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New Customer Wins for Cogito, Salesforce, Oomiji, RingCentral, and Relay42

Partners Include Jos Alukkas, FuelFood.io, Westland Insurance, and digitalAudience

CX customer wins and case studies

Cogito Joins Forces with Large Military-Focused Financial Institution

Cogito, which uses emotion and conversational AI to deliver real-time coaching and guidance to contact centers and frontline teams, has teamed up with one of the largest military-focused financial institutions in the US as a new client, continuing the Cogito tradition of supporting veterans and active personnel. The financial institution joins a growing list of brands working with the Boston-based computer service company, including 8 of the Fortune 25 companies across the financial services, insurance, telecommunications, technology, healthcare, and travel and hospitality sectors.

Spun out in 2007 from the Massachusetts Institute of Technology (MIT) Media Lab, Cogito received funding through The Defense Advanced Research Projects Agency (DARPA) to take the pioneering scientific research of Dr. Sandy Pentland and develop an application to help military veterans returning from combat. Veterans had historically experienced difficulties in reacclimating and transitioning back to civilian life, and the new technology was seeking a way to better serve veterans, especially those living in rural communities who lacked proximity to Veterans Affairs (VA) Centers. The technology proved successful through deployments with the VA and several large hospital systems, and later was extended to the frontline contact center workforce that Cogito serves today.

Related Article: US Department of Labor Awards $1.2 Million Contract to Improve CX for Veterans

Despite delivering excellent CX year after year, the military-focused financial institution chose to partner with Cogito to prioritize their employees after seeing burnout and attrition rise. Cogito’s ability to offer an Employee Experience (EX) Score for every call was a significant differentiator, along with the coaching capabilities of its AI system. With Cogito, the financial institution plans to enhance employee well-being and drive emotional connections while also delivering exceptional in-call CX—all part of the financial firm’s larger customer-focused initiatives.

The latest announcement comes on the heels of Cogito’s expanded presence in EMEA, where the company has successfully deployed its technology through an EU data center to support the frontline team of a global payments firm.

Salesforce Pairs Up with Indian Jeweler Jos Alukkas

Salesforce is collaborating with Jos Alukkas, the jewelry group from Southern India, to further enhance the brand’s overall CX both in-store and online. Salesforce Service Cloud and Marketing Cloud will seek to drive operational efficiency with Alukkas employees, while also enabling the brand to provide a unified experience for its clients. For its part, Alukkas, a renowned jeweler in India for the last 60 years and among the first in that country to introduce the concept of an online jewelry store, will leverage Salesforce to provide clients with consistent experiences from digital to the field.

“As a brand, Jos Alukkas has always been open to trying new technologies, and ideas,” says John Alukka, managing director at the jeweler. “With a team that shares the dream, a customer base that feels they are heard, and a business mind that is willing to change, adapt, and grow, we are confident of leveraging technology to ensure a transparent and efficient experience for consumers with no compromise on the promise of quality and trust.”

Oomiji to Provide Customer Engagement Platform to FuelFood.io

Oomiji, the provider of a conversation-enabled customer engagement platform, has been selected by subscription meal-planning service FuelFood.io to provide state-of-the-art customer intelligence and engagement, using Oomiji’s audience insight and targeting technology.

The partnership with Oomiji will enable FuelFood.io to engage with its current and potential customers by using forward-looking conversation cues and audience segmentation. Through ventures with some of the largest training platforms in the endurance sports space, FuelFood.io makes AI-powered meal-planning software that enables athletes to build and customize plans based on their preferences, dietary restrictions, training regimens, and event schedules.

Related Article: Retailers Deploy AI to Improve CX and Drive Revenue

“Oomiji technology works especially well for brands with a passionate audience of consumers who are always interested in expanding their knowledge base,” says Jon Stamell, CEO of Oomiji. With its ability to collect data in the form of surveys and open-ended questions segmented by language processing, the Oomiji platform will enable FuelFood.io to develop customized meal plans, news, and nutrition information for its wide range of customers that seek optimal performance.

RingCentral to Streamline Communications for Canada’s Westland Insurance

RingCentral, the Belmont, California-based provider of enterprise contact center solutions, has been selected by Canadian insurance broker Westland Insurance to power its business communication needs. One of the largest and fastest-growing independent insurance brokers in Canada, Westland chose RingCentral for ease of use, agility, and the ability to integrate with existing Westland systems, executives at the insurance firm say.

RingCentral and its unified platform will also help Westland scale as it enters a period of expected hyper growth, with the RingCentral Message Video Phone (MVP) platform integrating Westland communications systems alongside existing business applications like Microsoft Teams.

Westland Insurance will roll out RingCentral to its more than 2,200 employees across Canada, with plans to grow further via the company’s current national expansion plans.

Relay42 Announces New Partnership with digitalAudience

Relay42, the provider of an enterprise customer data platform (CDP), is partnering with data collaboration and identity resolution firm digitalAudience to offer marketers a wider range of cross-device identifiers that pave the way for a deeper understanding of the customer and improved personalization in the customer journey.

With the partnership of the two Dutch-based providers, the customers of both Relay42 and digitalAudience will now be able to identify website users across multiple devices and significantly increase the match-rate recognition of customers who are not logged in. As a result, digital marketing teams can gain deeper insight into customers, enhance their campaigns with more relevant messaging, and improve customer retention and brand affinity. The Relay42 CDP enables businesses to create meaningful customer relationships by utilizing smart technology to transform fragmented interactions into seamless journeys, giving businesses the freedom, flexibility, and agility to build sustainable customer relationships, using valuable customer data as a baseline. Its new partner, digitalAudience, is a data collaboration and cleanroom platform that helps companies gain maximum addressability with their customers and prospects by connecting valuable data sources to their first-party data, offering onboarding, collaboration, and activation with privacy at its core.

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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