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UAE Consumers Lose 83 Million Hours Despite AI in Customer Service
By Staff Writer (April 09, 2026)
New ServiceNow research reveals that customers in the UAE lose more than 10 million working days a year navigating slow customer service
G2 Introduces New Product Innovations
By Staff Writer (March 30, 2026)
G2's new capabilities include richer buyer content, identity verification via LinkedIn, a new model context protocol (MCP) powered by Claude, and expanded market intelligence.
Data and Process Fundamentals Matter More Than AI
By Emily Crisp (March 30, 2026)
AI adoption is accelerating, but without strong data, processes, and strategy, it falls short. Marketers must prioritise fundamentals to unlock meaningful value from AI investments and integrations.
Keypoint Intelligence Launches Keypoint Engage
By Staff Writer (March 23, 2026)
With the Keypoint Engage suite, Keypoint Intelligence is expanding its ability to help organisations evaluate and optimise the role of print and document technologies across business functions.
Contentsquare Launches New AI Agent and Analytics Capabilities
By Staff Writer (March 18, 2026)
Contentsquare expands its platform with configurable AI agents, ChatGPT app and prompt analytics, visibility into LLM traffic, and conversation intelligence — giving organisations a 360-degree view of AI-driven and support experiences
AI Set to Drive Over Half of eCommerce Transactions by 2027
By Staff Writer (March 17, 2026)
A new report finds AI agents could influence more than half of eCommerce transactions by 2027, as enterprises accelerate investment in agentic commerce and autonomous shopping technologies.
Teradata Introduces New Capabilities for Enterprise Vector Store
By Staff Writer (March 10, 2026)
Teradata Enterprise Vector Store unifies structured and unstructured data with agentic capabilities across hybrid environments, enabling rapid deployment of production-ready AI systems.
The Impending Shopping Shake-Up, and How Retailers Can Stay Relevant
By Sue Azari (January 19, 2026)
As AI becomes the new shopping interface, retailers must rethink discovery, data, and customer experience to stay visible. Those who adapt now will shape how consumers find, trust, and buy in an AI-native world.
Sage42 Releases Ventana Communications Platform
By Staff Writer (June 09, 2023)
Ventana comes with Taboo Filter, which prevents the use of inappropriate content, such as profanity, culturally insensitive words, and images, during interactions with customers.
How Can Brands Maximise Their Conversational AI Investments?
By Anushka Pandit (June 08, 2023)
First-generation bots are a thing of the past. It is time for the virtual agent to perform sophisticated actions — like checking on the status of an order, changing a delivery address, and more — to fully automate complex processes end-to-end.
Cyara Integrates OpenAI's GPT-3 With Botium
By Staff Writer (May 29, 2023)
Cyara has integrated OpenAI's GPT-3 with Cyara Botium, its solution for comprehensive, automated chatbot and conversational artificial intelligence testing and assurance.
Pega Adds Pega GenAI
By Staff Writer (May 24, 2023)
Pega GenAI will provide visibility into how AI decisions are made by analysing decisioning data and providing explanations of why certain actions would (or would not) be presented to a customer.
Martechvibe Will Launch Report on Optimising CX through Customer Service Strategies
By Staff Writer (May 15, 2023)
In an editorially-driven initiative, the team is studying how CXOs in the Middle East are lifting customer experience by optimising customer service strategies.
Do You Have a Unified View of Customer Interactions?
By Staff Writer (April 28, 2023)
What would an ideal CX tech stack look like? Hassan Hamdan, Chief Technology Officer, Unifonic offers his insights on AI-powered solutions to increase CX performance and build engagement capabilities. 
The GPT Effect: A New Era of Customer Service
By Declan Ivory (April 20, 2023)
Learn how AI and automation transform customer service, improve agent productivity, reduce support volume, and increase customer happiness.
Clickatell Launches Chat Commerce Platform As A Service
By Staff Writer (April 19, 2023)
New platform features include card tokenisation and integration with WhatsApp Commerce that allows the display of product information and images in WhatsApp channels. Clickatell, a mobile messaging and chat commerce provider, launched Chat Commerce Platform as a Service (CCPaaS) to help companies connect, interact, and transact with customers on messaging platforms. Clickatell’s Chat Commerce Platform […]
Cracking the Customer Feedback Code with AI
By Chris Martinez (April 14, 2023)
From creating a strong customer feedback loop to leveraging real-time ticket categorisation, AI is revolutionising customer support.
Disruptive Brands Challenge The Status Quo
By Chandni U (April 11, 2023)
Regulated brands such as financial institutions are expected to deliver the same frictionless experience as retail, says Donata Peksa, Head of Brand Experience at HSBC. She speaks about how marketers need to change the way they think to deliver to the new customer expectations.  Do financial banks track quantitative customer data points and benchmark their […]
The Art And Science Behind Conversational AI
By Dawn Harpster (April 04, 2023)
It’s no secret that today’s customers expect highly-personalised, seamless communication across channels when they connect with companies. Artificial intelligence (AI) is rapidly becoming a ‘must-have’ for brands looking to have a competitive edge in the battle for customer loyalty. Using conversational AI to field basic customer queries is often an accessible starting point for brands. […]
Talkdesk Research Explores Consumer POV Of Conversational AI To Help Brands
By Staff Writer (March 29, 2023)
Insights from multiple global surveys and consumer focus groups shed light on adoption of self-service tools and offer actionable steps to improve CX through conversational AI Talkdesk, a cloud contact centre provider for customer-obsessed companies, released a new Talkdesk Research report: “The promise (and pitfalls) of self-service automation in customer service.” As customer experience (CX) […]
Zendesk Partners With AWS
By Staff Writer (March 27, 2023)
The partnership is designed to help businesses provide faster, tailored conversational experiences to customers across all channels.  Zendesk has signed a five-year partnership with Amazon Web Services (AWS) to help businesses deliver personalised customer experiences at scale. The partnership is designed to help businesses provide faster, tailored conversational experiences to customers across all channels while […]
Can Personalisation Streamline Customer Engagement?
By Chandni U (March 20, 2023)
Around 78% of customers say personalisation impacts their likelihood of making repeat purchases. It’s a no-brainer that marketers need to focus on products and promos that personalise. So, why are 63% of digital marketing leaders still struggling? Spotify’s spiralling global user base demonstrates that intelligent, personalised engagement can have an unparalleled positive effect on brand […]
Martechvibe’s Weekly News Round-Up
By Staff Writer (March 17, 2023)
In case you missed it, here’s a look at the top headlines in the marketing and technology landscape. The news selected presents a snapshot of the evolving consumer terrain, how technology is being optimised to solve growing marketer challenges and significant drivers of customer experience trends. Juji Launches Generative AI Tool For Chatbot Creation  Juji, […]
Juji Launches Generative AI Tool For Chatbot Creation
By Staff Writer (March 17, 2023)
Juji AI chatbots can proactively engage users in two-way conversations, infer personality traits in real time, and guide them to decisions based on their unique personalities. Juji, an artificial intelligence company, launched a generative artificial intelligence tool that enables any organisation to create custom AI chatbots with no code or additional IT resources. These AI […]
Factoreal Introduces Omnichannel Chatbots
By Staff Writer (March 01, 2023)
Factoreal’s Omnichannel Chatbot allows companies to expand their customer engagement and retention strategy beyond a siloed departmental effort into a business-wide approach that harnesses existing data to form better connections with prospects and customers. Factoreal, the customer engagement platform helping marketers create robust experiences at every touchpoint, launches its new ‘Omnichannel Chatbot’ feature to ensure […]
Consistent Omnichannel Service Is Still A Concern
By Sumair Sayed (February 21, 2023)
Martechvibe spoke to Mostafa Kamel - Head of User Experience | Mrsool about how various technological advancements can help brands improve CX, omnichannel service, and CX strategies.
Experience Design as a Secret Way to Communicate with Customers
By Khushbu Raval (February 20, 2023)
Mike Wittenstein advises that all CX professionals are to try their hand at experience design – not only to look at things from the customer’s perspective but to organise the business in a way that delivers better CX. We are living in a blender of change, which presents a challenge for brands that typically rely […]
The State of Qatar Debuts Unified Citizen Experience Management Platform 
By Staff Writer (February 17, 2023)
The Bureau has established a Citizen Experience Center of Excellence (CoE), designed to harness the power of Sprinklr’s Unified-CXM platform and professional services expertise. Sprinklr the unified customer experience management platform for modern enterprises, announced that the Civil Services and Government Development Bureau of Qatar has selected Sprinklr as the technology platform to deliver unified […]
What Could Go Wrong With ChatGPT?
By Staff Writer (February 16, 2023)
Marketing leaders may be thrilled about generative AI. But to find enterprise applications, it has a way to go in offering more control and curation. Martechvibe asked three experts about what is in store for the future of ChatGPT There is plenty to celebrate with ChatGPT. If it could make Google launch a nervous response […]
How ChatGPT Will Impact the Broader Conversational AI Industry 
By Colin Crowley (February 14, 2023)
OpenAI’s ChatGPT, the viral AI-powered chatbot that can write essays, emails, poems and even computer code, is making waves in the news. Colin Crowley, CX Advisor for Freshworks, shares his thoughts on what the future of chatbots looks like. ChatGPT Will Create A Two-Tier System If ChatGPT becomes more widespread, one wonders how much they […]
Will ChatGPT And Generative AI Revolutionise Digital Customer Experiences?
By Meysam Asgari-Chenaghlu (February 09, 2023)
ChatGPT burst onto the scene in November 2022 — and the hype around it shows no sign of fading. But will generative AI really revolutionise digital customer experiences? When OpenAI released ChatGPT, it took the internet by storm. This AI chatbot can produce poetry, write code, draft essays, come up with recipes, and provide a […]
Vee24 Introduces WhatsApp Integration For Customer Assistance
By Staff Writer (February 03, 2023)
The integration opens up brands to a trusted channel for customer support Vee24, a person-to-person digital customer experience solutions provider, announced the recent launch of its asynchronous messaging integration. This new feature allows brands to engage with their customers via WhatsApp, the world’s most popular messaging service. Vee24’s digital platform enables customer-centric teams to grow […]
ENGAGE Unveils AI Employee Named Athena
By Staff Writer (January 25, 2023)
The AI functionality enables Athena to learn and enhance her intelligence the more she interacts with people, improving her performance and responding more naturally to conversational prompts ENGAGE XR Holdings Plc, a virtual reality technology company and provider of virtual communications solutions in the metaverse, announced the launch of Athena, an augmented reality (AI) employee […]
Time To Add ChatGPT To Your Content Marketing Team?
By Kaumudi Kashikar Gurjar (January 11, 2023)
Is ChatGPT the most human-like AI chat interface? Yes. Can it take over your content generation tasks? Not just yet. We tried to write this article using ChatGPT but were met with rejection in Shakespearean style. The chatbot conveyed the disappointing status by saying, “Ah, dear user of ChatGPT, thou art not alone in thy […]
Aisera Is Now Available on Zendesk's Sunshine Platform
By Staff Writer (December 29, 2022)
Integration delivers powerful Self-service and Assist resolution capabilities for Zendesk customers, reducing operating costs while delivering exceptional CSAT Aisera, the AI-driven service experience platform for automated customer experiences (CX), announced that its solutions are available as a new app integration on Zendesk’s Sunshine Conversations Marketplaces. Zendesk and Aisera will collaborate on use cases across Customer […]
80% of Consumers Reports Frustration Levels using Chatbots
By Staff Writer (December 15, 2022)
A hefty majority, 80 per cent, of consumers report higher frustration levels when it comes to using customer service chatbots, while 72 per cent stated using a chatbot for customer service was a waste of time. Those are top findings from a Uject Inc. research report that polled nearly 1,700 consumers over the past 12 […]
Lumen Expands Partnership with Genesys
By Staff Writer (December 13, 2022)
Lumen’s solution enables companies to listen to and understand their customers and employees, predict actions, and shape what comes next to drive meaningful business outcomes. Lumen Technologies has launched Lumen Solutions for Contact Center–Genesys Cloud through an expanded partnership with Genesys. Lumen Solutions for Contact Center–Genesys Cloud is a contact centre-as-a-service (CCaaS) offering that helps […]
GridX, SEW Partner to Deliver Superior Customer Experiences
By Staff Writer (December 02, 2022)
GridX, the enterprise rate platform provider to modern utilities, and SEW, the provider of digital customer and workforce experience platforms to utilities, signed an agreement to integrate GridX with SEW’s Digital Customer Experience (CX) Platform – Smart Customer Mobile (SCM). Combining GridX’s ability to tell customers the exact value of their clean energy decisions with […]
Uberall Adds Messages to CoreX Platform
By Staff Writer (December 01, 2022)
Uberall, a provider of hybrid customer experience (CX) solutions, has enhanced its Uberall CoreX platform with Messages, a complete messaging solution that helps multilocation businesses shorten their customers’ paths to purchase via live agents and AI chatbots. “While many companies understand the importance of customer convenience, they often consider it a daunting proposition to give […]
CX For The Most Wonderful Time Of The Year
By Génesis Miranda Longo (November 29, 2022)
It’s no surprise that when consumer money and time are stretched thin, they are more likely to re-evaluate their spending habits and approach purchasing decisions with more scrutiny. The brands able to offer an easy, convenient, and meaningful experience – on top of a great product and good value – stand the best chance of […]
Chatbot Markets Poised For Exponential Growth
By Staff Writer (November 29, 2022)
Stand-alone chatbots have an appealing graphical interface, easy use, and a simple installation process, reveals the report. Research firm Acute Market Reports expects the global chatbot market to undergo “exponential growth” through 2030, spurred by the growing popularity of interactive online channels, the need to improve customer relationships, and research dedicated toward integrating them with […]
Can We Go Beyond First Name? 
By Kaumudi Kashikar Gurjar (November 28, 2022)
“Many brands want to scale customer service during the busy holiday season with chatbots and other technology, but customers want a human touch,” says Kunal Badiani, Senior Director and Head of Expansion, META, MoEngage, on navigating holiday season shoppers. This year differs from the last two as people plan to shop early this holiday season […]
Aramex Selects Sprinklr AI Chatbots to Transform Global Customer Service
By Staff Writer (November 23, 2022)
Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, announced that Aramex – the Dubai-based provider of comprehensive logistics and transportation solutions – is using Sprinklr Modern Care to improve the efficiency and scale of its digital customer service. Aramex will be using Sprinklr’s AI chatbots in four languages to automate responses to […]
Human-centred Conversation Design: The Secret Sauce Powering Better AI-enabled CX
By Maeve Condell (November 22, 2022)
Artificial intelligence is woven into the fabric of modern life. It decides which tweets appear on your Twitter feed and recommends YouTube videos for you to watch. AI is involved when Google adjusts your route to follow the fastest way home or shows an ad for the Bluetooth headphones you’ve been dreaming about. The popularity […]
Simplr Introduces the EngageNow Suite to Eliminate the Customer Service BPO
By Staff Writer (November 11, 2022)
Simplr, the platform built to exceed the expectations of the NOW Customer, announced the general availability of the EngageNow Suite. This solution combines chatbot technology and human agents through an AI-powered platform to deliver higher quality and more agile customer experiences than legacy BPOs. With their origins in the early days of call centre offshoring […]
Boost.ai and CallMiner Partner, Provide Omnichannel Insights to Improve CX
By Staff Writer (November 02, 2022)
Boost.ai, a cloud-based provider of conversational artificial intelligence (CAI) at scale, announced a new strategic partnership with CallMiner, a provider of conversation intelligence that drives improved customer experiences and business outcomes. CallMiner empowers businesses to capture and analyse text and voice-based interactions, and paired with Boost.ai, organisations can glean valuable insights from every single customer […]
Martech Spotlight: Almarai
By Ahana Basu (October 14, 2022)
Digital is central to Almarai’s plans, with the firm eyeing a suite of intelligent technologies to optimise its operations, supply chains and customer processes. When Covid-19 hit the world, many companies in the Middle East were already embarking on their digital journeys. The pandemic forced their hand, and brands needed to work quicker and more […]
AI Technology Functions Best Alongside Humans
By Kaumudi Kashikar Gurjar (October 11, 2022)
Jay Gupta, Director of Product Marketing – AI, Automation & Analytics, Talkdesk, speaks about how using conversational AI to field basic customer queries is often an accessible starting point for brands looking to expand their AI capabilities. Gupta said that with the emergence of low- and no-code AI technologies, companies don’t need to rely on […]
Dynamic AI Agents Are The One-Stop CX Solution
By Chandni U (September 12, 2022)
Raghu Ravinutala, CEO & Co-founder of Yellow.ai discusses how dynamic AI agents can keep up with the conversation “Enterprises often fail to deploy a virtual assistant that can comprehend complex conversations with multiple utterances. This can be resolved by deploying dynamic AI agents that successfully decode conversations involving multiple commands in a single utterance or […]
valU And PayTabs Egypt, Partner With notchnco
By Staff Writer (September 05, 2022)
Collaboration enables an end-to-end WhatsApp shopping experience in Egypt. valU, MENA’s leading Buy-Now, Pay-Later (BNPL) lifestyle promoting fintech platform, PayTabs Egypt, the award-winning payment processing solution, and notchnco, an independent software vendor (ISV) for meta products, announced a collaboration. It will allow valU’s clients to enjoy a unique WhatsApp shopping experience. For the first time […]
The Impact Of Speech Tech On CX
By Khushbu Raval (August 29, 2022)
By harnessing the power of automatic speech recognition systems, contact centres can boost CX and get over the regulatory compliance hump. Customer satisfaction is critical in contact centres. Customer happiness, loyalty, and eventually, a company’s bottom line can all be impacted by a poor customer experience. According to VisionCritical, a consumer intelligence platform, the total […]
Chatbot Market To Reach $13.9 Billion By 2027
By Staff Writer (August 24, 2022)
Chatbot market reached a value of $3.7 billion in 2021 and is likely to reach $13.9 Billion by 2027, expanding at a compound annual growth rate of 24.68 per cent. Research firm IMARC Group has reported that the global chatbot market reached a value of $3.7 billion in 2021 and is likely to reach $13.9 […]
Botco.ai Launches Instachat Builder
By Staff Writer (August 19, 2022)
Instachat Builder shortcuts the entire process by automatically transforming any relevant text into training material, allowing customers to launch powerful chatbots. Botco.ai, a provider of conversational marketing solutions, launched Instachat Builder to accelerate the deployment of artificial intelligence-powered chat. It will allow companies to train Botco.ai’s chatbot directly on text information. “Historically, launching a chat […]
Chatbots Will Become More Human-Like Soon
By Chandni U (August 11, 2022)
Head of Marketing & Commercial – Etisalat Information Services, Karan Patel, shares his insights on future adtech trends and technological disruptions “There will be a further rise among businesses (medium and large) in adapting CPaaS platforms to address customer engagement issues on their apps and websites. There will also be enhancements in creating customer journeys […]
Does Retail Need Vendor Management Tools?
By Shivam Pandey (August 04, 2022)
Imagine having your ecommerce game on-point and falling short because your last mile delivery partner didn’t live up to customers’ expectations. For consumers, customer satisfaction is a package deal, a culmination of all processes and people representing your brand— contact centre agents, delivery assistants, or the social media team. This means that all the vendors […]
Martech Spaces: LinkedIn’s Power Over B2B Marketers
By Chandni U (August 02, 2022)
While one might think DCT would choose a marketing firm to promote videos and target business audiences, DCT decided on LinkedIn, and it brought in the desired results. Not just for business boardrooms, Abu Dhabi is a hallmark of a luxury travel destination — from scenic golf courses, futuristic and soaring skylines to its cultural […]
July Round-Up: All The Tech News You Need To Know
By Khushbu Raval (July 30, 2022)
Here is our monthly round-up of carefully selected news stories so you don’t miss out. From cloud and digital payment solutions to cybersecurity tools, from Meta’s digital payment tool to Google’s google earth, July has been a month of technological growth across industries, especially in the ecommerce and banking industries. We’ve been keeping track of […]
Explained: Knowledge Discovery In Database
By Kumar Gandharv (July 28, 2022)
TLDR: Marketing involves digging into large datasets, locating anomalies and finding patterns to make informed business decision-making. Hence, it’s vital to understand how Knowledge Discovery in Database (KDD) can be an effective tool for marketers to make intelligent business decisions. Known as the happiest place on the Earth, Disney’s Animal Kingdom is the world’s largest […]
Can Intent Driven Chatbots Enhance Your Business?  
By Victor Dey (July 26, 2022)
Chatbots that don’t use an intent architecture tend to generate vague or irrelevant results, and can ignore the thematic expression of the problem Customer feedback and service can take an entire business up or down, based on the extent of satisfaction they provide to a customer. Naturally, marketing technology today is narrowing focus on these […]
Freshworks Adds FreshChat in Summer 22 Release
By Staff Writer (July 24, 2022)
It is an artificial intelligence-powered, bot-assisted conversational messaging application that joins Freshmarketer and Freshsales on the unified customer record architecture Freshworks announced the launch of Freshchat as part of its Summer 22 series. This is an artificial intelligence-powered, bot-assisted conversational messaging application that joins Freshmarketer and Freshsales on the unified customer record architecture. This collection […]
Cyara Launches Botium Update For Testing Chatbots
By Staff Writer (July 20, 2022)
Cyara, provider of the Automated Customer Experience (CX) Assurance Platform, unveiled chatbot testing features with the latest release of Cyara Botium. With Cyara Botium, companies can improve and continuously test the customer chatbot experience across all channels and platforms in all phases of chatbot development. Cyara Botium also addresses the rise in chatbot data breaches […]
Glia Launches ChannelLess SMS And Outbound Calling
By Staff Writer (July 01, 2022)
Glia, a provider of digital customer service tools, has extended the proactive outbound capabilities of its DCS platform with ChannelLess SMS and ChannelLess outbound calling. It enables service representatives to reach out to customers and add richer digital channels, such as chat, onscreen voice, or video, without breaking the connection. Glia’s ChannelLess architecture overcomes omnichannel […]
Martech Radar: Top Self-Service Tools 
By Aarti Chawla (June 24, 2022)
Providing self-service to customers empowers them to resolve problems for themselves. Customers don’t always want to get in touch with support. Many prefer to find the answer on their own and move on. To provide excellent customer service, self-service is an important component of your support as long as you back it up with human […]
Embrace The Shift Towards Nano Influencers
By Chandni U (June 14, 2022)
Ahead of her session in VMF South Africa, mobile marketing expert Hazel Chimhandamba talks about the current trends and the power of influencers. “Brands need to tread carefully because some influencers tend to be over-utilised. As a result, there is a significant trend shift towards the nano influencers versus the more popular socialites,” said Hazel […]
Data Science Is Helping Financial Services Find Hidden Opportunities
By Victor Dey (June 09, 2022)
Banks are trying to keep up with fintech companies that pursue a more product-oriented approach to implementing AI and selling AI-enabled offerings Turkey’s third-largest private bank, Yapı Kredi, recently automated its customer care, operations, and consumer credit departments utilising RPA. Previously, agents would need to manually gather information from different systems and sources to address […]
Brands Must Represent Their Authentic Self In The Metaverse
By Staff Writer (June 02, 2022)
Recently, Volkswagen South Africa stepped into the metaverse with an NFT treasure hunt, launching the campaign to promote its latest Polo model’s safety and intelligence features. “This is our first dabble in the metaverse, and the response to the campaign has been unprecedented. My advice to brands starting their journey with the metaverse would be […]
Brands Struggle to Keep Up During Ramadan
By Staff Writer (May 27, 2022)
Consumer behavioural shifts during Ramadan see social media service expectations surge. During the holy month of Ramadan, it’s not uncommon for businesses to extend their opening hours or run special offers. But how well are top brands accommodating to their consumers’ behavioural shifts on social media? DataEQ conducted a cross-industry social media trends study on […]
Human-Bot Hybrid Is The Future Of Customer Service
By Suparna Dutt DCunha (May 24, 2022)
Chatbots will not replace humans entirely and vice versa, but a mix of the two can enhance customer service Do you need a bellwether for a hybrid future? Look no further than your office, where on-site and remote work is the new normal. Do you need another indicator? Customer service. The human-AI collaboration is disruptive. […]
Martechvibe Celebrates Hybrid Solutions
By Staff Writer (May 22, 2022)
Why choose when you can have the best of both worlds? Hybrid work, events, business models, data storage and As-a-Service options have changed the marketer’s role Chatbots will not replace humans entirely and vice versa, but a mix of the two can enhance customer service. There are times when customers want to have a faceless […]
Replicant Launches Thinking Machine
By Staff Writer (May 18, 2022)
Replicant, a provider of contact centre automation, has launched Thinking Machine with expanded support across messaging and digital channels. It allows consumers to resolve their customer support issues over the phone, through chat, or SMS, and seamlessly switch between these channels if necessary. Replicant’s Thinking Machine leverages a shared intent library to resolve customer issues […]
Contact Centres Have Increased Adoption of AI, But Struggle to Capture ROI: Study
By Staff Writer (May 17, 2022)
LiveVox Holdings, a cloud-based provider of customer service and digital engagement tools, released the results of a study conducted by Forrester Consulting to identify the key use cases and challenges when deploying AI technology in the contact centre. The study, entitled “Contact Centres and AI: Sounds Like You Need Help Full Benefits” surveyed 315 IT […]
April Round-Up: All The Tech News You Need To Know
By Chandni U (April 30, 2022)
Elon Musk casts his shadow over industry announcements this month. However, other company news is not to be missed. April ends with $44 billion exchanging accounts. An Elon Musk-led Twitter promises quite a spectacle, and the world is curious to know more. Although the tech billionaire stole the show, the month was flooded with partnerships, […]
Freshworks Launches CRM For eCommerce
By Staff Writer (April 27, 2022)
Freshworks launched Freshworks CRM for eCommerce, creating a unified customer record across conversational marketing, sales, and customer support. The new Freshworks CRM solution empowers companies to engage buyers directly through modern messaging channels,including WhatsApp and text messaging.  It natively integrates with eCommerce platforms and packages marketing automation, multichannel campaigns (email, chat, WhatsApp, and SMS), and […]
Can Conversational AI Revolutionise Customer Service?
By Chandni U (April 27, 2022)
Organisations worldwide are still accelerating digital transformation initiatives, especially conversational AI in customer service. Over 91 per cent of customers get frustrated and abruptly end conversation due to poor customer service experience, and 47 per cent switch brands. Around 40 per cent of these customers share negative feedback about the brand, which results in lower […]
Metaverse Solutions Can Strengthen Travel Ecosystem
By Chandni U (April 26, 2022)
Destination marketing expert Waleed Al-Toukhi says  technology-driven strategies can  boost the travel and hospitality industry “Metaverse travel and tourism solutions can significantly improve booking procedures by giving essential information that other methods cannot communicate appropriately. It will increase the likelihood that a consumer will complete the booking rather than cancel it,” said Waleed Al-Toukhi, Executive […]
74% Believe Bots Will Succeed With Corporate Sustainability
By Staff Writer (April 21, 2022)
People around the world are demanding more progress on sustainability and social efforts and are looking to businesses to step up. A study by Oracle found that people are unhappy with the lack of progress society is making towards sustainability and social initiatives, and believe technology can help businesses succeed where people have failed. In […]
Escaping The Silos: Emerging Tech Might Help Improve Data Integration 
By Staff Writer (April 09, 2022)
A modern data integration strategy is critical to support the data and analytics requirements Data is too important to be kept in a silo, out on the edges of a business. It’s a recipe for business anarchy, leading to uncoordinated efforts, uninformed decisions, inconsistent messaging as operational workers are unable to access relevant data about […]
It’s All About Smart Workflows In The New Normal
By Suparna Dutt DCunha (April 08, 2022)
In the digital transformation journey, if organisations want to get further down the road, they will need intelligent workflow automation. Industry experts share insights. Let’s face it, if a business is not running on intelligent workflows, the ability to be flexible will be limited, as will be the ability to generate tangible benefits from real-time […]
Wiggle Out Customer Niggles
By Chandni U (March 23, 2022)
Customers are not happy with satisfactory results, they want a seamless and hassle-free experience – meaning there is no room for errors and niggles “Understanding your customer’s possible pain points at every touchpoint is CX 101,” said Nathalie Schooling, CEO of nlighten. Let’s take the pandemic, digitisation and the technological developments across industries into consideration: […]
Treasure Data, Sinch Partner For Personalised Omnichannnel Touchpoints
By Staff Writer (March 22, 2022)
Treasure Data, an enterprise customer data platform (CDP), announced a strategic partnership with Sinch, a cloud communications and mobile customer engagement platform, to provide more personalised and engaged conversations with customers across different channels. The partnership focuses on addressing the needs of businesses to more effectively engage their customers through mobile channels using real-time profiles. […]
Want To Know How Your Customer Feels In Real-Time? Use AI
By Khushbu Raval (March 16, 2022)
Using AI, you can segment your customers down to the level of a universe of one. With such a good target base, you can develop personalised content, deliver it in a targeted way, and help drive engagement. In the near future, organisations that excel in personalisation will outsell others. Personalisation in marketing has been around […]
February Round-Up: All The Tech News You Need To Know
By Chandni U (February 28, 2022)
Here is our monthly round up of carefully selected news stories you may have missed. From cloud and digital payment solutions to cybersecurity tools, February has been a month of technological growth across industries, especially in the eCommerce and banking sectors. We’ve been keeping track of the major news announcements that we believe will play […]
Adobe Adds Mobile Capabilities To Adobe Journey Optimiser
By Staff Writer (February 13, 2022)
Adobe has added mobile capabilities within Adobe Journey Optimiser, powered by Adobe Experience Platform, to help companies engage their customers wherever they are. These new mobile capabilities include the following: Message designer, to help companies design and deliver personalised email, push, in-app, and text messages all from a single drag-and-drop user interface. Templates for creating […]
Tech Mahindra Partners With Yellow.ai For CX Automation
By Staff Writer (February 09, 2022)
Tech Mahindra announced a partnership with Yellow.ai. The joint offering will support a diverse set of solutions across a variety of platforms, including, conversational chatbots and voicebots for live chat, email support, and ticket management. These features will support conversational campaigns and surveys, provide analytical insights, and enable customer experience automation and full-stack experience automation. […]
Saudi Delivery Startup BARQ Raises Funds For Product Development
By Staff Writer (February 08, 2022)
Saudi delivery startup BARQ has secured $4 million in a seed round. The money will be used to expand the firm’s geographic footprint in the Kingdom and diversify its product offerings. The round was led by early stage venture capitalists OTF Jasoor Ventures, and Hambro Perks Oryx Fund — a Middle East and North Africa-focused […]
Can Digital Humans Democratise Personalised Service?
By Yolande DMello (February 08, 2022)
Digital Humans are AI powered virtual beings that recreate natural human interaction at scale. Kia Mia meets customers as they walk into the Kia Motors showroom in Denmark, she interacts and engages with them. But she happens to be a digital human, an avataar that exists behind a lifesize screen, and has a camera that […]
How Codeless AI Can Aid Marketers
By Victor Dey (January 26, 2022)
With codeless AI, marketers can now run experiments, discover insights, and take actions at a previously impossible pace Before its widespread use, artificial intelligence (AI) was treated merely as an experiment that only data scientists or coders would engage with. Today, data is generated from social media posts to user interactions with an application, and […]
Knowing the Conscious Consumer
By Victor Dey (January 19, 2022)
Consumers want to buy from companies that help them change the world for the better. How can brands adhere to these higher ethical, moral and value-based codes of conduct? According to Futerra’s survey of over 1,000 consumers, 96 per cent of people feel their actions, such as donating, recycling, or buying ethically, can make a […]
Conversational AI Expected To Reach $18.4 Billion By 2026: Report
By Staff Writer (January 17, 2022)
Research firm MarketsandMarkets valued the worldwide market for conversational artificial intelligence at $6.8 billion in 2021 and expects it to reach $18.4 billion by 2026, growing at a compounded annual rate of 21.8 percent. Conversational AI, the report said, involves three basic technologies: machine learning and deep learning, natural language processing, and automated speech recognition. […]
Working Towards a Mission Driven CX
By Chandni U (January 07, 2022)
Industry experts share their opinion on the CX trends and challenges that will drive businesses in 2022 While customer experience (CX) has the prime focus of companies in 2021, has it impacted customer lifetime value? It’s time brands align CX to their core business values as customers want the best experience possible, not just attention […]
ON24 Integrates With Drift For Better Engagement Data
By Staff Writer (January 06, 2022)
ON24 rolled out an integration with the Drift platform, allowing joint customers to combine real-time Drift activity and conversational data with attendee and first-person engagement data from ON24 digital experiences. The integration allows companies to track engagement across marketing and sales activities.With activity and real-time conversational data using the Drift chatbot, marketers can capture even […]
Meet the Always-on Conversationalists
By Yash Raaj (January 06, 2022)
How conversational AI bots can help create contextual engagement Do you remember chatting with Clippy – Microsoft’s rudimentary bot? He is arguably one of the most famous virtual assistants, who would pop in the corner of the screen, ready to guide you through any Microsoft software. That was in 1997. Since then, chatbots have come […]
Chatbots To Grow By 25 Per Cent Through 2026: IMARC Group
By Staff Writer (January 03, 2022)
Research firm IMARC Group recently stated that the global chatbot market exhibited strong growth between 2015-2020, and it has projected it to grow at a compound annual rate of around 25 percent through 2026. Rapid digitisation and the increasing need for high-quality customer service across organisations are among the key factors driving growth, according to […]
22 Trends For 2022 
By Yolande DMello (January 03, 2022)
What’s next? Defining trends shaping the future of marketing. Rising pressure for rapid growth coupled with market changes has forced many marketing teams to accelerate their digital transformation. At the same time, budget reallocation means innovative campaigns don’t have comfortable timelines to prove their business effectiveness. Innovating on a deadline can be tricky. Moreover, the […]
Powered By AWS, Bavard Focuses on Partner Integrations, Scalability
By Staff Writer (December 30, 2021)
Bavard is helping businesses build their brand with conversational AI that supports, engages, and converts customers around the clock. Bavard, a conversational AI provider that offers businesses a better way to support and engage customers, has announced many enhancements to its platform, including now being powered by Amazon Web Services (AWS). Bavard made the decision […]
Careem’s Last Mile Delivery Experienced 150% Growth In Daily Deliveries in 2021 
By Staff Writer (December 28, 2021)
The economic recovery in the Mena region and Pakistan has bolstered the growth of Careem, a multi-service platform, with mobility of people transactions growing by 2.6x compared to December 2020. Mudassir Sheikha, CEO and co-Founder at Careem, said, “This year, we started simplifying the lives of people in more ways than just seamless transportation. Customers […]
Gupshup Adds WhatsApp-based Commerce Tool to Create Digital Storefronts
By Staff Writer (December 21, 2021)
Gupshup, the conversational messaging provider, announced the launch of a WhatsApp-based commerce solution that can enable any business to create a digital “storefront” on WhatsApp. Businesses can enable conversational journeys across every stage of the buying process: pre-purchase, purchase, and post-purchase. Based on WhatsApp’s recently launched commerce capability, Gupshup can help a business manage the […]
Spotselfie Launches Digital Land With Monetisation Capabilities
By Staff Writer (December 13, 2021)
Spotselfie, a new patented augmented reality-powered social network, recently announced the beta launch of Spotland, the ability for a user to own digital land at any real GPS location around the world. The first 500 users to acquire digital land will receive a 50 per cent revenue share of AR advertising placed on their digital […]
Twitter Tests A Tik-Tok Like Display for Explore
By Staff Writer (December 12, 2021)
Twitter recently launched a new test of a reformatted Explore tab, which displays tweets in a full-screen, vertical scrolling format. This is part of the company’s long-term plan to make personalised recommendations and find more interesting content on the site. The display is pretty much exactly TikTok, with a Twitter navigation bar at the bottom. […]
3 Customer Trends For Application Owners  
By David Noël (December 12, 2021)
In the past 18 months or so, our lives have been turned upside down. Whether it’s our social interactions, work or shopping habits, we’ve had to reevaluate and redesign our environments to fall in line with the new norms thrust upon us. The Gulf Cooperation Council (GCC) ensured that effective actions were taken quickly by […]
Offbeat Media Transforms Employee Experience With Virtual Clubhouse
By Staff Writer (December 11, 2021)
Offbeat Media Group, the media company that creates innovative content across social media, recently announced the launch of their ​​Virtual Clubhouse. It offers its fully remote team the unique opportunity of connecting virtually with limitless possibilities such as concerts and interactive, social happenings. Offbeat has designed a floating campus in the virtual world. Upon completion […]
Drift Expands Into EMEA, Debuts First Data Centre In The Region
By Staff Writer (December 09, 2021)
Drift, a B2B Conversational Commerce provider, recently announced its expansion into Europe, Middle East and Africa (EMEA), debuting the company’s first data centre in the region. Showcasing continued customer growth, Drift’s EMEA customers have seen a 47 per cent increase in annual recurring revenue (ARR) year-over-year, demonstrating the value of connecting with buyers on their […]
Are Chatbots Taking Over The Conversation?
By Sreya Paul (December 08, 2021)
According to a Drift survey, most customers prefer chatbots over online forms. They expect chatbots to reply instantly but prefer to have a chat with a human instead of a bot. A brief look at how brands are leveraging bots Brands are leveraging chatbots to further their relationship with consumers, anywhere, any time. Businesses have […]
Top 10 Martech Podcasts: Hit Play
By Chandni U (December 06, 2021)
Martechvibe looks at some martech podcasts that have been helping marketers keep up with the latest trends and technology The buzz created around podcast charts is no less than those around music charts. There are more than 48 million episodes in over 100 languages on the cloud today, making blogs look old school. The business […]
QliqSOFT Launches Chatbot Focussed on Healthcare Use Cases
By Staff Writer (December 02, 2021)
All chatbot encounters, which support more than 250 languages, can be documented in the patient’s electronic health record. QliqSOFT has launched the Chatbot Marketplace, a curated library of more than 20 chatbots powered by artificial intelligence (AI) to help overwhelmed healthcare organisations remotely engage with patients. The chatbots can augment routine front-office and call centre […]
NICE and Google Cloud Collaborate To Drive Smarter Digital Conversations
By Staff Writer (November 20, 2021)
Integrating NICE’s AI-powered CXone with Google Cloud’s CCAI applications makes human agents, voice bots, and chatbots effective. NICE announced it collaborates with Google Cloud to address the growing demand for more effective and automated customer self-service systems integrated with traditional contact centres. NICE is integrating its cloud-based, AI-powered CXone customer experience platform – used by […]
Brand Awareness Aside, Mobile Marketers Eye AI
By Staff Writer (November 19, 2021)
MENA marketing professionals are expecting growth in their mobile budgets. MMA conducted a survey with WARC to showcase the region’s mobile marketing strategies Increased focus on agility and effectiveness has been a key lesson for marketers in the last year, and brand awareness has turned out to be the most common objective when running mobile […]
Brands Commit to Increase Digital CX Investment: Report
By Staff Writer (November 17, 2021)
While making consumer choices, customer experience (CX) will take over price and product as a key brand differentiator. The Customer Experience Live Intelligence Report for 2022, launched on the sidelines of the Customer Experience Live Show Middle East, cites an increased investment in Digital CX. Providing key insights on the regional CX industry, the report states that 60 […]
AudioCodes Acquires Conversational AI Solution Provider Callverso
By Staff Writer (November 16, 2021)
AudioCodes, a vendor of advanced communications software, products and productivity solutions for the digital workplace, announced that it has acquired Callverso, a provider of conversational AI solutions and NLU technology for contact centres. Callverso’s virtual agent solution (VICA) is successfully deployed in major healthcare, utility and other service providers in Israel, where it automates the operation […]
Amazon Advertising Unveils Tools To Improve Brand-Customer Ties
By Staff Writer (October 30, 2021)
At Amazon Advertising’s recent annual UnBoxed event, the eCommerce giant announced new features and tools to help brands improve customer relationships. “No one knows how to tell a brand story and educate their customers about its products and services better than the brand itself,” said Alan Moss, vice president of global ad sales at Amazon […]
Companies to Watch
By Yolande DMello (October 22, 2021)
The priorities are clear for brands — deliver stellar customer experience without compromising on privacy. Marketing teams need to align with changing customer expectations and prioritise both objectives.  The predominantly digital landscape in which brands operate offer opportunities and challenges to deliver on both counts.  Martechvibe explores emerging technology companies that have tapped into the […]
Is Empathy The New Marketing Secret Sauce? 
By Sreya Paul (October 21, 2021)
According to a recent report from Edelman, only 34 per cent of consumers say they trust the brands they buy. So it would seem that years of exposure to traditional advertising have made consumers wise and wary of brand messaging. While the pandemic changed customer behaviours and the long lockdowns helped many re-prioritise life, it […]
Shaping Customer Behaviour For Normal 2.0
By Chandni U (October 14, 2021)
The digital habit that birthed during the pandemic must be sustained with contextual cues and hybrid offerings for the future of customer expectations. Consumer behaviours change fast. As the pandemic is nearing the end, consumers are slowly shifting from pure online to hybrid experiences, expecting the best of both worlds. With such expectations, marketers need […]
Evolv AI Releases Flows to Visualise CX at Each Touchpoint
By Staff Writer (October 01, 2021)
Evolv AI (evolv.ai), a customer experience (CX) optimisation and personalisation company,  announced Flows which visualises digital experiences. For clients using the Evolv AI Experience Platform to experiment and optimise their CX, Flows provides a new level of data insight into customer journeys enabling them to clearly visualise where friction is caused by a specific element […]
We Are At A Huge Market-Wide Communications Revolution
By Suparna Dutt DCunha (September 24, 2021)
Regardless of how organisations engage customers, the bar is being raised in the age of digital business transformation. Customers now expect organisations to flexibly respond to inquiries, no matter what medium is employed. In this interview, Mohammad Radaydeh, Country Manager META at Vonage, discusses how integrating channels helps deliver seamless conversations and why organisations that […]
NB Ventures invests in CRM solutions provider Yegertek
By Staff Writer (September 19, 2021)
Yegertek, a Dubai-based customer experience and loyalty tech solutions provider has received funding of an undisclosed amount from GCC and India focused Venture Capital firm NB Ventures, which is led by Dubai’s retail and technology investor, Neelesh Bhatnagar.  “With a constantly increasing portfolio of high profile clients driving our rise, the funding from NB Ventures […]
Emotions Make the Experience
By Staff Writer (September 16, 2021)
Zoho has been in the business of transforming the way people work since1996. When the pandemic prompted companies globally to shift into remote working scenarios, Zoho stood up to the opportunity of leveraging their solutions to help enterprise transition smoothly. Earlier in April, Zoho Corporation launched a new business division, Qntrl (pronounced ‘control’) to deliver […]
CRM Trends To Watch out for
By Aarti Chawla (September 13, 2021)
Delivering the best services or products isn’t enough to skyrocket your business. CRM (Customer Relationship Management) solutions have become a competitive and growing space. Since customer experience is what all brands have been talking about, CRM solutions and strategies and the importance of launching companies forward are immense. So, it won’t be a stretch to […]
Zendesk Acquires Cleverly.ai For Better Automation
By Staff Writer (August 29, 2021)
Zendesk recently announced that it has acquired Cleverly.ai, a Lisbon, Portugal-based platform that finds answers to customer’s questions by creating a knowledge layer on top of apps. Zendesk says it will integrate Cleverly’s technology across its existing products, enabling teams to automate more processes while keeping up with customer demand. With conversation volume increasing by more than 20 per […]
UAE Consumers Open to Use of AI Tools in Video Calls
By Staff Writer (August 25, 2021)
Uniphore released survey results revealing UAE consumer perspectives on the challenges and opportunities for video conversations. Since the start of the Covid-19 pandemic, the world has seen increased adoption of video calls in nearly every area of life. The survey identified a disconnect between the benefits of video conversations and the unintended challenges it creates. […]
When AI Leads Personalisation
By Chandni U (August 24, 2021)
Ardent football fan Amir eagerly opened the box to see his Nike shoes personalised through the Nike By You campaign. It might not sound like a big deal, but Amir had bought these shoes when the program was called the NikeID program, way back in 1999. While it was not a critical customer experience (CX) […]
LG Launches an Interactive Online Showroom
By Staff Writer (August 18, 2021)
LG Electronics (LG) Home Appliance & Air Solution Company has opened a new online showroom, LG HVAC Virtual Experience as consumers and business have looked to online recourses to help influence their purchase decision, since virtual experiences have become a trend. The interactive online showroom lets visitors get to know LG’s range of residential and commercial […]
Lead Generation Tools You Should Know About
By Khushbu Raval (August 17, 2021)
Cold outreach, live chat, social media and pop-up forms are just a few ways to generate marketing leads. Over 60 per cent of businesses say developing traffic and leads is one of their biggest marketing challenges. However, it’s important to remember that you can’t implement new lead generation apps if your funnel is leaky or […]
Mobile Marketing Trends To Watch 
By Khushbu Raval (August 16, 2021)
In 2021, the number of mobile devices operating worldwide stands at almost 15 billion, the numbers will increase, and it is expected to reach 18.22 billion by 2025. Statista predicted that, on average, consumers spend 3 hours and 15 minutes per day on their mobile devices. This provides businesses with an opportunity to take advantage […]
Emplifi Report Reveals Heavy Reliance on Social Media Marketing
By Staff Writer (August 13, 2021)
The business industry was much different two years ago than it is today with altered customer behaviour, demands, and the advancements of technology. While it was the pandemic that changed the way marketers reach their audience with advertising, the shift is permanent. Emplifi’s recent State of Social Media and CX report reveals an increasingly heavy […]
LivePerson Survey Reveals Customer Demands for Conversation AI
By Staff Writer (August 03, 2021)
LivePerson conducted a survey to understand how holiday shopping is going to be different this year due to the evolved customer demands and behaviour. The survey revealed that customers would spend their money on retailers who include digital and in-store experiences with virtual assistants and chatbots.  Seventy-five per cent of consumers claim that they will […]
QNTC Implement The First Incorruptible Solution For The Largest Mall Sweepstakes In The World
By Staff Writer (July 29, 2021)
The Qatar National Tourism Council (QNTC) partners with HeraSoft and VIAFONE to implement the first incorruptible solution for the largest mall sweepstakes in the world. The sweepstakes chat application, sponsored by QNTC, successfully launched its pilot at the Doha City Raffle, which live streamed on YouTube on April 9th. As part of the Shop Qatar […]
Data that Drives Dynamic Insurance Plans
By Yolande DMello (July 28, 2021)
The Pay As You Live model offers users personalised insurance premiums and empowers insurers with multiple touchpoints to connect with their customer base. What if your health insurance policy knew about your lifestyle choices or your motor policy was informed by your driving behaviours? Safe driving methods translate to lower premiums, while harsh driving is […]
Checking In: A New Chapter In Hospitality 
By Yolande DMello (July 18, 2021)
How will hospitality marketing be reimagined in the Post-COVID era? In 2019, Alibaba Group, the Chinese eCommerce conglomerate opened its FlyZoo Hotel, a 290-room ultra-modern boutique run almost entirely by robots that serve food, fetch toiletries and take care of other tasks to serve guests. When the pandemic hit, the hospitality felt the full force […]
The Brick and Click Blend for Retailers
By Chandni U (July 14, 2021)
Despite the rapid migration to eCommerce, companies realise that customers still wish to go to in-store locations that include elements of online shopping. Abdel loves shoes and shopping. The only hiccup that dampens his spirits is the long wait for the store employees to find his size. But now, he can reserve his shoes online, […]
Futurism Dimensions to Reimagine the Future of eCommerce
By Staff Writer (June 30, 2021)
Futurism is set to present its next-gen eCommerce platform at the eCom World. As a trusted digital transformation (DX) partner for 1000-plus fortune companies, Futurism aims to reinvent the entire eCommerce landscape with its flagship eCommerce platform, Dimensions. “We are excited to be a part of the world’s largest eCommerce event. As a digital transformation […]
Conversational Commerce Is The Next Business Imperative
By Soumyadeep Roy (June 30, 2021)
To provide a more personalised experience, businesses are using AI algorithms to start a dialogue with the customers Digital transformation in commerce has existed for long, but it witnessed an accelerated growth during the pandemic.  As millions of people were confined to their homes, the footfall in brick and mortar stores ceased, and people turned […]
The Evolving Customer Experience
By Suparna Dutt DCunha (June 28, 2021)
From basic experiences like in-store interactions and fair pricing to a world of predictive intelligence, customer experience has come a long way We may have a new normal, but one universal element that ties all businesses together across sectors is offering a better customer experience (CX). As it has always been, customers appreciate great products […]
Pandora Transforms Global Omnichannel e-Commerce System with IBM Sterling Supply Chain Software
By Staff Writer (June 22, 2021)
IBM has worked with Pandora a leading designer, manufacturer and marketer of hand-finished jewellery, to help Pandora transform and scale its global omnichannel e-commerce capabilities with IBM Sterling Order Management. Pandora, one of the world’s largest jewellery brands, was able to double its online sales in 2020 and is now leading the jewellery industry with […]
Can No-code Upskill the Non-Technical Marketer? 
By Yolande DMello (June 20, 2021)
Marketers who take advantage of no-code and low-code platforms now will have an edge over others. Those who ignore the shift may soon be relics.  Marketing teams and the way they function have gone through some serious evolution in the last decade. Marketing and sales tasks increasingly blur into each other since the funnel is […]
Language I/O Introduces Multilingual Chatbot for Salesforce
By Staff Writer (June 18, 2021)
Language I/O, released its multilingual chatbot for Salesforce. Live chat is expected to grow by 87 per cent over the next 12-18 months and real-time conversations help increase the customer retention rate by 50 per cent. What’s more, analysts have predicted that by this year, 85 per cent of customer service interactions will be automated […]
45% Rise in Conversational Commerce: Simplr Study
By Staff Writer (June 18, 2021)
Consumer repurchase intent when human agents were involved reached 88 per cent, repurchase intent based on chat experiences with no human help was just 11 per cent. Simplr, a human-first, machine-enabled customer experience platform, completed a study of 1,493 consumer brands in May to track trends in conversational commerce and the consumer buying experience. The […]
Commbox Launches Autonomous Self-Service Bots via WhatsApp Business API
By Staff Writer (June 15, 2021)
Commbox announced perhaps its most innovative features to date, a cutting-edge WhatsApp Bot-Squad, launched as part of insurance enterprise Clal’s rapidly-growing digital customer service. The wide variety of WhatsApp bots will automate all of the company’s self-service client interactions via the most-used messaging app in the world. With more than 60  per cent of customers […]
Is South Africa MarTech Ready?
By Suparna Dutt DCunha (June 14, 2021)
Did you know that there are 38.19 million active internet users in South Africa? The population of South Africa is 58.9 million. So, that’s more than half the population.  Challenging, diverse and variable, the South African market is a space where innovation thrives. As in the rest of the world, the ongoing pandemic has changed […]
AI-Based Platform Uneeq Shows Robust Growth With New Integrations
By Staff Writer (June 04, 2021)
UneeQ, a US and New Zealand-based digital human company announced newer integrations of Amazon Lex natural language processing and Amazon Polly synthetic voices into UneeQ Creator, a freemium intelligent digital human sandbox that enables the best creative minds to design, develop, and deploy a digital human in a matter of minutes.  Launched in July of […]
Is Automation Killing the Contact Centre?
By Yolande DMello (May 27, 2021)
It’s not about a takeover by robots. If anything, robotic process automation or RPA helps the contact centre agent focus on more meaningful tasks by taking on repetitive chores.  Marketers have long known the importance of customer support in sealing loyalty or pushing the customer towards the nearest competitor. It may not be the sexiest […]
SAS AI-powered Chatbot Boosts Fraud Victim Support
By Staff Writer (May 20, 2021)
SAS, the global analytics leader, has partnered with the Identity Theft Resource Center (ITRC) to develop a customised virtual assistant to help fraud victims. The virtual assistant is built with SAS® Viya®. “With advances in conversational AI, chatbots and digital assistants have become mainstream and are being applied across many industries like financial services, retail […]
How AI Is Revolutionising B2B Pricing
By Aarti Chawla (May 20, 2021)
Businesses are incorporating machine learning solutions for dynamic pricing, intelligent negotiation, and profit simulation. Although machine learning (ML) adoption started in the consumer space nearly a decade ago, the B2B sector has been relatively slow in adopting ML algorithms for pricing. But the scenario is changing fast. A recent Global CEO Survey found 85 per […]
Company Closeup: Genesys - Putting Customer Experience on Top
By Soumyadeep Roy (May 16, 2021)
Marketers always stress the importance of having omnichannel marketing to view the business from the customer’s perspective. Great customer experience is an upshot of an effective and well-designed omnichannel ecosystem. To achieve it, companies must understand customer journeys across devices and channels.  To support a marketer in their functioning, to help increase retention and boost […]
Banking On Voice Assistants
By Chandni U (May 10, 2021)
Leaving chatbots behind, Intelligent Voice Assistants are increasingly taking over the banking industry Our world will be populated with eight billion Intelligent Voice Assistants (IVAs) by 2023. With smart TVs, smart speakers and other wearables becoming popular, various industry sectors are leveraging IVAs to enhance customer experience. Among them is the Banking, Financial Services and […]
Marketing Reimagined 
By Suparna Dutt DCunha (April 28, 2021)
Hyper personalised marketing campaigns and customer interactions need to be AI-powered and automated from planning, creative messaging to media targeting the retail experience. The world of Artificial intelligence (AI) acts as a force multiplier with marketers using AI for more personalised digital experiences, meeting customers’ brand expectations and communicating with them. Not just that, even […]
Is Social Commerce The Future of Shopping?
By Soumyadeep Roy (April 20, 2021)
You’re browsing Instagram, scrolling through the various posts, all of a sudden, you see an advertisement of your favourite t-shirt on sale. Without wasting time, you hit the buy here option on the Instagram advertisement, and your purchase is made – without visiting the merchant’s site or the bank’s site. Once the purchase is made, […]
eGain Multiplies Shopper Engagement For Hyper-Growth Retailer
By Staff Writer (April 03, 2021)
eGain, the cloud platform for customer engagement automation, announced that a fast-growing online retailer generally leverages eGain for digital customer engagement automation. The multi-brand retailer was struggling to meet the soaring demand for customer service, fueled by rapid growth. True to its online business model, the company wanted to offer only digital customer service and […]
Genesys Set to Acquire LogMeln’s Digital Engagement Suite
By Staff Writer (March 18, 2021)
Genesys recently announced its intent to acquire the Bold360 digital engagement suite from LogMeIn, to become part of the recently formed Digital business unit headed by Barry O’Sullivan, EVP and GM. Cloud services provider LogMeIn acquired the digital engagement technology from Bold Software in 2012 for $16.5 million. It subsequently enhanced the solution, combining it with technology from […]
Covid-19: Facebook’s Mega Initiative To Get Over 50 Million People Vaccinated Globally
By Staff Writer (March 15, 2021)
Mark Zuckerberg, Facebook founder and CEO, announced that Facebook, Inc. plans to help people get vaccinated against the COVID-19 virus. ‘We’re launching a global campaign to help bring 50 million people a step closer to getting Covid-19 vaccines’.  ‘We’ve already connected over 2 billion people to authentic and verifiable Covid-19 information. Now that many countries […]
inConcert Commended by Frost & Sullivan for Enhancing Customer Service 
By Staff Writer (February 25, 2021)
Center-as-a-Service (CCaaS) market, Frost & Sullivan recognizes inConcert with the 2020 European Enabling Technology Leadership Award.  Its keen understanding of market dynamics, customer demands, and industry Mega Trends has helped the company design a remarkable product portfolio and position itself as an industry challenger.  Its inConcert Omnichannel Contact Center solution has steadily gained traction in […]
Marketing Technology Can Make or Break Your Company
By Chandni U (January 29, 2021)
Marketing automation and the expeditious rise of Martech tools can help in business growth, but certain marketing technology drawbacks can be catastrophic. While the dawn of the digital era made several martech tools a part of common marketing strategies in businesses, the continued evolution of technology has got brands to dive deep into the realm […]
Empathy in AI
By Prangya Pandab (January 27, 2021)
AI has changed the face of customer service by raising efficiency and customer satisfaction while lowering the overall associated expenses. Even though organisations have made great strides in gaining customer trust with AI interactions, they still struggle with customer satisfaction. Organisations worldwide have turned to AI, such as chatbots and digital assistants, to improve the […]
The Importance of Customer Experience In 2021
By Ben Aston (January 27, 2021)
How long does it take for a customer who contacts you through social media or your contact centre, or calls your company to be connected to a human agent?  If it takes more than 20 seconds, the customer experience (CX) you provide is worse than 80% of companies out there. Poor customer experience could result […]
Top Six Middle East Retail Brands Using AI to Enhance CX
By Staff Writer (January 20, 2021)
AI in the retail industry presents a host of features that tailors the customer experience throughout the journey. Let’s find out how some of the renowned Middle Eastern brands are using AI to enhance the customer experience in retail. AI-based solutions prospect cost-saving of a whopping USD 340 billion within current deployments. In the Middle East […]
How NLP Powers Conversational AI Through Intent Analysis
By Aarushi Singh (September 28, 2020)
Intent Analysis is all about guesstimating the intention behind the information. The intention can be anything from wanting to buy, sell, complain, or the intention to cancel the purchase Every intent behind an action or text has to be understood leading to many benefits for the company. Companies will be in a better position to […]
Top 10 Applications of AI in Marketing
By Aarushi Singh (August 23, 2020)
Artificial Intelligence (AI) has become an integral part of industries, helping position their products, collect consumer data and improve their future products. Marketers harness the power of AI in everyday life for executing successful campaigns. AI is an area where computer languages and algorithms are used to create intelligent machines that can work and behave […]
Sprinklr Announces Integration with Google’s Business Messages
By Staff Writer (July 02, 2020)
Brands can transform customer care by routing phone calls to messaging conversations that agents can manage on Sprinklr’s unified platform, Leading companies like SLING TV are already taking advantage of this integration to decrease costs and make customers happier Sprinklr, the leading Customer Experience Management platform (CXM), today announced its integration with Google’s Business Messages, […]
Connected Devices Will Drive Connected Customer Experiences
By Neeraj Pratap Sangani (January 20, 2020)
Is the future of customer experience already here? Imagine augmented reality bringing Dubai Mall into your homes. Chatbots are intuitively conversational. 3D Printing is delivering customised and locally made goods. Mobile & wearable devices are becoming embeddable. Biometric and embedded payment systems will become mainstream. From mobile phones to smart home assistants, consumers have embraced […]
Genesys Survey Reveals Customer Support Experiences Bring Consumers to Tears
By Staff Writer (December 05, 2019)
Genesys survey highlights cultural differences as the U.S., China and India show the highest rate of frustration while seeking help. More than half (52%) of U.S. respondents in a recent survey revealed that they become so frustrated when soliciting customer support that they swear or even cry. This figure is similar to U.K. survey results (50%) […]
Accenture Interactive Research Says Put Customer Experience First
By Staff Writer (November 13, 2019)
A global study released by Accenture Interactive at the annual B2B Online conference highlights the urgency for B2B leaders to combine a human-centred approach to sales with investments in digital tools to improve the service experience for customers and achieve lasting growth. The study titled Service is the New Sales, surveyed 748 B2B buyers and 1,499 B2B sellers […]
How Chatbots Can Enhance Customer Experience Using NLP
By Aarushi Singh (November 04, 2019)
Chatbots have sparked a debate about their effectiveness and appeal to customers. A lot of it depends on how customers feel about talking to a bot during customer service requests. That’s where NLP comes in. NLP, or Natural Language Processing, as per Gartner, is a technology that “involves the ability to turn text or audio […]
Get Your Data Machine Learning Ready
By Aarushi Singh (October 07, 2019)
Machine Learning (ML) combined with artificial intelligence (AI) is enriched customer experience with the ability to process huge volumes of data. Thanks to ML, companies are now in a better position to understand customers, based on the purchase data, process and previous history of transactions, behavioural patterns, and movements. Customer services via chatbots and virtual […]
Oracle Unveils AI-Voice for the Enterprise
By Staff Writer (September 23, 2019)
Oracle introduces natural voice conversations to Digital Assistant and enhances deep learning semantic parser to handle complex linguistic constructs. Oracle announced the availability of its AI-trained voice with Oracle Digital Assistant. Now, enterprise customers can use voice commands to communicate with their enterprise applications to drive desired actions and outcomes, enriching the user experience with […]
Marketing Automation Becomes Necessary to Achieve an Omni-channel Experience
By Staff Writer (September 05, 2019)
Marketing automation solutions market to reach $6.36 billion by 2025, finds Frost & Sullivan. Marketers are adopting marketing automation solutions (MAS) to make sense of unlimited amounts of customer data, turning it into actionable, intelligent leads for sales enablement. Small- and medium-sized businesses are expected to contribute more significantly to growth than large enterprises as the […]
Live Chat, In-Store Pickup, and Ship to Store Boost Retail Customer Experience
By Staff Writer (August 25, 2019)
A new retail report based on a survey conducted by CFI Group and Radial shows that today’s shoppers expect easy and immediate chat assistance online and flexible delivery options that fit into their busy schedules. Live online chat during an online purchase has become ubiquitous. In fact, 25% of online retail customers reported they had used chat at least three separate […]
Drift Study: Millennials Want Chatbots to Answer Questions
By Staff Writer (July 16, 2019)
Drift, a leading conversational marketing platform, and SurveyMonkey, a leading global survey software company, announced the release of the 2019 State of Conversational Marketing Report. Based on a survey of 1,000+ US consumers, the 2019 State of Conversational Marketing is a follow-up to the 2018 State of Chatbots report and highlights key conversational marketing trends and […]
Consumers Want Brands to Understand Their Emotions: Invoca Study
By Staff Writer (June 27, 2019)
Invoca Study found that fewer than 25 per cent of consumers think chatbots and voice devices offer the emotional support and personalised experiences they need during stressful purchases.  AI is becoming the norm for brands to quickly and efficiently engage with customers. In fact, 80 per cent of businesses already use or plan to use chatbots by 2020. […]
How is Conversational AI Powering Marketing and Sales
By Aarushi Singh (May 27, 2019)
Artificial Intelligence has brought revolutionary changes in the marketing and technology space. With integrated software in the form of chatbots and extensive marketing tools based on conversational AI, businesses are augmenting their sales efforts and improving lead generation. With Artificial Intelligence (AI) bridging the gap between potential customers and business enterprises, conversational AI has taken […]

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