and the ability to set, monitor, and manage against defined service levels; and a 10% gain in advisor productivity, compared to the same period with the previous ScS on-premise provider. Employee satisfaction scores have also risen, thanks to the implementation of CXOne Workforce Management and a mobile app that allows for better scheduling control and flexibility.

The addition of NICE solutions and services has enabled ScS to create several new roles specific to the platform, aiding career progression and allowing for the continued leveraging of open APIs for enhanced integrations, such as NICE Personal Connection and outbound campaign management, ScS executives say. ScS is also benefiting from NICE Interaction Analytics to build out insights that can be shared across the wider business to identify customer pain points and to help with upselling opportunities.

Feedtrail Expands Partnership with Children’s Hospital of Orange County

Patient experience management firm Feedtrail has expanded its partnership with Children’s Hospital of Orange County (CHOC) to an enterprise-wide scope. The expansion will leverage the patient experience application and the implementation of Feedtrail’s reputation management module and flexible messaging functionality.

Since deploying the Feedtrail platform in February 2022 in three areas of the hospital, CHOC has created more digital touchpoints to engage patients and their families, and to incorporate their voices across the care continuum. Hospital administrators receive and relay instant, text-based patient and family feedback, personalized to the patient’s unique background and point in their patient journey. In the emergency department, an initial focus area, the organization dramatically increased feedback volume while also leveraging actionable quantitative and qualitative data to improve its Net Promoter Score (NPS) by 54 points in the last five months.

“We have found that having an engaged, emotionally supported staff reverberates across the organization and allows us to go above and beyond for our patients,” says Kat Burton, CHOC manager for patient and family experience. “Partnering with Feedtrail has given us a real-time barometer for the patient experience across multiple departments and a 360-degree approach to incorporating feedback from families and caregivers into our workflow.”

Moving forward, CHOC will introduce the Feedtrail patient experience platform to CHOC at Mission Hospital and the CHOC Physician Network. The organization will also use Feedtrail’s reputation management solution as a way to further enhance its online reputation and to reinforce positive comments from patients and families.

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.


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