Customer Experience (CX)

To transform customer engagement with intelligent Human to Everything (H2X) interactions across all customer experience (CX) platforms of digital-first businesses Tata Communications, a digital ecosystem enabler, launched DIGO, an in-network, cloud communications platform to power up customer engagement for digital-first businesses. The platform offers a full suite of device-agnostic communications tools to seamlessly integrate into […]

Considering human expertise and intentionality when making meaningful decisions, hybrid intelligence is changing the direction of the AI revolution.

Without focusing on customers, investing in skills, and consolidating inputs, organisations cannot grow and demonstrate CX success Organisations that demonstrate how customer satisfaction is associated with growth, margin and profitability are more likely to report customer experience (CX) success and are 29 per cent more likely to secure more CX budgets, according to a survey […]

Several SA businesses across industries work on innovative tech solutions for enhanced CX, higher ROI, and global expansion. Innovation will aid South Africa’s economic growth, said science and innovation minister Dr Blade Nzimande, who was recently on a week-long visit to Silicon Valley. According to the minister, over two-thirds of South African businesses are innovation-active. […]

Concentrix, a provider of customer experience (CX) services and technologies, will acquire ServiceSource, a customer journey experience company, in an all-cash transaction. “We are delighted to join forces with Concentrix and the opportunity it provides for us to execute on our strategy to drive client success by bringing the world’s greatest brands closer to their […]

Gupshup, a provider of conversational engagement solutions, has acquired AskSid, a conversational artificial intelligence provider to eCommerce and retail companies. AskSid’s AI solution, including the Retail AI brain, strengthens Gupshup’s customer experience (CX) offerings and will help make the entire shopping journey across pre-purchase, purchase, and post-purchase phases conversational. “Conversational commerce is about to transform […]

Uniphore, a provider of conversational automation, has added U-Assist In-Call to its flagship Conversational AI & Automation platform that provides intent, sentiment, emotion and tonal analysis to every contact centre conversation. U-Assist In-Call is an in-call automation solution that comes in two packages: Bolt and Max. U-Assist In-Call delivers next-best actions, leveraging the intent, sentiment […]

Laser-focused on high definition CX, SugarCRM is working on out-of-the-box solutions “Fifty-two per cent of sales leaders say their traditional CRM costs them revenue – that’s a frightening statistic. We believe firmly that it’s time to work smarter, not harder. It’s time for a change,” said Craig Charlton, CEO, SugarCRM. The last two years have […]

Martechvibe looks at some customer experience (CX) podcasts that have been helping leaders strengthen their brand-customer relationship Business growth and customer experience (CX) have become synonymous today, wouldn’t you agree? The year 2022 is all about value-driven CX, and companies are continuously eyeing new technologies that can boost their customer strategies and business decisions. Meanwhile, […]

Cyara, a provider of the Automated Customer Experience (CX) Assurance Platform, announced Toll-Free Fast Check for managing and testing toll-free numbers. Toll-Free Fast Check can be delivered as a concierge-style white-glove service without set-up, subscription, or training. It includes; Automated toll-free number testing and IVR prompt validation, Automatically generated reports detailing whether toll-free numbers are […]