Continuous EX Measurement Allows for Increased Ability to Make Positive Change
By Sherril Hanson May 18, 2023
The News: Real-time coaching and guidance solution provider Cogito has introduced a new EX measurement that leverages a machine learning (ML) model to determine how contact center agents are feeling after each of their daily customer...
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SugarCRM Enterprise Release Features New User Experience Improvements
By Keith Kirkpatrick May 17, 2023
The News: SugarCRM announced in early May the addition of powerful new user experience (UX) improvements via the launch of Sugar Enterprise+, its salesforce automation platform for on-premises customers. The newest version of the Sugar...
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CX Customer Wins for SugarCRM, goHappy, Qualtrics, Doxim, and MoEngage
By Alex Gaw May 15, 2023
SugarCRM to Help Australia’s Barnardos Care for Vulnerable Children SugarCRM has been selected by Barnardos, one of Australia’s largest children’s charities, to help the organization carry out its mission of caring for children at risk of...
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Salesforce Introduces Generative AI-Enabled Version of Tableau
- By Keith Kirkpatrick May 15, 2023
The News: Salesforce introduced on May 9 at its Tableau Conference the next generation of Tableau, the company’s data analytics and visualization solution, which is now powered by Einstein generative AI technology. According to the company,...
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Google Cloud’s Generative AI Comes to UKG’s HCM Suites
- By Sherril Hanson May 15, 2023
The News: Human capital management (HCM) solution provider UKG and Google Cloud have expanded their partnership, bringing Google Cloud’s generative AI technology into UKG’s HCM suites. UKG is now an early partner that will be using Google...
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Zendesk Launches Conversational Commerce Capabilities
- By Keith Kirkpatrick May 12, 2023
Zendesk Inc. announced Conversational Commerce capabilities designed to allow brands to connect with shoppers directly from within a message-based conversation. Launched May 10 at the company’s Relate customer event, the new Conversational...
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SMB Customers Expect Fast Resolution and Digital Engagement Across Multiple Channels
- By Keith Kirkpatrick May 12, 2023
The News: Quick resolutions to issues and access to multiple customer communication channels are two of the top expectations for consumers when interacting with small and medium-sized businesses (SMBs) via digital channels, according to a new...
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Journera Introduces TripSignals to Smooth Travel Customer Journeys
- By Sherril Hanson May 11, 2023
Providing an optimal customer experience during travel has always been a challenging endeavor with unforeseen complications and disjointed customer journeys. I recently spoke with Angela Shannon, Director of Marketing at Journera, to learn more...
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TTEC Holdings Announces Expanded Suite of Generative AI-Enabled CX Solutions
- By Keith Kirkpatrick May 10, 2023
The News: TTEC Holdings, a provider of CX technology and services, announced an expanded suite of AI solutions incorporating the use of generative AI and large language models (LLMs) in its CX solutions. These solutions have been developed...
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Airship Launches No-Code App Experience Editor
- By Alex Gaw May 10, 2023
Mobile app experience provider Airship recently unveiled App Experience Editor, a no-code native app editing engine, as part of move to innovate and upgrade the company’s App Experience Platform. The new utility, together with Airship...
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Designing Virtual Agents and Chatbots for Better Customer Engagements
- By Keith Kirkpatrick May 9, 2023
Virtual agents and chatbots have become both commonplace and vital to ensuring customers are served quickly and efficiently through the channels of their choosing. And while today’s AI-infused chatbots are far more advanced than the decision...
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Five9 Renaming CCaaS Solution; Highlights New Customer Case Studies
- By Keith Kirkpatrick May 9, 2023
Contact Center-as-a-service (CCaaS) vendor Five9 announced the renaming of its core platform to the Five9 Intelligent CX Platform (ICXP), from Virtual Cloud Contact Center (VCC) or Five9 Intelligent Cloud Contact Center (ICC). According to the...
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