CX

Qualtrics Customers Achieve a 100% ROI with an Average Payback of 1.5 Years According to Nucleus Research ROI Guidebook

Retrieved on: 
Thursday, February 22, 2024

Nucleus Research published an ROI guidebook examining the benefits of deploying experience management software provider, Qualtrics .

Key Points: 
  • Nucleus Research published an ROI guidebook examining the benefits of deploying experience management software provider, Qualtrics .
  • Nucleus interviewed multiple Qualtrics customers and found the solution delivered an average ROI of 100 percent, with an average annual benefit of $6.3 million and an average payback period of 1.5 years.
  • “Qualtrics’ CrossXM offering brings together customer experience (CX) and employee experience (EX) data and processes to improve decision-making and maximize business impact across experiences.”
    Key benefits highlighted in the guidebook include:
    Increased revenue.
  • To read the full Qualtrics ROI Guidebook, click here .

Key Initiatives Aim to Stimulate Brazil’s Innovation Culture

Retrieved on: 
Wednesday, February 21, 2024

The 2023 ISG Provider Lens™ Digital Business Innovation Services report for Brazil finds startups, established companies and the Brazilian government are all focusing on efforts to promote digital transformation with initiatives that boost Brazil’s innovation ecosystem.

Key Points: 
  • The 2023 ISG Provider Lens™ Digital Business Innovation Services report for Brazil finds startups, established companies and the Brazilian government are all focusing on efforts to promote digital transformation with initiatives that boost Brazil’s innovation ecosystem.
  • The Brazilian government has supported this progress by favoring sustainable and inclusive economic and social development via digital technologies, the ISG report says.
  • “Service providers are playing a pivotal role in Brazil’s digital transformation by offering brand- and value-oriented strategies,” said Shafqat Azim, ISG partner and Americas lead, Digital Transformation.
  • They understand and evaluate the business through data analysis, co-create design and propose recurring innovation strategies that deliver tangible results.

iQor Earns Customer Service Center of the Year Award for Fifth Consecutive Year and Inbound Sales Champion for 2023

Retrieved on: 
Wednesday, February 21, 2024

A top-ranked U.S. home warranty provider recognized iQor with its Service Center of the Year Award for outstanding customer service in 2023 for the fifth year running.

Key Points: 
  • A top-ranked U.S. home warranty provider recognized iQor with its Service Center of the Year Award for outstanding customer service in 2023 for the fifth year running.
  • iQor also earned the Inbound Sales Champion Award for 2023 for the second year.
  • The 2023 Service Center of the Year Award was presented to the iQor team in Dasmariñas, Philippines for the second consecutive year.
  • iQor Philippines received the top honor for inbound sales champion for 2023, following iQor Trinidad’s top recognition in the inbound and outbound sales categories in 2022.

Enterprises Give Providers Higher CX Scores for 2023, Praise Use of AI Technologies, ISG Study Shows

Retrieved on: 
Wednesday, February 21, 2024

The 2023 Annual ISG Star of Excellence™ CX Insights Report , which sums up ISG’s quarterly reviews on how enterprises rate their ITO, BPO and as-a-service outsourcing providers, shows enterprise customer experience (CX) scores increased from 2022 in all six pillars covered by ISG’s quarterly CX survey.

Key Points: 
  • The 2023 Annual ISG Star of Excellence™ CX Insights Report , which sums up ISG’s quarterly reviews on how enterprises rate their ITO, BPO and as-a-service outsourcing providers, shows enterprise customer experience (CX) scores increased from 2022 in all six pillars covered by ISG’s quarterly CX survey.
  • The average provider’s CX score rose from 80.1 in 2022 to 83.7 in 2023, despite an uncertain macroeconomic environment last year that saw enterprises reduce discretionary spending while working to optimize technology investments, ISG says.
  • Scores for Contact Center — Customer Experience were close behind, at 80.0, with enterprises increasingly focused on improving CX.
  • The 4Q 2023 ISG Star of Excellence™ CX Insights Report is available as a free download from this webpage , with more detailed findings, including by provider, available by contacting ISG .

Most Enterprises Will Begin to Address Customer Experience Visibility by 2027, ISG Expert Says

Retrieved on: 
Tuesday, February 20, 2024

Two-thirds of organizations will begin to streamline analytics, performance and customer data integration efforts by 2027 for better visibility into customer experience and to boost customer loyalty and value, says an expert with leading global technology research and advisory firm Information Services Group ( ISG ) (Nasdaq: III ) and chair of an upcoming ISG event.

Key Points: 
  • Two-thirds of organizations will begin to streamline analytics, performance and customer data integration efforts by 2027 for better visibility into customer experience and to boost customer loyalty and value, says an expert with leading global technology research and advisory firm Information Services Group ( ISG ) (Nasdaq: III ) and chair of an upcoming ISG event.
  • “Customer engagement has often been viewed as a costly necessity that needs to be contained, when, in reality, customer experiences have a direct impact on revenue,” said Keith Dawson, ISG research director and chair of the upcoming ISG Xperience Summit.
  • “AI has already established itself as a powerful presence in the customer experience.
  • By 2025, our research finds seven in 10 customer service interactions will be some combination of automated conversational self-service and live agents.

iQor Drives Digital Transformation in Retail With NICE CXone

Retrieved on: 
Tuesday, February 20, 2024

The integration of CXone’s highly customizable, metrics-based routing directs incoming voice and digital customer interactions to the most suitable contact center agent.

Key Points: 
  • The integration of CXone’s highly customizable, metrics-based routing directs incoming voice and digital customer interactions to the most suitable contact center agent.
  • This optimizes performance for retail brands experiencing seasonal fluctuations in volume to consistently deliver exceptional CX.
  • This ease of doing business reaffirms our commitment to innovation and excellence in customer service,” said iQor Chief Digital Officer Prabhjot Singh.
  • They discuss how iQor leverages NICE CXone to augment human and operational excellence and deliver irresistible CX that makes customers smile.

Customer Data Platform Market worth $28.2 billion by 2028 - Exclusive Report by MarketsandMarkets™

Retrieved on: 
Friday, March 8, 2024

The system integration & deployment segment of the Customer Data Platform (CDP) market is growing rapidly.

Key Points: 
  • The system integration & deployment segment of the Customer Data Platform (CDP) market is growing rapidly.
  • CDPs can help streamline marketing efforts by providing a single platform for managing customer data and executing campaigns.
  • Asia Pacific is witnessing significant growth in the Customer Data Platform (CDP) market.
  • Customer Data Platform Market Advantages:
    Customer relationship platforms (CDPs) offer businesses a comprehensive picture of customer interactions, behaviours, and preferences across channels and touchpoints by combining and unifying customer data from several sources into a single, centralised platform.

Customer Data Platform Market worth $28.2 billion by 2028 - Exclusive Report by MarketsandMarkets™

Retrieved on: 
Friday, March 8, 2024

The system integration & deployment segment of the Customer Data Platform (CDP) market is growing rapidly.

Key Points: 
  • The system integration & deployment segment of the Customer Data Platform (CDP) market is growing rapidly.
  • CDPs can help streamline marketing efforts by providing a single platform for managing customer data and executing campaigns.
  • Asia Pacific is witnessing significant growth in the Customer Data Platform (CDP) market.
  • Customer Data Platform Market Advantages:
    Customer relationship platforms (CDPs) offer businesses a comprehensive picture of customer interactions, behaviours, and preferences across channels and touchpoints by combining and unifying customer data from several sources into a single, centralised platform.

Virgin Mobile KSA Chooses IST Networks for Genesys Cloud Migration

Retrieved on: 
Thursday, March 7, 2024

RIYADH, Saudi Arabia, March 7, 2024 /PRNewswire/ -- IST Networks, a leading CX Technology system integrator and platinum Genesys partner, is proud to announce a strategic Customer Experience Transformation project with Virgin Mobile KSA.

Key Points: 
  • RIYADH, Saudi Arabia, March 7, 2024 /PRNewswire/ -- IST Networks, a leading CX Technology system integrator and platinum Genesys partner, is proud to announce a strategic Customer Experience Transformation project with Virgin Mobile KSA.
  • This initiative will migrate Virgin Mobile's siloed customer experience platforms to a unified Genesys Cloud solution, building on the existing relationship of more than five years between Virgin Mobile and IST Networks.
  • This partnership goes beyond a simple technology migration; it signifies a fundamental shift in how Virgin Mobile KSA engages with its customers.
  • "We are excited to deepen our partnership with Virgin Mobile KSA through this strategic migration to the Genesys Cloud platform," said Mohamed Fahmy, CEO of IST Networks.

Virgin Mobile KSA Chooses IST Networks for Genesys Cloud Migration

Retrieved on: 
Thursday, March 7, 2024

RIYADH, Saudi Arabia, March 7, 2024 /PRNewswire/ -- IST Networks, a leading CX Technology system integrator and platinum Genesys partner, is proud to announce a strategic Customer Experience Transformation project with Virgin Mobile KSA.

Key Points: 
  • RIYADH, Saudi Arabia, March 7, 2024 /PRNewswire/ -- IST Networks, a leading CX Technology system integrator and platinum Genesys partner, is proud to announce a strategic Customer Experience Transformation project with Virgin Mobile KSA.
  • This initiative will migrate Virgin Mobile's siloed customer experience platforms to a unified Genesys Cloud solution, building on the existing relationship of more than five years between Virgin Mobile and IST Networks.
  • This partnership goes beyond a simple technology migration; it signifies a fundamental shift in how Virgin Mobile KSA engages with its customers.
  • "We are excited to deepen our partnership with Virgin Mobile KSA through this strategic migration to the Genesys Cloud platform," said Mohamed Fahmy, CEO of IST Networks.