Author: CXM Editorial

Salesforce Acquires Slack for $27.7 Billion

Cloud computing giant Salesforce is acquiring workplace chat app Slack, the two companies announced on Tuesday. Salesforce is paying $27.7 billion for Slack, according to the press release. “Under the terms of the agreement, Slack shareholders will receive $26.79 in cash and...

TTEC’s AI Voted Disruptive Technology of the Year 2020

TTEC, a leading global Customer Experience as a Service (CXaaS) partner for many of the world’s most iconic and disruptive brands, has had its RealPlay™ AI-powered training technology named Disruptive Technology of the Year 2020 by Customer Contact Week. TTEC’s revolutionary...

AIB Expands CX Programme with Medallia

Medallia, Inc., the global leader in experience management, announced that AIB, one of the largest commercial banks in Ireland, is expanding its customer experience programme with Medallia. AIB is boosting its customer experience measurement programme by leveraging Medallia’s digital measurement solution...

UK Retailers Lead the Way in Omnichannel Marketing, Have Yet to Utilise the Full Potential

New data collected from an omnichannel marketing automation platform, dotdigital, reveals the UK leads the way in omnichannel marketing, as 31 percent is scored by UK retailers against key success market, compared to the global benchmark of just 18 percent. Despite...

ContactEngine Listed as a Sample Vendor in Gartner Hype Cycle for Customer Service and Support Technologies 2020

ContactEngine, a leading provider of proactive conversational AI and a UKCXA Winner, has announced that it has been identified as a Sample Vendor in the Gartner Hype Cycle for Customer Service and Support Technologies, 2020 report. ContactEngine was recognised in the...

Medallia Launches Service Experience Quickstart for ServiceNow

Medallia, the global leader in experience management, today announced Service Experience Quickstart for ServiceNow Customer Service Management (CSM) enabling companies to capture customer service experience feedback in real time and take intelligent action to optimise those experiences in-the-moment in ServiceNow CSM. The pre-configured...

Shoppers Unlikely to Swarm Stores This Black Friday amid COVID Fears

New data from analytics company Contentsquare reveals that the startling 91 percent of UK shoppers are highly unlikely to visit physical stories on the upcoming Black Friday. The research, which surveyed over 1,000 UK shoppers found that over a third of...

TTEC Announces New EMEA CX Service for Volkswagen Group UK

New centre is set to transform customer experience and drive improved loyalty, retention and advocacy TTEC, a worldwide leading digital customer experience (CX) technology and services company has today announced its new CX service centre for Volkswagen Group UK, which includes...

Aim For the Stars: Take a Peek at CX Excellence

“An excellent and well-constructed entry that showed that the business truly understands the benefits of putting the customer first.” “A strong submission with supporting evidence of how the culture has joined up two parts of the business around the customer.” “Fabulous presentation...

The Future Is In The Cloud: An Interview with Jeremy Payne

Group VP of Marketing & Alliances at Enghouse Interactive Jeremy Payne took the time to discuss with Customer Experience Magazine why organisations should consider moving their contact centre to the cloud and what the common misconceptions are that people often have...