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CX customer wins and case studies

Customer Wins for Agillic and Tealium, eGain, MoEngage, Talkdesk, and 8×8

Partnerships Benefit Norsk Rikstoto, Allegiance, Tanishq, SD Worx, and AdvancedMD

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Agillic and Tealium Team Up to Improve CX for Denmark’s Norsk Rikstoto

Copenhagen, Denmark-based Agillic and Tealium of San Diego, California, have been chosen by Norsk Rikstoto, the foundation that supervises parimutuel betting on animal racing in Norway, to systematize customer data in its goal to offer an improved CX. Norsk Rikstoto is looking to personalize communications to inform customers on how to place bets and ensure that responsible betting remains central to customer journeys.

Tealium, the provider of a customer data platform (CDP) with machine learning (ML) and data management products, is in charge of the Rikstoto CDP, while Agillic, a software company that delivers artificial intelligence (AI)-powered omnichannel marketing, is being employed to personalize communications on the Norwegian outfit’s customer data. Rikstoto also plans to make use of the omnichannel capabilities of Agillic by deploying email, outbound SMS, landing pages with forms, web tracking, and paid media integrations to speak to customers.

“Putting the customer first is important for us—and it has to be easy to personalize customer dialogues in a user-friendly user interface,” says Morten B.W. Tonnessen, head of customer marketing at Rikstoto. “With Agillic, we get a solution that meets our needs.” 

eGain Partners with Allegiance for Knowledge-Powered Digital Engagement

eGain Corporation, the Sunnyvale, California-based provider of a knowledge automation platform for customer engagement, is partnering with Allegiance Benefit Plan Management, a subsidiary of multinational managed healthcare and insurance firm Cigna Corporation offering health and flexible benefit plans to employer groups and plan participants across the US.

Powered by eGain, Missoula, Montana-headquartered Allegiance has a three-pronged strategy to elevate stakeholder experiences. On the CX front, Allegiance hopes to provide digital-first omnichannel customer service via eGain’s Conversation Hub for 24/7 virtual assistance, email, social, chat, and messaging. The healthcare provider also seeks to ensure accurate answers through eGain’s centralized Knowledge Hub.

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For its agents, Allegiance aims to reduce call volume by deflecting routine queries to virtual assistance, and then escalate conversations to agent assistance with full context when needed, guiding agents through conversations with eGain knowledge and AI reasoning.

And to deliver a smooth business experience, Allegiance will leverage eGain’s composable platform and open architecture to securely scale its customer service operation, at the same time integrating with an Avaya telephony environment and with other contact center applications. The goal, Allegiance says, is to eliminate silos and consolidate content and process know-how in a single hub of trusted, omnichannel knowledge.

MoEngage Flows Help Customer Retention Efforts for India Jewelry Brand Tanishq

Customer engagement platform provider MoEngage from San Francisco has joined hands with Tanishq, a jewelry brand from India and a division of giant Titan Company Limited, to improve the jeweler’s weekly customer retention rates.

Using MoEngage Flows—cross-channel campaigns from MoEngage sent to customers based on their actions on a website—Tanishq hoped to improve customer retention rates by communicating relevant product recommendations in an engaging fashion. Within three months of using Flows, Tanishq reported an increase in weekly customer retention rates by approximately 10% as well as improved platform conversion rates.

“MoEngage has helped us communicate and engage better with our customers by providing access to crucial insights,” says Jeevant Sarma, lead product manager for Tanishq e-commerce. “We can now enrich customer journeys and experiences in our app even further, and we look forward to diving deeper into other powerful capabilities to level up the personalization factor in our communications.”

Talkdesk Delivers Solution for European HR Services Provider SD Worx

SD Worx, the Belgian-based global provider of payroll and HR services, has chosen Talkdesk to deliver a contact center solution and provide a future-proof platform with enhanced stability to support better CX through richer agent collaboration. Headquartered in Antwerp, SD Worx has nearly 7,000 employees that serve more than 80,000 clients in 150 countries.

Related Article: Customer Wins for Talkdesk, Veeva, Keap, Adobe, Walgreens, and Microsoft

The existing SD Worx contact center operates with separate telephony and case management platforms that paired with a combined inbound and outbound volume of more than a million client calls each year, making the process of gathering client insights and field client queries a complicated one for SD Worx agents. Using CX Cloud, the end-to-end CX solution from San Francisco-based Talkdesk, will provide SD Worx with a modernized, cloud-based contact center platform that can grow with the company, SD Worx executives say.

Additionally, Talkdesk Microsoft Teams Connector will enable deeper collaboration between contact center agents and other teams across the organization. Talkdesk for Salesforce,   meanwhile, will further streamline operations and enhance opportunities for personalized engagement across channels. Providing deep integration with these key platforms, the Talkdesk solution will allow SD Worx agents to support clients more proactively and with increased efficiency.

“It’s important to us that the whole customer journey is positive and productive from inquiry to conclusion, and the little details can make or break that experience for all involved,” says Yannick Lefever, product owner at SD Worx. “The Talkdesk solution will provide a more seamless experience for SD Worx agents and clients, ensuring that all those details align across platforms and customer touch points.”

8×8 Deploys Communications Solution at AdvancedMD

Integrated cloud communications platform provider 8×8 announced that its XCaaS eXperience Communications as a Service solution is now being deployed by AdvancedMD, the South Jordan, Utah-based medical office software firm. AdvancedMD had struggled with disparate, incompatible communications solutions that did not integrate well and lacked the security requirements needed to handle sensitive, health-related data. Furthermore, its on-premises phone system vendor was sunsetting software support, which increased the potential for unexpected outages and security issues.

With 8×8, employees and clients of AdvancedMD are enjoying improved call quality, reliability, and increased efficiency and collaboration, AdvancedMD officials say. The 8×8 XCaaS solution includes integrated voice, team chat, video meetings, and embeddable communication APIs in a single vendor solution, allowing for information sharing, analytics, customer and business insights, and robust reporting. Campbell, California-based 8×8 is also an accredited and third party-verified, HIPAA-compliant business associate, providing the security capabilities needed by AdvancedMD.

“8×8 has allowed us to completely shift the way we work, improving not only the customer and patient experience, but the employee experience as well,” says Kate Boyle, manager of corporate IT at AdvancedMD. “Our clients are also happier because 8×8 allows us to provide them a more convenient, streamlined service, so they can transform their practices into amazingly productive care centers, which is our ultimate goal.”

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