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Consumers Love Messaging for Customer Service But Hate its Experience Silo

YouGov survey of US and UK consumers reveals that lack of consistent omnichannel experience is the biggest hurdle to faster adoption of messaging for customer service

Conversocial Acquires AI-Powered Conversational Commerce Platform Assist

Deal allows brands to transform sales, marketing, and customer service with dynamic customer interactions that seamlessly integrate bots and live agents

Cyara Puts Real-Time CX Incident Management in the Palm of Your Hand

New mobile app enables enterprises to see the overall health of their omnichannel CX systems and rapidly resolve incidents

Vertafore transcends customer support industry benchmarks with Vonage’s NewVoiceMedia contact centre solution

Vertafore® has realised shorter hold times for its customers, additional means of communication and a better overall customer experience, since implementing the NewVoiceMedia (NVM) solution.

New CallMiner Customer Experience Solution Pack Speeds CX Insight from Unsolicited Feedback

Speech Analytics Voice of the Customer (VOC) quality and loyalty indicators are revealed from every contact center conversation

Decibel Adds New Platform Features that Enhance Digital Customer Experience by Revealing Exactly How...

With Journeys, brands can visualize data to better understand the complicated customer journey on websites and apps

Luminoso Launches Score Drivers for Analyzing Mixed Datasets of Customer and Employee Feedback

Machine learning-powered solution intelligently automates finding correlations between open-ended text feedback and quantitative ratings

M For Momentum: Experience Management Leader Medallia Reports Completion of Financing Round

New Funding, New Global Brands, Artificial Intelligence and New Executive Close Out Record Year

Selfie Customer Service? Sparkcentral Announces Enhanced Instagram Support for its Enterprise Social Customer Service...

Brands and customer service teams can now respond and engage with customers at scale in real time on popular photo sharing app

Optimizely Launches Easy Event Tracking, a New Way to Understand and Optimize Every Element...

New capability lets brands connect any third party data to the leading experimentation platform, allowing businesses to understand the impact of experiments on the metrics that matter most

UserTesting Makes Real-Time Human Insight Available Anywhere, Anytime with the Launch of Live Conversation...

Leading brands embrace Live Conversation Mobile to connect with customers in more flexible ways

Maropost Launches Maropost for Commerce

First platform to unify marketing and commerce gives marketers actionable intelligence for building brand loyalty to increase customer lifetime value

Customer Experience Management Survey Reveals Massive Growth in Companies Using Artificial Intelligence to Help...

COPC Inc. and Execs In The Know Publish 2018 Corporate Edition of the CXMB Series

New Global Customer Experience Company Revealed Today as Majorel

Bertelsmann and Saham’s customer experience business, “Majorel”, launched; bold statement of intent on future growth

Sharpen Technologies Offers Logic and Action Bots to Modernize Omni-Channel Workflows

Sharpen Logic and Action bots result in a more consistent customer journey, an improved agent experience, and increased efficiencies

Lexalytics® Announces Text Analytics Suite Availability for Any Computing Environment

Company Also Pioneering New “Micromodels” Machine Learning Approach to Natural Language Processing

Gainsight® Launches Gainsight PX, a Complete Product Experience Platform to Drive Subscription Growth

B2B Product Teams Can Leverage Deep Product Insights and Personalize In-App Engagements to Build Products Customers Love to Use

Gong.io Raises $40 Million to Transform Sales with AI

Companies including LinkedIn, GE, ZipRecruiter, and Drift empower their teams and win deals with Gong's Conversation Intelligence technology

CleverTap More Than Doubles Revenue, Realizes Significant Customer Growth Globally in 2018

Company to accelerate growth in 2019, with more product innovation, expansion in key markets

The Nation’s Most Loved Social Brands Revealed Through Consumer Conversations

Disney World and Pillsbury Most Loved in Terms of Offline Conversation, While American Family and Clean & Clear Are of Online Conversation Winners

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