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Customer Wins for 1E, Unisys, Nextiva, Contentsquare, MoEngage, and Reltio

Winning Partners Include Florida Panthers, ASICS EMEA, MySyara, and Radisson

CX customer wins and case studies

1E and Unisys Partner in Significant DEX Initiative

In a significant initiative, the UK-based IT software and services company known as 1E is partnering with Unisys, the IT services and consulting company headquartered in Blue Bell, Pennsylvania, to offer digital employee experience (DEX) solutions to the world’s largest enterprises. Unisys has chosen 1E as its technology partner to help deliver exceptional digital employee experiences while driving productivity in hybrid workplace environments. In parallel, 1E will leverage Unisys consulting and managed services expertise for contracts requiring deployment services and recurring support services and training.

The partnership stems from the shared recognition between both companies that DEX is now a key consideration in the digital transformation strategy of enterprise firms. That observation is borne out by a recent 1E report, which finds that 81% of enterprise employees agree that companies that fail to make DEX a board-level priority will fall behind their competitors. Both organizations are also set to commit significant resources and efforts to their modern service-desk and digital workplace goals, according to the two companies.  

Leon Gilbert, senior vice president and general manager of digital workplace solutions at Unisys, says the hybrid workplace requires new and innovative solutions to ensure exceptional employee experiences. “Our vision is to create a global market-leading solution that delivers consumer-like digital employee experiences while reducing cost and increasing efficiencies. This partnership is an important milestone for Unisys in enabling us to execute on this vision,” Gilbert notes.

Mark Banfield, CEO of 1E, concurs. “With devices replacing traditional offices, DEX has become both an IT and a boardroom imperative, yet digital friction continues to disrupt employee productivity. We are delighted to partner with Unisys, which shares our vision of a frictionless employee experience via advanced remediation, automation, and managed services.”

Nextiva Named Official Communications Partner of Florida Panthers

Nextiva, the Scottsdale, Arizona-based provider of cloud-based business communication solutions, is teaming up with the Florida Panthers to serve as the professional ice hockey organization’ official communications partner.

Nextiva is helping the Panthers scale service as they add locations and acquire new fans. The cloud solutions provider will also jump-start the Panthers’ digital transformation to improve the fan experience for the team’s devotees. With Nextiva’s business communications system chosen to level up the phone service of the Panthers, fans can now expect strong service and support when buying tickets, purchasing team gear, and attending games, representatives from both companies say. Nextiva business communication products include voice-over Internet Protocol (VoIP) phone systems, cloud phone systems, call center cloud solutions, Interactive Voice Response (IVR) and auto attendant, remote or mobile agents, and PBX Session Initiation Protocol (SIP) Trunking.

Related Article: DXC Technology Signs Major Deal with Manchester United

Nextiva’s products and services will also ensure that the Panthers’ IT staff is able to manage the team’s various systems from anywhere—at home or on the road. The Nextiva offerings extend even to the two public amenities supported by the Panthers: the IceDen, an indoor ice arena that hosts a variety of fitness and leisure programs; and the Fort Lauderdale (FTL) War Memorial auditorium, an ice facility with two ice rinks open to the public that will also serve as the Panthers’ training facility and performance center.   

Based in the Miami metropolitan area, the Florida Panthers compete in the National Hockey League (NHL) as a member of the Atlantic Division of the Eastern Conference. The NHL’s Florida Panthers are entering their 29th season in the league.

Contentsquare to Help ASICS EMEA with Digital Expansion

French web and experience analytics provider Contentsquare is partnering with ASICS EMEA to support the Japanese sportswear maker’s ambitious digital strategy in Europe. With the ASICS EMEA team sharply focused on creating an exceptional customer journey for its shoppers, Contentsquare’s charter will be to provide in-depth insight into how ASICS EMEA customers behave online, along with furnishing recommendations on how the sportswear maker can optimize customer journey goals across all touchpoints. As a key partner, Contentsquare will also help improve the mobile experience being offered by the Japanese maker.

Overall, Paris-based Contentsquare will help unlock greater agility for ASICS EMEA in navigating the ever-shifting e-commerce landscape. A key to the success of the entire undertaking is Contentsquare’s Find & Fix product, which enables both technical and business teams to create seamless experiences by immediately addressing issues impacting customer service and removing friction points, officials from both companies say.

ASICS EMEA operates out of Hoofddorp, a town southwest of Amsterdam in the Netherlands. The company’s main operations and headquarters are located in Kobe, Japan, where the firm directs the design, development, and manufacture of various sportswear products, including running shoes and other footwear, clothing, and accessories.

Contentsquare is a key player in digital experience analytics, a richer and more comprehensive approach to web analytics that examines a customer’s digital experience to draw conclusions about customer behavior that can be used to drive growth.

MoEngage and MySyara Work in Tandem for a Smooth Ride

Customer engagement platform provider MoEngage is on a joint drive with MySyara in the United Arab Emirates (UAE) to increase customer value at the on-demand car care and technology company headquartered in Dubai.

While offering door-to-door delivery of car servicing solutions to customers has been successful for MySyara, the automotive service provider was having trouble in ramping up its customer engagement initiatives. As it turns out, the internal tool that MySyara was using restricted the company from performing any meaningful analysis and deriving useful insights. This meant that MySyara was lacking significant information, such as performance ratings for marketing channels and customer preferences for product and messaging.

With the help of San Francisco-based MoEngage and its marketing automation platform for user analytics, MySyara now gets a unified and comprehensive view of customer-facing elements, including customer data and preferences, integral to customer retention and successful engagement. The partnership with MoEngage has also enabled MySyara to tap into every touchpoint of the customer lifecycle journey, making it easier to boost engagement with customers and drive customer loyalty.

“Our aim is to build and increase our customer’s lifetime value,” says Chirenj Chandran, CEO of MySyara. “This is where we think our partnership with MoEngage will be fruitful.”

Reltio to Help Consolidate Data at Radisson Hotel Group

Reltio, the Redwood Shores, California-based provider of a cloud-native platform that synthesizes multisource complex data into a single source of information, has been chosen by Radisson Hotel Group to unify data across the organization and harness the brand’s rich enterprise data with the goal of accelerating business transformation and providing enhanced CX.

Radisson will implement Reltio’s software-as-a-service (SaaS) platform to consolidate the hotel group’s data in real time throughout its hotels with the aim of improving data quality, especially around reporting. The deployment is also expected to enhance data workflows across the Radisson organization, which will help boost business performance while reducing workloads. Most importantly, ensuring consistent master data will enable Radisson to leverage accurate and consistent information that the organization expects will change the business for the better.

Related Article: Customer Wins for Genesys, MoEngage, Lexer, ISC-CX, and Qualtrics

Manish Sood, CEO, founder, and chairman of Reltio, says the hotel group’s expansive enterprise application system architecture requires accurate, timely data that can help boost CX and drive improved business results. “That’s where we help,” Sood remarks. “The Reltio platform combines all of Radisson Hotel Group’s data sources into one–from loyalty, to transactions, to preferences—giving it a 360-degree view of its customers.”

Radisson is among the world’s largest hotel groups, and its family of brands can be found in more than 120 countries. The hotel group has been recognized as the fourth best employer in the travel and leisure industry by Forbes.

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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