ACCOUNT BASED DATA

NICE Introduces Groundbreaking Innovations in Digital CX and AI in CXone Summer 2022 Release

NICE | July 11, 2022 | Read time : 04 min

NICE Introduces Groundbreaking Innovations
NICE (Nasdaq: NICE) today announced the Summer 2022 release of CXone, which adds new capabilities that enhance journey orchestration and complete performance, two vital components of a complete CXi offering. The new capabilities enrich digital experiences, simplify integration with customer environments and grow openness with mobile SDKs and integration options. With its new release, CXone is improving complete performance by putting digital and AI at the helm, continuing its commitment to ubiquitous conversational self-service with faster, better, and smarter bots.

CXone is now the only digital CX cloud platform offering intent-based intelligent virtual agents (IVA). With CXone’s SmartAssist fuelled with Enlighten XO conversational data, CXone IVAs can train themselves in days promoting a data-driven, empirical approach to self-service and accelerating self-service implementations while increasing containment, and creating a frictionless digital customer experience.

Innovations in journey orchestration are introduced in the new AI-driven supervisor workspace ensuring supervisors have an end-to-end view, allowing supervisors to understand and manage omnichannel engagements across the experience center with real-time data across digital channels for a fully orchestrated journey management.

Paul Jarman, CEO, NICE CXone, said, “Friction is the underlying challenge businesses have in delivering exceptional CX today as consumer expectations for fast, convenient digital and self-service options continue to increase."

Paul Jarman, CEO, NICE CXone, said, “Friction is the underlying challenge businesses have in delivering exceptional CX today as consumer expectations for fast, convenient digital and self-service options continue to increase. What we are delivering is the ability to remove friction from both a customer perspective and an operational perspective, resulting in transformational change to form stronger connections with customers while operating in a more agile model that empowers agents and other contact center resources to reach their full potential.”

For more information about the summer release innovation, click here.

About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com

Spotlight

Watch the video below on “Want More Leads? Effective Demand Generation Tactics You Must Know”


Other News
ACCOUNT BASED DATA

79% of CX Leaders Plan to Increase Investment in Contact Center AI and Automation

Talkdesk | July 12, 2022

Talkdesk®, Inc., a global cloud contact center leader for customer-obsessed companies, today released its newest Talkdesk Research™ report, The Future of AI 2022: Progressing AI Maturity in the Contact Center. The findings indicate that despite consensus (85%) around the value of artificial intelligence (AI), companies are hedging their approach by continuing to invest, but curbing deeper deployments in the near-term due to challenges around organizational alignment, security, and gaps in talent. As customer service expectations grow across every type of industry – from retail and consumer goods, to financial services and insurance, even healthcare – fast-moving organizations are gaining a competitive edge by using AI and automation to deliver better service and boost productivity. To reap the benefits and avoid being left behind, 79% of customer experience (CX) professionals say their company plans to increase investments in the year ahead. Fifty-two percent acknowledge that without AI and automation, customer satisfaction will decrease; 48% expect a decline in contact center team productivity. Yet, the use of AI and automation in contact centers has scaled back; for example, their use in self-service declined from 69% in 2021 to 60% today. Implementing new technology always represents an uncharted territory for companies and AI is no different. The former rush to embrace AI initiatives appears to have met with the reality of the challenges companies are facing, primarily around these key areas: Misalignment on AI business goals CX professionals report less confidence in their own understanding of AI. The percentage of those saying they feel moderately to extremely familiar with AI in the contact center dipped from 93% a year ago to 87%. Similarly, the number of respondents characterizing their organization’s application of AI technology as more advanced fell to 35%. Resistance to change within their organizations and lack of strategic vision were commonly cited hurdles. Security risks and IT challenges Eighty percent believe AI will improve identity and authentication security within the next two years. Nearly as many (75%) agree further that AI technology will allow customer data to be more secure than with a live agent. The belief that AI will improve security seems to contradict findings that security is a key barrier to AI deployment; however, half of the respondents attribute security concerns to the limitations of legacy contact center infrastructure. Lack of in-house AI expertise Another common obstacle to advanced AI implementation is the lack of AI professionals who can build, train, and maintain AI solutions. New technology, such as human-in-the-loop tools, can help democratize the use of AI in the contact center, making it easy for agents to train and maintain AI models without the need for specialized programming skills. According to the survey, 15% of companies are already taking advantage of these emerging tools. “As contact centers continue to evolve from cost to growth centers, falling short on AI maturity can negatively impact not only the most important contact center KPIs, such as customer satisfaction and productivity, but also broader business goals tied to revenue and lifetime customer value,” said Ben Rigby, Talkdesk senior vice president and global head of product and engineering, AI, automation, and workforce. “Working closely with a CX technology partner that has deep AI expertise can allow organizations to break through the barriers to deployment and achieve their AI ambitions.” Download the report, The Future of AI 2022: Progressing AI Maturity in the Contact Center, to view all the findings and get guidance on clearing common hurdles to implementation. Methodology The Talkdesk Research quantitative online survey was conducted in April 2022 across five global markets including the U.S., Canada, France, Germany, and the U.K. Surveys were complemented by 500 qualitative interviews with CX professionals employed by organizations with more than 100 full-time employees, spanning all major industries including healthcare, financial services and insurance, retail, and eCommerce. CX professionals include leadership and management for customer service, customer experience, CX operations, IT, and contact center agents. About Talkdesk Talkdesk® is a global cloud contact center leader for customer-obsessed companies. Our automation-first customer experience solutions optimize our customers’ most critical customer service processes. Our speed of innovation, vertical expertise, and global footprint reflect our commitment to ensuring that businesses can deliver better experiences across any industry and through any channel, resulting in higher customer satisfaction and accelerated business outcomes. Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.

Read More

ACCOUNT BASED DATA

Emplifi Wins 2022 MarTech Breakthrough Award

Emplifi, MarTech Breakthrough | August 18, 2022

Emplifi, the leading unified customer experience (CX) platform, today announced that has received the “Best Customer Experience Management Company” award in the fifth annual MarTech Breakthrough Awards program conducted by MarTech Breakthrough, a leading market intelligence organization that recognizes the top companies, technologies and products in the global marketing, sales and advertising technology industry today. Emplifi’s CX platform gives modern brands the tools they need to close the CX gap, across marketing, commerce, and care touch points. Whether customers engage through social media, websites, mobile apps, or other digital assets, Emplifi enables brands to connect the dots, by providing insights and recommendations around the customer journey. “We’re honored to receive the MarTech Breakthrough Award, and be recognized as the Best Customer Experience Management Company for 2022,” said Zarnaz Arlia, Chief Marketing Officer, Emplifi. “We’re honored to receive the MarTech Breakthrough Award, and be recognized as the Best Customer Experience Management Company for 2022,” said Zarnaz Arlia, Chief Marketing Officer, Emplifi. “Consumers expect more and more from the brands they choose to engage with, and that means the experiences they provide need to be best-in-class. At Emplifi we provide brands with the tools they need to be able to give their customers outstanding experiences wherever they engage with them, across the marketing, commerce and care touch points of the customer journey.” The mission of the MarTech Breakthrough Awards is to honor excellence and recognize the innovation, hard work and success in a range of marketing, sales and advertising technology related categories, including marketing automation, market research and customer experience, AdTech, SalesTech, marketing analytics, content and social marketing, mobile marketing and many more. This year’s program attracted more than 2,950 nominations from over 18 different countries throughout the world. “Understanding audiences is vital for building relationships and strengthening brands,” said James Johnson, Managing Director at MarTech Breakthrough. “In fast changing environments, understanding views and values is crucial for ensuring alignment between organizations and audiences. Emplifi’s emphasis on empathy allows organizations to develop deeper understandings of customer behavior at every touchpoint, leading to breakthrough customer experiences. We’re proud to announce Emplifi as winner of the “Best Customer Experience Management Company” for 2022.” About Emplifi Emplifi is the leading unified CX platform that brings marketing, commerce, and care together to help businesses close the customer experience gap. More than 7,800 brands, including Delta Air Lines, Ford Motor Company, and McDonald's, rely on Emplifi to provide their customers with outstanding experiences at every touchpoint. For more information, visit www.emplifi.io. About MarTech Breakthrough Part of Tech Breakthrough, a leading market intelligence and recognition platform for global technology innovation and leadership, the MarTech Breakthrough Awards program is devoted to honoring excellence in marketing, ad and sales technology companies, products and people. The MarTech Breakthrough Awards provide a platform for public recognition around the achievements of breakthrough marketing technology companies and products in categories including marketing automation, AdTech, SalesTech, marketing analytics, CRM, content and social marketing, website, SEM, mobile marketing and more. For more information, visit MarTechBreakthrough.com.

Read More

ACCOUNT BASED ADVERTISING

Transmission launches Hubbub – the LinkedIn content and creative inspiration hub

transmissionagency | January 18, 2022

The start of a new year is always an exciting time for us at Transmission. And for 2022, we’re delighted to announce the launch of our LinkedIn content and creative inspiration hub – Hubbub! At Transmission, we’re proud to be experts in all things LinkedIn. And as an official LinkedIn Marketing Partner, we can confidently say that our breadth and depth of insight is hard to rival. It’s this knowledge of the LinkedIn platform that has led our clients to multiple successes, and to our own award wins for LinkedIn’s Innovator of the Year 2021, Best Lead Generation Campaign, and their In It Together Award. When we first started as an agency, we set out to bring our media, content, and creative expertise together to deliver truly integrated marketing experiences that push the needle. Experiences that stand out. And we’ve made sure that Hubbub stays true to that goal – allowing us to continue to drive the now and define the next in the world of LinkedIn content and creative. What is Hubbub? Picture a typical piece of B2B content or creative. Chances are you’re thinking of a staged photo with fake smiles, a stock image of a man with a briefcase, or some copy that works amazingly as a sleeping aid. Frankly, it doesn’t, and shouldn’t, have to be that way. At Transmission, we believe that B2B can be so much more than this stereotype. So, we’ve drawn on our experience as a LinkedIn Marketing Partner to craft resources that help you avoid the common pitfalls of B2B content – allowing you to elevate your LinkedIn content and creative at any stage of the marketing process. Plus, as we help LinkedIn create and test their latest and greatest marketing solutions, we've got more than a few handy tips and tricks to help you make the most of their platform’s offering. Simply put, Hubbub is your one-stop shop for LinkedIn inspiration. That’s great... but what’s in it for me? As a central resource for LinkedIn content and creative inspiration, Hubbub is split into three main sections: Brand & content strategy, Creative inspiration, and the LinkedIn publishing toolkit. In each section, you’ll be able to find playbooks, blogs, eBooks, and infographics to help Marketing and Sales audiences succeed on the platform. So whether you’re looking to link your brand to demand, differentiate yourself on LinkedIn, or simply find out campaign planning best practices, Hubbub has you covered! Sound good? Sure, but what comes next? You didn’t think we’d stop there, did you? We’ve got a metric (imperial for those of you in the US) load of content planned for Hubbub in the future! Expect more slickly designed tips, tricks, and tools to help you stand out on LinkedIn. And, as with all good things, we’ll be sharing some dedicated insights from our Transmission experts around the globe to bring a more nuanced, localized perspective to our content.

Read More

ACCOUNT BASED DATA

ActionIQ CX Hub Wins 2022 MarTech Breakthrough Award

ActionIQ | August 23, 2022

ActionIQ, the leader in customer experience (CX) solutions, today announced that it has been selected as a winner in the 2022 MarTech Breakthrough Awards program, taking home the "Best Predictive Analytics Solution" award for the AIQ CX Hub. "The annual MarTech Breakthrough Awards program performs the deepest evaluations of the global martech industry to recognize and highlight the "breakthrough" martech solutions and companies," said James Johnson, Managing Director, MarTech Breakthrough. "We received more than 2,950 nominations from all over the world this year, and the AIQ CX Hub was selected after a thorough review, scoring and analysis." ActionIQ helps enterprises pull together fragmented customer insights and putting impactful CX in motion with an extensible AIQ CX Hub powered by a CDP. "We are thrilled to receive yet another prestigious industry trophy with the 2022 MarTech Breakthrough Award in the Best Predictive Analytics Solution category," said Tasso Argyros, Co-Founder and CEO at ActionIQ. "We are thrilled to receive yet another prestigious industry trophy with the 2022 MarTech Breakthrough Award in the Best Predictive Analytics Solution category," said Tasso Argyros, Co-Founder and CEO at ActionIQ. "Brands need the ability to extract insights from customer data to put in motion personalized, impactful CX. The AIQ CX Hub is the only solution that can combine the full historical customer profile with real-time events – leveraging both known and anonymous customer and account data – and provide access and usability to non-technical users to orchestrate the next best experience or customer journey." The MarTech Breakthrough Awards recognize the top companies, technologies and products in the global Advertising, Sales & Marketing Technology industry around the world today. About ActionIQ AIQ brings order to CX chaos. Our Customer Experience Hub empowers everyone to be a CX champion by giving business teams the freedom to explore and action on customer data while helping technical teams extend and enhance existing technology investments to manage data governance, costs and performance. Enterprise brands such as Autodesk, M&T Bank, The New York Times, Neiman Marcus, Hertz and many more use our CX Hub to drive growth through extraordinary customer experiences. Learn more at actioniq.com.

Read More