The Futurum Group's Statement on Israel

Customer Wins for SMG, Pisano, Talkdesk, IntelePeer, and Qualtrics

Partnerships Benefit Rubio’s, Coca-Cola, Wallbox, MidSouth Electric Co-op, and NTT Group

CX Customer Wins and Case Studies

SMG Begins Fresh Relationship with Rubio’s Coastal Grill

Experience management provider Service Management Group (SMG) is teaming up with Rubio’s Coastal Grill, the fast casual restaurant chain specializing in Baja-inspired Mexican food.

The partnership aims to gather location-level guest feedback across Rubio’s to show possible areas of improvement for the restaurant chain through prescriptive feedback provided by verified customers across guest journeys.

Rubio’s will also be using SMG’s online reputation management solution to measure location-specific ratings and reviews across top review sites, understand restaurant-level competitive benchmarks, and engage with customers via in-platform response. Both solicited and unsolicited consumer feedback are available in real time within the smg360 platform, offering Rubio’s a holistic view of the guest experience. Role-based reporting, real-time alerts, case management, and other features will allow Rubio’s team members to close the loop with customers and focus their efforts on the actions necessary to improve overall satisfaction.

Pisano Helps Coca-Cola Collect Consumer Feedback for Daha Daha Loyalty App in Turkey

Pisano, the London-based experience management platform provider, is helping the Coca-Cola company to gauge consumer satisfaction with the beverage manufacturer’s loyalty program in Turkey. The program, called Daha Daha, allows consumers to use the promo codes on Coca-Cola Turkey-branded products to earn points that can then be redeemed for special offers and gifts. 

Coca-Cola needed to measure the satisfaction of its Daha Daha users in Turkey with a structure that could be easily triggered by specifically defined events on the platform. With the help of Pisano, Coca-Cola was able to collect feedback on different channels, including its website and mobile app, to obtain its customer satisfaction (CSAT) score. Pisano kept the integration and infrastructure universally applicable, enabling Coca-Cola to use the same structure in different countries and markets without hassle, and for Coca-Cola to manage, gather, and analyze consumer feedback in a single hub.

Related Article: Pisano Partners with Turkey’s Sodexo Avantaj to Fortify CX Initiatives

Pisano helps companies listen to the Voice of the Customer (VoC) with its holistic approach and end-to-end CX management services to establish a stronger bond with customers. VoC tools can help companies better understand their customers’ needs and provide important clues for organizations to improve service.

Talkdesk Is Chosen as Wallbox Contact Center Solution

Global contact center firm Talkdesk has been selected by Wallbox, the Barcelona, Spain-based electric vehicle (EV) charging and energy management company, to be its contact center solution provider as part of a digital transformation initiative to improve both CX and agent engagement.

Talkdesk will deploy CX Cloud, its end-to-end CX solution, with a modernized, cloud-based contact center platform that can grow with the company as it continues to expand and innovate. Other Talkdesk solutions to be implemented include Workforce Management, which lets Wallbox contact center leaders make staffing and scheduling decisions aimed at creating supportive and engaging agent experience for frontline customer support teams; and Virtual Agent, which enables customers to obtain help in their preferred language, regardless of geographic location or time of day, help whenever they need it. A fourth solution, Talkdesk for Salesforce, will enhance opportunities for personalized engagement across channels, empowering Wallbox agents to more holistically support customers with increased efficiency.

Wallbox develops advanced EV charging systems that allow users to better manage their energy use and storage, redefining reliance on the energy grid. With offices worldwide, customers in 113 countries, and a geographically diverse workforce of more than 1,000 people, Wallbox aims to eliminate the barriers to EV adoption and to help accelerate the world to transition to more sustainable, efficient, and smart mobility.

IntelePeer Helps MidSouth Electric Co-op Answer Customer Calls in Timely Manner

IntelePeer, the Communications Platform-as-a-Service (CPaaS) and Communications Automation Platform provider headquartered in San Mateo, California, is partnering with MidSouth Electric Co-op to enhance the customer communications experience of the cooperative electric and utility company serving southeastern Texas.

Using IntelePeer’s SmartFlows solution, Midsouth Electric Co-op is harnessing automation to enable self-serve and intelligent cloud-based call routing functionalities that enable customer calls to be answered in a timely manner. Timeliness is especially important during disaster-related events to decrease customer frustration while boosting the efficiency of Midsouth, officials at the utility say.

A long-standing customer, Midsouth utilized IntelePeer’s automated communication solutions following a recent transmission outage, which affected between 12,000 to 15,000 of its electric customers. Call volumes from impacted customers overwhelmed its contact centers, with manual rerouting proving less than optimal. Midsouth then turned to SmartFlows to automatically balance fluctuating call volume.

“Our customer base exploded these last few years with more than 10,000 new customers, markedly increasing call volume. Thankfully, IntelePeer scaled alongside us,” says Brandon Northcut, vice president of technology at Midsouth. “SmartFlows’ agility has been invaluable in our growth, permitting us to intelligently route calls where they need to go on the front and back end. Moreover, IntelePeer empowered us to create a more robust communications system as we transitioned into the cloud.”

Qualtrics Implements EX Solution at Japan’s NTT Group

As part of its ongoing efforts to support Japanese enterprises, Qualtrics has announced that NTT Group as the latest corporation to adopt its EX management solution. A global telecommunications operator with headquarters in Chiyoda City, Tokyo, the NTT Group provides fixed-line and mobile telephone services, internet access, and data communications around the world. In adopting the Qualtrics EmployeeXM solution, the NTT Group hopes to collect and analyze data on employee satisfaction to support its workforce and improve the organization’s work environment.

Related Article: Consumers Are Eager to Interact with Brands in the Metaverse

The collaboration between the two organizations came about when Qualtrics noticed a rise in demand for XM technologies in Japan. Developments then prompted the XM platform provider to announce plans to open a new data center in Japan, to help Japanese businesses and government agencies in their pursuit of improved experiences for customers, employees, partners, and brands.

The rollout of the Qualtrics solution to NTT Group’s 150,000 employees in Japan marks a major initiative that will help the company improve its employee engagement and productivity levels, executives at both organizations say.

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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