New York, October 18, 2021 – Emplifi, the leading unified customer experience platform, today announced the latest innovative features of its Voice of Customer (VoC) solution, offering Decision AI that elevates the customer experience and improves VoC use cases across marketing, product, sales, and customer service teams. The new updates include pre-packaged managed survey frameworks to help marketing, digital, product, ecommerce, and social media teams measure campaign effectiveness, gather feedback, identify product trends, and amplify shopping experiences.
“Customer expectations are higher than ever. In this new era of customer experience, listening to your audience is critical to a brand’s success. Businesses need access to innovative CX solutions that empower them to be responsive to their customers’ needs in real-time by monitoring customer expectations and perceptions at key stages of the customer journey and offering key customer-centric insights that drive measurable outcomes,” said Emplifi President and Chief Product Officer Alex George.
“With a focus on innovation and an unwavering commitment to evolving our solutions as our customers’ needs change, we built the latest version of Emplifi VoC to give CX teams heightened customer experience capabilities that allow them to make informed, rapid decisions by identifying trends, correcting issues, and tracking audience shifts,” added George.
The newly added Decision AI tool within the Emplifi VoC platform is constantly listening to survey responses to identify important trends and themes, enabling brands to proactively address any CX issues. The information and customer data gathered by Emplifi VoC is easily accessible to team managers and admins via an intuitive dashboard.
A number of Emplifi’s customers are already experiencing significant results with the platform, including Amer Sports Corporation. “The Emplifi Voice of Customer platform allows us to track our customers’ experience on a number of our brand websites, including Arc’teryx, Suunto, Peak Performance, and Wilson,” said Stefan Hundegger, Director, Digital Platforms and Insights Global E-Commerce, Amer Sports Corporation. “It’s given us great insights into how we can improve the overall customer experience and optimize their online shopping journey. It’s a valuable tool that’s a crucial part of our digital strategy.”
Emplifi VoC is now available within the Emplifi Unified CX Cloud, a comprehensive customer experience platform that addresses the full customer journey by giving brands the tools they need to meet customer expectations.
The latest VoC features will be highlighted at the SOCAP Conference during a panel discussion with software solutions evangelist Doug Rippy and other CX experts. Emplifi will serve as a sponsor at this year’s SOCAP Conference which will take place in Clearwater, Florida October 17 – 20, 2021.
About Emplifi
Emplifi is the leading unified CX platform that brings marketing, commerce, and care together to help businesses close the customer experience gap. More than 7,000 brands, including Delta Air Lines, Ford Motor Company, and McDonald’s, rely on Emplifi to provide their customers with outstanding experiences at every touchpoint. For more information, visit www.emplifi.io.
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
