The Futurum Group's Statement on Israel

Customer Wins for UJET, Sprinklr, Perceptyx, InMoment, and Pisano

Partners Include Outdoorsy, Qatar Business Bureau, Downer NZ, and BKT

CX customer wins and case studies

UJET Helps Outdoorsy Adjust to Seasonal Demand

UJET recently announced that it had been selected by RV rental firm Outdoorsy to be the foundation of its customer service operations, extending and renewing a partnership that began in 2021. Outdoorsy chose UJET for its ease of use and quick scalability to help the RV rental firm keep up with its rapid growth and to provide data insights to stay ahead of the competition.  

“Supporting our customers with a superior level of customer service is what sets Outdoorsy apart from our challengers in a highly competitive marketplace,” says Dana Golding, director of customer support and operations at Outdoorsy.

Related Article: New Research from Five9, West Monroe, Equisoft, TechSee, and UJET

Given the seasonal nature of an outdoor hospitality business like RV rentals, Texas-based Outdoorsy customer service experiences significant spikes in customer service demand. As the summer of 2021 approached, the Covid-19 pandemic fueled high demand for new and unique ways to travel. Outdoorsy leveraged the scalability of CX Intercloud, the UJET cloud platform, to add dozens of new agents as the summer rush began. And then, as the travel surge subsided, the UJET solution let Outdoorsy scale operations back to normal levels.

Outdoorsy remains one of the largest and fastest-growing marketplace startups and private companies on the a16z Marketplace 100 List, and the company recently exceeded $2 billion in total transactions.

Sprinklr Partners with Qatar to Unify Citizen Experiences

CXM firm Sprinklr has been selected by the Civil Services and Government Development Bureau of Qatar to be the technology platform for delivering unified digital experiences across government agencies for Qatari citizens.

To fulfill the mandate, the Bureau has established a Citizen Experience Center of Excellence (CoE) to harness the capabilities of the Sprinklr platform and the company’s professional services expertise. Qatar will implement the Sprinklr solutions Modern Care, Modern Research, and Social Engagement & Sales.

The new digital CoE underpins Qatar’s National Vision 2030, the country’s plan for building a competitive government able to measure, monitor, and improve its public services, as well as provide citizens with fast and personalized interactions on any communications channel. The ambitious initiative aims to unite approximately 40 Qatari public service agencies on a centralized platform to deliver omnichannel experiences to both residents and visitors. The ultimate goal is to pave the way for the emergence of the unified citizen of this country of 2.8 million, who enjoy one of the world’s highest per capita incomes, thanks to the region’s rich oil reserves.

Abdul Aziz Bin Nasser Al Khalifa, the bureau’s president, says the platform that his department is building with Sprinklr is necessary. “With rapidly evolving citizen and customer expectations, it is more important than ever for government organizations to stay ahead of the curve and to provide citizens and residents with cutting-edge, unified services and experiences.”

Headquartered in New York City, Sprinklr is a major enterprise software company with a unified CXM platform for customer-facing functions. The company works with more than 1,000 of the world’s most valuable enterprises, including Microsoft, P&G, and Samsung.

Perceptyx Grows Enterprise Customer Base

Perceptyx, the Temecula, California-based provider of an employee-listening and people analytics platform, has added more than 100 enterprise firms as new customers as global organizations continue to turn to its solutions to help address shifting employee expectations.

The company’s platform was selected by enterprise brands in the US and Europe across multiple industries, from healthcare and technology to retail and hospitality. New customers include Banner Health, a 30-hospital health system; and Gannett, the largest US newspaper publisher based on daily circulation. Both brands selected Perceptyx for its comprehensive range of capabilities, including census and lifecycle surveys, always-on listening, crowdsourced insights, 360-degree feedback, and intelligent coaching.

To support its growth, Perceptyx named Lisa Sterling as its first chief people officer. Sterling will be tasked with driving the talent needs of the company as it continues to expand globally, further build out its engineering and consulting teams, and integrate innovative technology providers like Cultivate, the AI coaching platform acquired by Perceptyx in 2022.

The launch of Cultivate’s Intelligent Coaching, an AI-powered leadership development product, helped Perceptyx achieve 29% growth in revenue last year.

InMoment and Downer New Zealand Join Forces

Experience improvement (XI) company InMoment has teamed up with Downer NZ, the largest provider of integrated services in New Zealand, an infrastructure services provider, to launch a program that spans both voice of customer (VoC) and voice of employee (VoE) to transform client and employee journeys alike.

Downer NZ maintains and renews vital infrastructure assets on transport, utilities, and facilities. By using InMoment’s XI platform, the business now has access to field reporting, customized dashboards, and state-of-the-art text analytics tools, all serving to ensure that the business achieves a holistic understanding of CX journeys.

The XI platform also supports Downer NZ to understand employee experiences, with a wider objective to transform client experiences using employee-led innovation. Better customer and employee journey analytics will provide the team with greater clarity on churn drivers and moments that matter for employees and clients alike. In the long term, Downer NZ will be able to use relationship surveys and real-time feedback to identify areas of improvement, allowing the experience to be streamlined to deliver where clients receive the most value.

Pisano Teams Up with Albanian bank BKT

When Banka Kombetare Tregtare (BKT), Albania’s oldest and largest bank, expressed a need to be closer to its clients to deepen their trust in the company, it turned to Pisano, the London-based provider of an all-in-one experience management (XM) platform.

The BKT team said it needed a single cloud-based platform for end-to-end experience management that offered VoC analytics on improving products and services, with VoC data to come from all channels and customer segments. BKT also wanted to position the Net Promoter Score (NPS) system as the umbrella metric for the bank to see the big picture and to glean insights for change and improvement.

With the help of Pisano, BKT was able to measure the post-transaction experience of customers and gain feedback from all channels, including the web, email, SMS texting, and QR. BKT was also able to collect feedback from its customer segments to obtain segment-based NPS and customer satisfaction (CSAT) scores. The feedback segmentation enabled BKT to interpret segments separately and establish segment-based strategies and actions, grounded on insights provided by Pisano.

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

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.

SHARE:

Latest Insights:

A New Era of Simplicity, Focus Subscription Services, and Innovation
Camberley Bates and Steven Dickens at The Futurum Group share their insights on the recent VMware Analyst Day and conversations with Hock Tan.
Arcitecta Demonstrated Its Enhanced Livewire Data Movement Capabilities at Supercomputing Asia 2024
Mitch Lewis, Research Analyst at The Futurum Group, shares his insights on Arcitecta’s results in the international Data Mover Challenge at SCA24 and recent enhancements to Mediaflux Livewire.
Cisco and NVIDIA Strengthen Alliance to Accelerate Enterprise Adoption and Management of AI Infrastructure and Hosting on Secure Ethernet Foundation
The Futurum Group’s Ron Westfall examines how the strengthened Cisco NVIDIA alliance can play an integral role in accelerating enterprise transition and re-architecting to AI networking vital to deploying and securing Ethernet-driven AI solutions.

Latest Research:

Our latest report, Market Insight Report: Retail-Focused Enterprise Applications, identifies and analyzes the key trends impacting enterprise-grade retail industry-focused applications, reviews the key functions and features that are being integrated or incorporated within these applications, and identifies influential vendors operating within the market.
Our latest report, Market Insight Report: Group Video Conferencing Endpoints Q3 2023, details the worldwide Group Video Conferencing (GVC) of meeting room endpoint systems.
Our latest report, Market Insight Report: 5G Monetization in 2024, assesses why 5G monetization is gaining momentum as CSPs accelerate deployment of 5G standalone networks and emerging 5G services and use cases are ready to produce significant 5G monetization outcomes.