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CX customer wins and case studies

New Customer Wins for LivePerson, Vonage, Qualtrics, SugarCRM, and Tata CS

Collaboration Efforts Are a Boon to Capitec Bank, Barry Callebaut, MIA, W&H, and Nokia

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LivePerson and its AI Platform to Improve CX Journey at Capitec Bank

LivePerson, the provider of a conversational artificial intelligence (AI) platform, is in a strategic partnership to transform the CX of Capitec Bank, South Africa’s biggest and fastest-growing digital bank, through AI-powered customer engagement.

The partnership will deliver more personalized, seamless banking journeys for Capitec clients, and together with LivePerson regional partner iSON Xperiences, a major CX services provider in Africa, will support the growth and continual optimization of Capitec’s conversational channels, including voice and messaging. Bank employees will also benefit from the collaboration as New York City-based LivePerson provides training and know-how on the AI and automation tools to be deployed.

“Our clients are at the heart of everything we do. We are improving our clients’ lives by reducing their need to make costly and time-consuming trips to the branches or phone calls to our sales and support centers,” says Carlos Moodley, head of conversational banking product at Capitec. “Through this partnership, we will also invest further in our people, including helping them learn how to work with the automation and artificial intelligence tools that are increasingly relevant to their careers.”

Vonage to Boost Customer Communications at Swiss Chocolate Maker Barry Callebaut

Global cloud communications provider Vonage will help optimize customer communications and enhance operations at Barry Callebaut, the Zurich, Switzerland-based manufacturer of high-quality chocolate and cocoa products, through the Vonage Contact Center for Salesforce solution. A Belgian-Swiss cocoa processor and chocolate manufacturer producing 2.2 million tons of cocoa and chocolate every year, Barry Callebaut runs more than 60 production facilities worldwide and employs more than 12,000 people.

The Vonage solution will enable the EMEA customer care agents at Barry Callebaut to manage enquiries, benefit from actionable insights, and drive a better overall customer and employee experience, says Magali Wauters, CX training manager at Barry Callebaut. “Vonage has provided us with a single, flexible and scalable cloud communications solution that will help us deliver a consistent and personalized customer experience at every touchpoint,” Wauters adds.

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New Jersey-based Vonage was chosen for its deep integration with Salesforce, omnichannel capabilities, and secure customer interactions, Barry Callebaut executives say. The Vonage Contact Center integrates all communications channels without disruptive hardware changes and plugs straight into Salesforce, enhancing internal processes and increasing efficiency. With Salesforce integration at the heart of Vonage’s contact center solution, agents have the ability to access within the same environment all the tools that a cloud-based contact center solution provides, including call routing to appropriate agents to address immediate customer needs, connection with customers worldwide, and dashboard customization with real-time performance data and analytics.

Qualtrics Helps Miami International Airport Cut Traveler Inquiries by Nearly Half

The partnership between Qualtrics and the Miami International Airport (MIA) to develop a traveler’s aid—a namesake chatbot called “Mia”—has not only won critical acclaim but has also been wildly successful in assisting with customer service inquiries and monitoring social channels, anticipating travelers’ questions and needs even before their arrival at the airport. With the help of Qualtrics, MIA—recognized as J.D. Power’s Best Mega Airport in North America for passenger satisfaction in 2021—has been able to reduce its average customer service resolution time to less than 10 minutes, keeping travelers informed and updated throughout the pandemic and beyond.

When the pandemic unfolded in early 2020, the airport’s digital marketing team used Qualtrics Social Connect,  the experience management inventor’s digital customer service solution, to develop its Mia chatbot, quickly programming it with answers in both English and Spanish to travelers’ most frequent questions related to the pandemic. Almost immediately, the airport cut the number of inquiries to its social channels by nearly 50%, freeing up its social team to respond more quickly to more complex passenger requests. Today as passengers return to the skies in large numbers, the airport is using social analytics to keep up. The MIA digital marketing team continues to use Qualtrics Social Connect to analyze inquiries received over its social channels and via the Mia chatbot, helping shape the type of information that gets shared on the airport’s website and social media properties.

The strategy enables the airport to anticipate travelers’ issues and to respond more quickly during a disruptive event. For instance, after finding that passengers frequently had questions about parking availability and pricing, the MIA social team now proactively alerts travelers via the chatbot and social channels when availability becomes scarce in the parking garages, encouraging passengers to take alternative means to the airport. With 10% more passengers taking to the skies from MIA in 2022 compared to pre-pandemic levels, the Qualtrics-MIA partnership solution is critical to maintaining smooth operations at the airport, officials from both companies assert.

SugarCRM Elevates Sales and Marketing Operations at Medical Tech Manufacturer W&H

SugarCRM, the Cupertino, California-headquartered provider of an award-winning AI-driven customer relationship management (CRM) platform, recently announced the deployment of its platform by global medical technology manufacturer W&H Dentalwerk to support its sales, marketing, and service needs.

To elevate its customer relationship data management, W&H wished to deploy a CRM solution that was centralized yet flexible, capable of being adapted to specific needs in all its markets. Following an initial pilot phase in North America and Italy, Salzburg, Austria-based W&H found the SugarCRM solution to have elevated its operations, paving the way for the worldwide deployment of SugarCRM’s sales and marketing automation solutions, such as Sugar Sell, Sugar Serve, and Sugar Market.

All told, SugarCRM is replacing a heterogenous deployment of various CRM solutions in the individual countries and regions where the company operates. The SugarCRM platform will be used to support sales and marketing lead generation, lead qualification and nurturing, account management, and field service management activities worldwide. Implementation support is being provided by SugarCRM partner Fellow Consulting, with the partnership and collaboration between SugarCRM and Fellow Consulting aimed at providing optimal high-touch customer support for W&H. Founded in 1890, W&H exports its product and service solutions to more than 130 countries, with North America, Europe, and Asia as its main markets. The company’s more than 1,200 employees ensure the provision of hardware and software products used in the dental, medical, and veterinary industries.

Tata Consultancy Services of India to Help Nokia Redesign HR Processes

India’s Tata Consultancy Services (TCS) has been selected by Nokia of Finland to redesign its human resources (HR) processes and to reimagine the employee experience (EX) for its global workforce.

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Launching its ‘One Nokia Digital’ strategy last year to digitalize operations and become more competitive, Nokia replaced its on-premises HR systems with a new cloud-based platform, standardizing HR processes on a common data platform for its employees spread across more than 130 countries where the Finnish telecom provider operates. TCS will work closely with Nokia to redesign HR processes and to implement a full stack of solutions powered by Oracle Fusion Cloud Human Capital Management (HCM). The new and simplified HR cloud-based services will make daily work more efficient for Nokia employees, TCS executives say, while also providing managers with actionable insights and analytics to support key workforce initiatives. Nokia will also use the new system to provide consistent EX across teams and to more easily manage and scale HR services globally.

Part of the Tata Group, India’s largest multinational business conglomerate, TCS is an IT services, consulting, and business solutions organization that generated consolidated revenues of $25.7 billion in the fiscal year ended March 31, 2022. It offers an integrated portfolio of business, technology, and engineering services and solutions, employing more than 606,000 consultants in 55 countries.

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