Pimcore Data Hub

Pimcore Data Hub brings product and web content together to address a key CX challenge

Pimcore has launched a tool designed to solve what its co-CEO suggests is an overlooked challenge in the quest to improve customer experience: bringing product details, digital assets and other information into a common format for use in e-commerce and other areas. The company, which is originally from Austria but has U.S. offices in Houston, […]

Verint Foresee VOC

Verint CMO offers vision for the ‘voice of the customer’ market following Foresee acquisition

The acquisition of Foresee will allow Verint to extend its capabilities in offering voice of the customer (VOC) technology from its traditional foothold in areas like contact centres to a wide range of digital channels, according to its CMO. Melville, NY-based Verint announced its decision to acquire Foresee, based in Ann Arbor, Mich, on Monday. […]

Jeff Kratz AWS

An AWS exec uses a press release that took eight months to write as an example of customer obsession

Before you assume the world’s most disruptive and innovative companies move with lightning speed, ask Jeffrey Kratz about the press release that took nearly eight months to complete. The general manager of Latin America, Canada and Caribbean Regions for Amazon Web Services (AWS) was speaking at the Toronto Global Forum on Monday about how the […]

HubSpot Sam Hirbod

HubSpot’s inbound agency strategist points out some of the biggest (and most common) CX failures

A friend of Sam Hirbod, the principal inbound agency strategist at HubSpot, was waiting on hold with his online bank — for 20 minutes. This is a long time to leave anyone in limbo, especially in 2018, and in the course of that time, Hirbod friend’s started conducting searches on Google for a banks with […]

Forrester CX certification

Forrester CX certification takes businesses on a six-week customer experience deep dive

Forrester is building on its research into the ways organizations can improve the kind of  customer experience they offer by launching a CX certification course that aims to close skills gaps, develop ROI models and more over a six-week period. Based in Cambridge, Mass., Forrester’s analyst team covers a wide variety of subjects that include […]

TreamSupport IBM Watson

TeamSupport brings an emotional layer to customer service engagement with AI-based sentiment analysis

B2B companies that offer customer service primarily through e-mail and chat can get a better sense of their emotional state through a sentiment analysis feature TeamSupport is introducing to enterprise versions of its software. Dallas-based TeamSupport said the sentiment analysis functionality will be based on the natural language processing (NLP) technology used by IBM’s Watson […]

May 2018: The Love Issue

The conference halls at Marketing Nation Summit in San Francisco recently might have been packed with people, but the products Marketo announced there are intended to create a similar sense of togetherness in the enterprise on a more regular basis. This includes the launch of Marketo Sales Engage, which will let sales and marketing teams create […]

Ambition Data Customer Centricity Conference 2018

Ambition Data puts Customer Centricity Conference attendees into simulation that tests what they learn about CLV

Ambition Data is raising the stakes for CMOs and other senior marketers attending its Customer Centricity Conference late next month by putting them into groups to compete in an online simulation to test what they will have learned about customer lifetime value. Running May 17-18 in San Francisco, Ambition Data recently announced a speaker lineup […]

business transformation

How to chart a course for business transformation that incorporates DX, blockchain and any future innovations

In 1998, the marketing department at IBM spent a reported $40 million on an advertising campaign aimed at convincing businesses to do something that seems obvious today: offer e-commerce alongside traditional ways of buying and selling. Though they didn’t use the term “business transformation,” all those e-business commercials may have marked the beginning of the […]

customer service

4 Tech trends that could improve customer service in 2018

Understanding the customer service industry and its unique relationship with technology can be a challenge. This difficulty primarily stems from the fact that both employees and customers interact directly with customer service technology every single day. It’s not simple server management technologies handled by a small, sophisticated networking team. Making sure all customer service solutions make sense […]

pwc

How PwC fosters creative problem-solving in its growing number of Digital Experience Centres

PwC will be spending the next several months continuing to open a series of Digital Experience Centres in the U.S. and the U.K. that bring together interdisciplinary groups of experts to solve corporate challenges using virtual reality, the Internet of Things and more. The consulting firm officially opened its Toronto Digital Experience Centre on Tuesday, […]

MarTech MPB2B

Top 20 Things Heard at MarTech and MPB2B

At every conference we hear statements that stay with us for a long time; some statistics, some insightful, some inspiring, and some just downright funny (especially when taken out of context). I thought I’d share some of these heard at MarTech and MarketingProfs B2B Forum (MPB2B) last week:   “In many use cases talking to […]

common customer ID

Microsoft’s CMO Seeks Common Customer ID For All MarTech Systems

Microsoft’s CMO wants to develop a common customer identification system that would allow B2B marketers to log on to software applications from almost any vendor and ease the process of analyzing the work they do. During the closing keynote of Uberflip’s The Content Experience in Toronto on Wednesday, Grad Conn showed a screenshot of all […]

machine learning algorithms

Forrester VP: Enterprises won’t win with AI, unless . . .

Companies need to start looking beyond packaged software from vendors and redesign their own applications to incorporate machine learning algorithms if they want to make artificial intelligence a viable business tool, a Forrester analyst warned the Enterprise World conference this week. Speaking in a breakout session at the annual OpenText customer and partner event, Forrester […]

data-driven digital transformation

Clarity Without Complexity: Data-Driven Digital Transformation

DXAgents presented a panel on Clarity Without Complexity: Data-Driven Digital Transformation at BigData Toronto this week. Namir Anani, President and CEO, Information and Communications Technology Council, moderated an interactive dialog on data-driven digital transformation and its impact on value creation in today’s digital world.  Irene Zaguskin, CIO,  Enercare, Alexey Rykhva, CIO, Procter & Gamble Canada, Boris Bogatirev, Manager Consulting, Analytics […]