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CX Wins with Amperity, MoEngage, and UKG

Partners Include Virgin Atlantic, Alamar Foods, and Belle Tire

CX Wins with Amperity, MoEngage, and UKG

Amperity Partners With Virgin Atlantic To Unify Data and Deliver Personalized CX

Customer data platform (CDP) provider Amperity is teaming up with Virgin Atlantic to help unify, manage, and activate all of the British carrier’s digital and transactional customer data. As part of its ongoing data transmission, Virgin Atlantic will use Amperity’s CDP to create a personalized ecosystem, improve its CX, and spur revenue growth.

Founded in 1984 by British entrepreneur and business magnate Richard Branson, Virgin Atlantic currently handles vast amounts of customer data generated from the digital touchpoints and offline transactions made by its travelers throughout their customer journeys. Amperity, using patented machine learning (ML) algorithms, stitches together customer interactions to build a unified view that connects to marketing and technology tools. Companies can then harness the data to acquire new customers, deepen existing loyalty relationships, and produce relevant content and communications for customers.

Related Article: Customer Wins for Amperity, Medallia, ASAPP, RetailNext, and NICE

Tom Barber, head of data at Virgin Atlantic, says the company is building a digital core at the heart of its business to provide customers with a seamless shopping, booking, and service experience that would enable the carrier to gain an innate understanding of customer preferences across customer journeys. “We’re excited to adopt Amperity to help us get to know our customers better than ever, supporting personalized and meaningful content and experiences at every touchpoint, with the advantage of consistent and secure first-party data and customer segmentation.”

Barry Padgett, CEO at Amperity, affirms the view that customer data is central to any organization striving to provide personalized CX. “By tapping into Amperity, Virgin Atlantic will be able to take advantage of patented identity resolution, with strict governance and activation capabilities that will make experiences even more connected and relevant.”

MoEngage Joins Forces With Saudi Food Service Operator Alamar Foods

MoEngage, a marketing technology firm from San Francisco with an extensive client base in the Middle East, is partnering with Saudi Arabian quick service restaurant (QSR) operator Alamar Foods to drive more personalized communication with its customers. To achieve the goal, Alamar Foods will leverage MoEngage’s capabilities as a centralized customer engagement system for all communications and identify key customer segments that require dedicated action.

Shobhit Tandon, group chief digital and technology officer at Alamar Foods, says MoEngage is pursuing an omnichannel strategy with a customer-centric approach. “In our endeavor toward direct marketing, engaging, and rewarding our customers based on their individual preferences … we aim to positively influence our customers’ loyalty with the brands we operate in the region.”

Sweta Duseja, director of customer success at MoEngage, describes the company as being “ecstatic” in partnering with Alamar Foods. “In today’s day and age, customer engagement and personalization have become a must-have attribute, and Alamar Foods has been focusing on it from day zero.”

Headquartered in the Saudi Arabian capital of Riyadh and a public company since August 2022, Alamar Foods operates in a region covering the Middle East, North Africa, and Pakistan (MENAP). In the past 30 years, the company has developed a reputation as a trusted QSR operator across MENAP, known for deploying new technological and digital infrastructure in its mission to deliver a notable CX.

MoEngage bills itself as an insights-led customer engagement platform, providing marketers and product owners with insights into customer behavior and the ability to act on those insights to engage customers across various channels, including the web, mobile, email, social, and messaging channels. The company counts global brands such as Samsung, Deutsche Telekom, Vodafone, and McAfee as clients, and it continues to expand rapidly in the Middle East and Africa (MEA), growing 120% in the region in 2022. MoEngage customers in MEA include the Commercial Bank of Dubai, Kuwait’s Jazeera Airlines, Saudi music company MDLBeast, Nigerian e-commerce company Mano Africa, and Bahrain telecom firm Batelco.

UKG Helps Auto Retailer Belle Tire Create People-Centric Workplace

Human capital management (HCM) firm UKG is helping Michigan-based Belle Tire to create a workplace where the automotive service retailer says people come first.

Established more than a century ago, Belle Tire had struggled with paper-based human resources (HR) and payroll processes that made employee-company interactions feel transactional rather than personal. Since going live on UKG solutions, however, Belle Tire has reported significant transformation, most notably in the creation of a companywide culture where store managers spend more time helping employees develop their potential, and less time on handling paperwork or attending to administrative processes.

“Partnering with UKG has allowed us to evolve our business and have a meaningful impact on our organization and people,” says Katie Roberts, director of employee relations at Belle Tire. “We deployed UKG as we doubled the number of stores at Belle Tire and brought in new employees. UKG gave us the scalability to successfully manage that aggressive growth.”

Related Article: Customer Wins for Agillic, UKG, FullStory, NICE, and Feedtrail

One way the auto retailer listens to employees is by conducting regular surveys with UKG Employee Voice. Through modern AI and natural language processing (NLP) technology, Employee Voice collects and analyzes feedback from employees, and then helps leaders understand where they can make changes with the most positive impact and create a more fulfilling workplace experience.

Last year, Belle Tire enhanced its UKG HCM suite with the addition of the UKG workforce management cloud offering. Managers now have access to real-time information and insights about productivity and performance, enabling them to make data-driven decisions and channel their time into more strategic business priorities.

Hugo Sarrazin, chief product and technology officer at UKG, praises the partnership between the two companies. “Belle Tire’s experience with UKG exemplifies our vision of helping organizations tap into the power of their people and transform into great workplaces,” Sarrazin says. “Our AI-powered HCM suite allows organizations to put people at the center of their business strategies, with innovations that allow for better collaboration among teams, more focus on caring for employees, and opportunities to turn employee feedback into meaningful change.”

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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