CX Wins for Medallia, MoEngage, Appier, and Luminoso

Partners Include Department of Veterans Affairs, SaveMate, K&K Fashion, and Minerva CQ

CX Wins for Medallia, MoEngage, Appier, and Luminoso

Medallia Signs Contract With VA Department to Help Veterans

Medallia and the US Department of Veterans Affairs (VA) are teaming up to provide veterans and their families, caregivers, and support teams with an intuitive and personalized experience when interacting with the agency.

Under the terms of an indefinite delivery indefinite quantity (IDIQ) contract, the joint effort calls for the use of Medallia’s Enterprise Customer Experience Suite for the VA to meet its agency goals and continue to lead the government in operational experience management. The IDIQ contract vehicle for Medallia was awarded to DecisionPoint Corporation, a veteran-owned small business that implements IT support services for government agencies to enhance delivery of mission-critical requirements.

“VA has emerged as a leading organization for their commitment and extensive work to improve experience for veterans and their families, alongside their employees,” says Joe Tyrrell, CEO at Medallia. “VA’s vision to align personalization with improved experience is at the heart of Medallia’s vision for the future, which is to personalize every experience. We are incredibly proud to continue to support VA in this forward-thinking approach to serving those who have served.”

Related Article: Medallia Names Joe Tyrrell as Chief Executive Officer

Brian Flood, founder and CEO at DecisionPoint, describes working with Medallia as an “exceptionally important” mission. “It’s a privilege for DecisionPoint to play an essential role in supporting critical programs designed to enhance the quality of lives of millions of veterans,” Flood adds.

San Francisco-based Medallia is the provider of Medallia Experience Cloud, an enterprise experience platform that captures signals across interactions encompassing voice, video, digital, IoT, social media, and corporate messaging tools. The company uses proprietary AI and machine learning (ML) technology to reveal predictive insights to inform business actions and outcomes.

MoEngage Partners With SaveMate to Drive Campaigns

MoEngage is partnering with SaveMate, the cashback online shopping brand based in Dubai, United Arab Emirates, to automate marketing campaigns and relay communications through emails and push notifications. SaveMate will also leverage other channels, such as in-app and onsite messaging, to engage with customers, with plans to integrate SMS text messaging capabilities in its communications strategy in the weeks to come.

“We have been engaging with our customers through various avenues like emails, newsletters, push notifications, and social media. However, a lot of manual effort was required earlier, and different platforms were being used,” says Nart Abdi, head of digital marketing at MAD Rewards, the global rewards and loyalty platform that also owns SaveMate. “With MoEngage, we have been able to consolidate all our communications through different channels under one platform,” says Nart Abdi, Head of Digital Marketing at MAD Rewards.

Sweta Duseja, director of customer success at MoEngage, praises SaveMate for championing customer engagement: “While they have been facing challenges due to point solutions, we at MoEngage are laser-focused on providing them with a solution which is unified and a solution that further enhances their engagement capabilities.”

Headquartered in San Francisco, MoEngage bills itself as an insights-led customer engagement platform that provides marketers and product owners with insights into customer behavior and the ability to act on those insights to engage customers. The company currently has more than 1,200 consumer brands in 35 countries as customers.

Taiwan’s Appier Joins Forces With Vietnamese e-Commerce Brand K&K Fashion

Appier, the Taiwan-based provider of an AI platform for brands and retailers to boost customer engagement, says its collaboration with Vietnam’s K&K Fashion has significantly improved marketing automation and personalized customer interactions at the prominent Southeast Asian e-commerce retailer of women’s office wear.

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

Founded in 2010 and with 13 fashion showrooms across Vietnam alongside a thriving e-commerce platform, K&K Fashion nonetheless sought to enhance customer engagement and drive stronger brand loyalty to elevate its business performance. By integrating AIQUA, Appier’s AI personalization cloud, K&K Fashion recorded a discernible boost in clickthrough rates and conversions, helping the brand make greater inroads in its customer engagement strategies.

“We are thrilled with the results of our collaboration with Appier and the remarkable transformation it has brought to K&K Fashion,” says Le Viet Thanh, CEO at K&K Fashion. “The impact of Appier’s AI-powered solutions on our marketing efforts has been nothing short of remarkable. Our partnership with Appier has been truly collaborative.”

Based in Taipei, Appier is a software-as-a-service (SaaS) company specializing in combining ML with big data for digital marketing, and using AI to power business-decision-making, predict customer behavior, and personalize messaging.

Luminoso Integrates AI Solution Into Minerva CQ

Deep analytics company Luminoso Technologies has partnered with Minerva CQ, the Silicon Valley provider of a real-time agent-assist platform for the enterprise.

With the partnership, Minerva CQ customers can now use the Daylight text analytics solution of Luminoso to analyze unstructured text from call and chat transcripts to glean insights. In turn, the insights can complement Minerva CQ’s real-time sentiment analysis and auto summarization capabilities to further illuminate customer-agent conversations. Through Luminoso’s Daylight, Minerva CQ customers can also analyze other data sources, such as customer satisfaction surveys, agent notes, product reviews, and social channels.

“The integration between Minerva CQ’s agent assist platform and Luminoso Daylight brings an end-to-end solution that empowers the customer service workforce to be smarter, faster, and more informed through real-time guidance and detailed post-interaction analysis. Our customers can leverage new insights to continuously iterate and improve customer and agent experiences for service and sales,” says Cosimo Spera, co-founder and CEO at Minerva CQ.

Mark Zides, CEO at Luminoso, says that partnering with Minerva CQ will be highly beneficial. “Luminoso is delivering significant business value to its enterprise customers,” Zides notes. “And, now with the Minerva CQ integration partnership, we are beginning to do this at scale across other parts of the enterprise, like customer service and support, quality assurance, and product planning.”

Founded in 2010, Luminoso spun out of the MIT Media Lab, the research laboratory of the Massachusetts Institute of Technology, and its crowd-sourced Open Mind Common Sense project, an AI project active from 1999 to 2016 whose goal was to build a large common-sense knowledge base from the contributions of thousands of people across the web. Its AI technology and text analytics engine allow clients to discover value in their customer feedback data.

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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