Customer Wins for Tattle, NTT Data, Appier Group, 8×8, and Sprinklr

Partners Include Colectivo Coffee, Air Canada, Caring Pharmacy, Pilot Catastrophe Services, and BWT Alpine F1 Team

Tattle is Colectivo Coffee’s Partner of Choice

Tattle, the CX improvement platform designed for the hospitality industry, is the partner of choice for Colectivo Coffee, a specialty coffee roaster headquartered in Milwaukee, Wisconsin. The partnership builds on the momentum that New York City-based Tattle has fostered within the coffee and cafe space, as the company is working with more than a dozen brands across the US.

Tattle is a customer feedback technology platform built with an open API focused on collecting guest feedback and measuring satisfaction across all-digital ordering channels for multi-unit restaurant and hospitality brands. Using AI, Tattle recommends the most high-impact operational area for improvement across restaurant locations to drive the greatest increase in guest satisfaction.

Tom McLaughlin, COO at Colectivo Coffee, praises the Tattle platform. “Our focus is to provide the best coffee and bakery products around, and do it with a sense of community,” says McLaughlin. “Tattle’s in-depth feedback enables us to get a detailed understanding of where we’re hitting the mark, and where we can improve the guest experience.”

Additional Tattle integration benefits include omnichannel guest satisfaction measurement across dine-In, takeout, delivery, drive-thru, and curbside; causation-based survey format to identify factors that negatively impact an operational category; leveraging of AI to identify and recommend high-impact operational categories for improvement across each location; and an incident management system for guest recovery outreach using apology emails and reward cards, with a 70% success rate.

NTT Data to Optimize Air Canada’s Digital EX

NTT Data, among the world’s largest digital consulting and IT service companies and part of the Japanese conglomerate NTT Group, has been selected by Air Canada to transform the carrier’s existing digital workplace and afford its employees an enhanced experience to better support customers.

The solution for Air Canada, NTT Data’s Digital Workplace Services, provides clients with automation, flexible operations, and predictive maintenance, and includes offerings such as service desk, field services, endpoint management, asset management, and messaging and collaboration. Together, the services aim to improve employee experience (EX) while also providing end users with personalized support experiences.

The approach resonates with Air Canada. “NTT Data’s ability to deliver global airline industry expertise, scale services, and bring continuous service improvements and technology innovation were paramount in selecting them as a partner in our transformation,” says Kelly Shubert, senior director of core technology at Air Canada. “Building a connected digital experience will positively impact our employees and therefore, our customers.”

Additional aspects of the NTT Data solution include self-help services and omnichannel user support; workplace automation; asset management and tracking for all end-user software and devices; a framework that ensures EX measurement and continuous improvement; and organizational change management for smooth transitioning.

Appier and Malaysia’s Caring Pharmacy Team Up

Appier, the Taiwanese AI software-as-a-service (SaaS) company, is helping Caring Pharmacy in Malaysia on a digital transformation initiative to enhance the retail pharmacy group’s overall multichannel marketing strategy.

Related Article: Customer Data Platform News from Acquia, Tealium, Meiro, Appier, and Salesforce

With more than 160 stores throughout Malaysia, Caring Pharmacy is deploying Appier’s Aiqua customer management platform to provide customers with more personalized experiences. The pharmacy group is also leveraging Appier’s AI Personalized Marketing Cloud to integrate data and tailor customer journeys based on user behaviors and preferences. And through Appier’s BotBonnie, Caring is able to promote specific marketing campaigns and provide around-the-clock customer support, helping to further optimize customer journeys.

Appier provides solutions for predicting consumer behavior through an AI platform capable of integrating data from various sources. Founded in 2012, the company caters to the e-commerce, retail, finance, gaming, and automotive industries.

8×8 is Harnessed by Pilot Catastrophe Services During Natural Disasters

Integrated communications company 8×8 says its cloud contact center and unified communications platform is being deployed by Pilot Catastrophe Services across its countrywide operations to provide uninterrupted customer engagement during natural disasters.

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

An independent insurance adjusting firm based in Mobile, Alabama, Pilot’s professional staff needed a cloud solution to support the company’s contact centers and in-field operations to ensure communications were steady, unwavering, and updated in real time when responding to natural disasters. The insurance adjusters, who provide services to handle claims arising from catastrophic events, small storms, or daily claims, also needed a system that could quickly scale up or down, depending on the size and number of events at any given time.

With 8×8’s Experience Communications as a Service (XCaaS) platform, the solution simplifies the communication process for adjusters while ramping up the emergency response team, ensuring that the correct number of team members are present to manage disaster sites. 8×8’s flexible mobile application also allows outside adjusters to receive voicemail notifications and access voicemails from clients and colleagues while on the go. Additionally, quality management analytics let supervisors improve workflows, coach their team members, and balance call levels across their department.

“Mother Nature doesn’t give us an itinerary. So, when she does call, we need a technology solution that allows us to react within days, if not hours,” says Craig Smith, telecom manager at Pilot. “8×8 XCaaS allows our adjusters to work remotely and respond to natural disasters wherever they’re needed, enabling us to provide rapid, seamless customer and employee experiences across all geographies.”

Sprinklr and BWT Alpine F1 Team Renew Partnership

CXM provider Sprinklr announced recently that the BWT Alpine F1 Team, a Formula One constructor, is confirming a three-year partnership renewal deal that will leverage Sprinklr product suites to maximize BWT Alpine engagement with its fans. The deal calls for the use of all four Sprinklr solutions for customer service, consumer insights, marketing, and social media to help BWT Alpine future-proof its strategy and remain competitive.

David Gendry, vice president of marketing and communications at Alpine, says the team is always looking to reach fans and engage in new ways. “With Sprinklr, we can connect fans to the moments that matter—before, during, and after each Grand Prix,” Gendry remarks. “After a successful 2022 season, we are thrilled to extend our partnership to better understand our fans and optimize our digital engagements to best serve them.”

Headquartered in New York City, Sprinklr works with more than 50% of the Fortune 100. BWT Alpine F1 Team is the division established by Alpine and Renault to represent their interests in the FIA Formula One World Championship.

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.


Latest Insights:

The Futurum Group team assesses how the global impact of the recent CrowdStrike IT outage has underscored the critical dependency of various sectors on cybersecurity services, and how this incident highlights the vulnerabilities in digital infrastructure and emphasizes the necessity for robust cybersecurity measures and resilient deployment processes to prevent widespread disruptions in the future.
On this episode of The Six Five Webcast, hosts Patrick Moorhead and Daniel Newman discuss CrowdStrike Global meltdown, Meta won't do GAI in EU or Brazil, HP Imagine AI 2024, TSMC Q2FY24 earnings, AMD Zen 5 Tech Day, Apple using YouTube to train its models, and NVIDIA announces Mistral NeMo 12B NIM.
An Overview of Significant Advancements and Announcements in the AI Software and Services Market in June 2024
Keith Kirkpatrick, Research Director with The Futurum Group, covers the highlights in the enterprise AI market in June 2024, featuring key players such as Apple, Meta, OpenAI, Stability, Google Deepmind, Meta, and McDonald’s.

Latest Research:

In our latest Market Insight Report: Private 5G Networks – HCPs 2024, we focus on the HCP segment of the private 5G market.
In our latest Lab Insight Report, A Foundation for Scalable Infrastructure: Dell + Broadcom, completed in partnership with Dell and Broadcom, we evaluate the impact of network speed on storage, applications, and the security and cyber resiliency features of Dell Servers with Broadcom NICs.