The Wire (Page 63)

September 30, 2024 -- Bain & Company, Kantar and Qualtrics today release an update to their jointly-endorsed Global Standards for Customer Experience (CX) following a 10-week industry-wide consultation. The revised standards, now available at cx-standards.com, are the result of cross-industry outreach and collaboration from the three firms, and introduce a common language for excellence in CX with the aim of elevating the quality of CX practices across all sectors.

New enhancements help marketers move at the speed of social to increase productivity, delight customers, and deliver maximum business impact CHICAGO, Sept. 10, 2024 (GLOBE NEWSWIRE) -- Sprout Social, an industry-leading provider of cloud-based social media management software, today announced a series of updates and AI-powered innovations that further enhance Sprout’s intuitive platform and strengthen the company’s partnerships and integrations with Salesforce and major social media networks. Many of these updates will be featured in Breaking Ground, Sprout’s quarterly showcase of the company’s latest product innovations.

Acquisition brings world-class warehouse native analytics to the world's largest experimentation platform NEW YORK, Sept. 30, 2024 /PRNewswire/ -- Optimizely, the leading digital experience platform (DXP) provider and world's largest experimentation platform, announced today it has signed a definitive agreement to acquire the leading warehouse native analytics platform NetSpring. With this acquisition, Optimizely will be the first DXP to provide "warehouse native" analytics, enabling customers to tie experimentation and other digital experience activities to business metrics and outcomes that resides in customers' data warehouses.

Leader in Customer-facing AI Agent Deployments Prepares for Next Stage of Growth as Enterprise Confidence in Generative AI Increases and Buying Accelerates BOZEMAN, Mont., Sept. 30, 2024 /PRNewswire/ -- Quiq, the leader in customer-centric AI for CX, is bolstering its executive bench and CX expertise with the addition of two former Zendesk leaders: Mike Zinne and Cristina Bravo Olmo. Zinne will lead Client Services, Customer Support, Customer Success, Solution Consulting, and Professional Services, and Bravo Olmo will oversee all aspects of Marketing at Quiq.

SAN FRANCISCO--( BUSINESS WIRE)-- UserTesting, a SaaS leader in experience research and insights, today released findings from a global survey on consumer experiences with insurance and artificial intelligence (AI). Conducted by Talker Research, the study surveyed 4,000 adults across the U.S., U.K., and Australia to explore the pain points in insurance enrollment and how AI could potentially ease those challenges.

Launch of new platform accelerates use of generative AI in content creation CHICAGO, Sept. 26, 2024 (GLOBE NEWSWIRE) -- Mondelēz International (Nasdaq: MDLZ) today announced the launch of a new platform designed to improve its global marketing capabilities while optimizing consumer experiences through expanded use of artificial intelligence (AI) and generative AI (gen AI). Working in collaboration with Accenture (NYSE: ACN) and Publicis Groupe, the company’s new platform will enable faster, more efficient creation of personalized text, images and videos – helping the company’s brands stay a step ahead of rapidly changing consumer tastes and interests. “Harnessing the power of gen AI will empower our people to play a proactive role in how our brands show up in the market,” said Jon Halvorson, Senior Vice President, Global Consumer Experiences and Digital Commerce at Mondelēz. “This drives real value for the business through creating, personalizing and distributing on-trend creative not only at pace, but also safely, securely and with brand integrity.” Building on its long partnership with Mondelēz, Accenture established a strong digital core enabling the company to collect and process real-time data — using gen AI to create new, contextualized insights — that can be easily accessed, shared and used by decision makers across the company.

SAN FRANCISCO--( BUSINESS WIRE)-- UserTesting, a SaaS leader in experience research and insights, today announced the appointment of Baran Erkel as UserTesting’s Chief Strategy Officer. Erkel brings over two decades of experience in corporate strategy, mergers and acquisitions (M&A), and strategic partnerships, and will play a pivotal role in driving UserTesting's next phase of growth and innovation.

The North America Coca-Cola Bottling System uses Genesys Cloud to create smarter bot-driven experiences and saves $1 million by reducing technician site visits using video-enabled chat SAN FRANCISCO--( BUSINESS WIRE)-- Genesys ®, a global cloud leader in AI-powered experience orchestration, announced today that Coca-Cola Bottlers’ Sales and Services (CCBSS) is enhancing its customer experience with the Genesys Cloud™ platform to advance business interactions. With this strategic move, CCBSS aims to elevate its associates’ experiences with Genesys Cloud Workforce Engagement Management (WEM) and maximize business outcomes using augmented reality during video chats to resolve technical support remotely.

SAN FRANCISCO, Sept. 26, 2024 /PRNewswire/ -- Gladly, a leader in customer service innovation, has announced its groundbreaking unified Customer Service Platform, powered by advanced AI. The platform is set to disrupt the industry by replacing outdated ticket-based systems, enabling retailers and direct-to-consumer brands to offer seamless, personalized support that resolves support issues and drives customer loyalty and revenue.

Series D Positions UJET to Lead Generative AI for CX Across Enterprises SAN FRANCISCO -- September 24, 2024 --( BUSINESS WIRE)-- UJET, Inc., a leading provider of AI-powered cloud contact center solutions, today announced it has closed its latest round of funding led by Sapphire Ventures, with participation from new investors KeyCorp and IonPacific, and existing investors GV, Kleiner Perkins, Citi Ventures, DCM, and Ericsson Ventures. UJET’s latest funding round brings the total in Series D funding to $76M, and will accelerate UJET's development of generative AI technologies, enabling businesses to significantly enhance customer experiences (CX). "Generative AI has moved beyond an experiment or a chatbot replacement exercise to become the catalyst for leapfrog improvements in CX," said Anand Janefalkar, Founding CEO of UJET. "Human-sounding conversations alone are no longer sufficient, as people now regularly communicate via chat or voice conversations overlaid with rich media.