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CX Wins With Emplifi, LiveVox, and Qualtrics

Successful Partnerships Involve Freshpet, Arrivia, and Southwest Airlines

CX Wins With Emplifi, LiveVox, and Qualtrics

Emplifi Streamlines Customer Engagement at Freshpet

Customer engagement company Emplifi says its Service Cloud has made a significant impact on the customer care initiatives of pet food supplier Freshpet, improving outcomes and driving a more streamlined customer experience (CX) strategy.

After implementing Emplifi Service Cloud, Freshpet’s consumer care team reduced customer call volumes by nearly 40% and decreased wait times to speak with a live agent by 29%, allowing the care team to focus on high-priority initiatives.

Related Article: Unified Analytics Introduced by Customer Engagement Platform Emplifi

Lisa Diehl, Freshpet’s director of consumer care, knew that building trust with Freshpet’s target audience was key to developing long-lasting customer relationships. To exceed customer expectations, Diehl realized her team needed a customer engagement solution that streamlined its customer communication strategies, providing an easy way to track and respond to customer inquiries. Within three months of implementing Emplifi Service Cloud, New Jersey-based Freshpet recorded the significant gains above.

“The Emplifi Service Cloud has been a complete game-changer for my team. It has increased productivity, enabled deeper relationships with our customer base, and vastly improved our workflow processes,” says Diehl.

Zarnaz Arlia, CMO at Emplifi, notes that Service Cloud was designed to help brands build deeper relationships with their customers. “Freshpet’s omnichannel approach within their customer care strategies is a shining example of what can be accomplished when you have access to business-critical tools that help bridge the gap between marketing, commerce, and customer care.”

Headquartered in New York, Emplifi’s customer engagement platform is used by brands such as McDonald’s, Ford Motor Company, and Delta Air Lines to provide connected experiences for the modern consumer.

LiveVox Partners with Arrivia to Optimize Traveler CX

LiveVox, the provider of a contact center platform to automate customer support, has been selected by Arrivia to optimize and automate the CX for the travel loyalty and membership solutions company.

Founded in 2017 and headquartered in San Francisco, LiveVox offers tools for customer relationship management (CRM) and workforce engagement to improve CX and boost agent productivity. The LiveVox solutions provide Arrivia agents with a single-pane-of-glass view and automation capabilities to deliver informed omnichannel customer journeys. And by utilizing LiveVox’s pre-integrated modules, Arrivia is also able to provide channels of choice, unify data streams, and initiate focused, outbound campaigns.

Since implementation began in June 2021, Arrivia has used LiveVox across all its subscription, travel, cruise, membership, and back-office functions to remove agent performance obstacles and automate time-consuming tasks, resulting in improved customer retention and loyalty for Arrivia’s partner brands. Owned by London-based investment firm 3i Group, Arrivia drives the travel loyalty and rewards programs of many global cruise, hotel, resort, and financial brands, including American Express, USAA, and Marriott Vacation Club.

Related Article: CX Customer Wins for Nextiva, Amperity, LiveVox, 8×8, and Quadient

“LiveVox’s customer engagement and analytics capabilities have been a game-changer for Arrivia, and the technology has helped transform our contact center operations, including productivity improvements of up to 20% for our sales operations,” says Travis Markel, COO at Arrivia.

John DiLullo, CEO at LiveVox, says that collaboration with Arrivia shows how companies can consolidate legacy solutions to improve productivity and eliminate costs. “Supporting travel loyalty program contact center solutions is a mixture of both art and science,” DiLullo remarks. “We’re extremely proud of Arrivia’s confidence in our solution, and in our ability to improve their contact center operations while also providing to them a meaningful financial benefit.”

Qualtrics Teams Up with Southwest Airlines to Enhance EX

Experience management (XM) firm Qualtrics is being leveraged by Southwest Airlines to take the pulse of the carrier’s employee sentiment as the airline continually changes its roadmap to support employee needs. Using Qualtrics, Southwest says it gets a better understanding of employee engagement and well-being while also ensuring that employees receive the information and support that they need from leaders to feel successful in their roles.

“We have always put employees first, and we are intentional about listening to our people and taking action to improve experiences,” says Whitney Eichinger, Southwest’s senior vice president of culture and communications. “Since Southwest was founded, the company has focused on taking care of its employees first, knowing that will position them to best serve customers.”

Southwest says it aims to ensure that employees receive the right amount of communication through the most effective channels. With 90% of the airline’s workforce located on the frontlines and not sitting at a computer, Southwest asks employees through biannual surveys which channels they use most often to get information about the company. The approach is aimed to help leadership determine whether the right messages are reaching the right people at the right time.

Southwest also recognizes workers who have created mechanisms for the airline’s employees and customers to share feedback about great experiences. Leaders can get involved in celebrating the good work happening throughout the company to recognize behavior they want to encourage.

“Employees want to feel heard and understood,” says Julia Anas, Qualtrics chief people officer. “Continuously listening to how employees are feeling and understanding their needs helps inform leaders of what actions to take in order to improve employee experience, productivity, and trust.”

Based in Dallas, Texas, Southwest is both a major US airline and the world’s largest low-cost carrier. Since taking flight in 1971, the carrier has maintained a continuous history of no involuntary furloughs or layoffs of its now 71,000-strong workforce, the company says.

Qualtrics, the inventor of the XM category and a CX innovator, was acquired earlier this year by investment firm Silver Lake in a $12.5 billion deal. On October 4, Qualtrics announced it would cut from its workforce of 5,000 by about 780 jobs—some 15% of the total—amid restructuring and to build toward further growth.

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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