CX Wins for Redpoint Global, NICE, Genesys, Air India, and MoEngage

Tie-Ups Benefit Hawaiian Airlines, ABN AMRO, Admiral Insurance, and Homesmiths

CX Wins for Redpoint Global, NICE, Genesys, Air India, and MoEngage

Redpoint Global Helps Hawaiian Airlines Streamline CX

Redpoint Global, the Massachusetts-based software company specializing in customer engagement and data management, is implementing its rg1 platform for Hawaiian Airlines to streamline CX and personalization for the carrier. The partnership, orchestrated through Slalom Consulting, aims to connect siloed data, eliminate manual procedures, and enhance personalized experiences for Hawaiian Airlines customers.

Deploying rg1 on the Hawaiian Islands’ largest and longest-serving airline is also expected to reduce duplication in technology, deliver robust identity resolution, refine data management and governance practices, streamline the overall omnichannel marketing engine, and produce a flexible and connected infrastructure for marketing and IT for the carrier, now on its 94th year of continuous service.

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“Having a platform that can grow with us was mission critical,” says Rob Sorensen, vice president of marketing and e-commerce at Hawaiian Airlines. “We look forward to leveraging Redpoint’s flexibility and composability, as well as a structure and architecture far above what is considered foundational in our marketplace.”

To meet evolving expectations for omnichannel personalization, Hawaiian Airlines will use the rg1 customer data platform (CDP) to create a single customer view, delivering speed-to-value through the platform’s data management capabilities and the ability to target new segments.

Dale Renner, CEO and chairman at Redpoint Global, predicts Hawaiian Airlines will continue to see returns as efficiencies and hyper-personalization efforts transform the CX for the carrier. “Hawaiian Airlines is thinking strategically and innovatively about the role customer data will play in all future communications and making investments in best-of-breed solutions to deliver optimal experiences to all guests,” Renner says.

Jennifer Fleck, senior principal consultant for Slalom Consulting, sees real, long-term impacts of the partnership centering around true end-to-end customer data ownership. “Hawaiian Airlines has prioritized automation, data quality, and streamlined data management,” Fleck states. “This data is one of the most valuable assets they have in a competitive market that is constantly pressured to keep costs down and experiences positive.”

NICE Teams Up with Dutch Bank ABN AMRO for Expanded, More Agile CX

Contact center software provider NICE announced that ABN AMRO, a leading Eurozone financial institution and the third-largest bank in the Netherlands, is deploying the NICE CXone platform to expand digital capabilities across all touchpoints and provide a smarter, faster CX across the entire customer journey. With the support of reseller Infosys, NICE helped ABN AMRO migrate from on-premises to cloud with CXone, assisting in the bank’s wider digital transformation ambitions.

With thousands of employees working across various campuses and remotely, ABN AMRO needed an upgrade to simplify its infrastructure and an agile cloud-based solution that not only addressed the new hybrid working environment but also allowed the company to expand CX further than what had been achieved by its previous vendor. In selecting CXone, the Dutch bank also attached related solutions, including CXone Workforce Management (WFM), CXone Audio Recording, and CXone Personal Connection for the accompanying components to work harmoniously with existing third-party customer relationship management (CRM) and chatbot solutions.

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The integration with NICE has been smooth for the bank, says Wandana Jankie, contract owner and IT lead customer interaction at ABNB AMRO, with 6,000 users already migrated to the new system.

Darren Rushworth, president at NICE International, says the company’s scalable, cloud-native platform and suite of best-of-breed solutions will enable ABN AMRO to increase omnichannel capabilities and meet its customers at any touchpoint. “We are pleased to have provided ABN AMRO with infrastructure capable of meeting today’s digital customer expectations as well as the bank’s digital ambitions of tomorrow,” Rushworth adds.

Genesys Enables UK Auto Insurer Admiral to Evolve into CX Powerhouse

CX and contact solution provider Genesys says that its Cloud CX platform is helping Admiral Insurance, the UK’s largest auto insurer, evolve into a customer-centric powerhouse to deliver personalized digital customer and employee engagement.

Following an extensive review of various contact center as-a-service (CCaaS) providers, Admiral chose Genesys to implement its AI-powered, cloud-native platform to support the needs of more than 6.5 million customers and 2,000 contact center employees. Genesys Cloud CX will replace a mix of siloed systems at Admiral from several suppliers that are not optimally integrated, implementing instead a unified and scalable suite of applications to enable end-to-end orchestration across customer journeys. With the Genesys platform, Admiral will be able to gain deeper insights, such as customer preferences and intent, supplying additional context as it aims to deliver differentiated experiences.

Alan Patefield-Smith, chief information officer at Admiral, describes the company’s collaboration with Genesys as being a major step forward for the auto insurer to deliver exceptional CX. “The implementation of this advanced contact center solution will empower our customer service teams to provide personalized and timely support to our valued customers,” Patefield-Smith declares. “By combining our industry expertise with the robust solutions from Genesys, we’re confident in our ability to deliver outstanding service, build long-term customer relationships and drive sustainable success.”

In its initial transformation phase, Admiral plans to leverage Genesys Cloud CX for inbound and outbound customer engagement across voice and digital channels, using a variety of capabilities that include advanced reporting, analytics, workforce engagement management, recording, and more. And while the openness of the Genesys platform will make it easier for Admiral to better connect with other systems in the future, integrating the Genesys platform with current systems will enable Admiral to deliver a more customer-centric experience, further improving customer satisfaction and reducing costs, Admiral officials say.

Headquartered in Cardiff, Wales, and employing more than 7,500 people across the Admiral, Bell, Elephant, and Diamond vehicle insurance brands, Admiral offers services such as motor, home, travel, and pet insurance, as well as personal loans, car financing, and legal services. It is part of the Admiral Group, an FTSE100 Financial Services company with businesses in the UK, Europe, and the US.

Air India Digitalizes Feedback Mechanism to Boost Customer Participation

Air India says it has received more than 140,000 responses in 3 months after establishing a comprehensive system to draw customer participation in the carrier’s ongoing transformation. The customer-feedback mechanism, adopted by the airline in March this year, is based on the net promoter score (NPS) system. Using the feedback it receives, Air India intends to enhance its CX across the board.

“The ‘new’ Air India is all about the positive changes that our customers around the world would like to see in their favorite airline, and NPS helps us to move forward in that direction to deliver long-term and sustained improvements,” says Rajesh Dogra, chief customer experience and ground handling officer at Air India. “We are overwhelmed by the huge participation from our customers, which shows the trust and love they have for Air India. This brings new energy to our ongoing transformation program, and we are delighted to have our customers on board with us in these exciting times.”

Air India’s new NPS adoption marks a significant shift from its previous paper-based feedback system to an advanced digitalized interface, reinforcing the carrier’s commitment to embrace technology to create customer delight. The platform identifies key parameters that influence customer satisfaction at each touchpoint—whether on ground, on board, or in post-flight experiences—to capture its customers’ sentiments.

Since its first flight in October 1932, Air India has built an extensive domestic network that also connects with nonstop flights to cities around the world. As part of its transformation efforts, Air India in January this year placed an order of 470 Boeing and Airbus aircraft, which will join the carrier’s fleet later this year.

MoEngage Partners with UAE Home Improvement Store Homesmiths

MoEngage, the San Francisco-based customer engagement firm, is partnering with Homesmiths, the home improvement store headquartered in Dubai, United Arab Emirates, to enhance customer retention through personalized engagement.

Founded in 2016, Homesmiths offers a wide range of products across categories like storage and organization, houseware, cleaning and accessories, and kitchenware. Homesmiths is looking to leverage the full capabilities of MoEngage to drive more awareness about its brand. Other categories, such as kitchenware, also plan to deploy MoEngage to cover all channel metrics.

“Our endeavor to provide a curated and personalized experience has led to our partnership with MoEngage,” says Hinoj Mohanan, head of e-commerce at Homesmiths. ”Using MoEngage’s engagement platform, we plan to enhance our CLTV—combined loan-to-value ratio—and work upon data-driven marketing metrics.”
Homesmiths joins a growing list that counts more than 1,200 global companies across 35 countries that have chosen to partner with MoEngage, which describes itself as an insights-led customer engagement platform that provides marketers and product owners with insights into customer behavior to engage customers across various channels.

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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