CX | Jotup

NICE Unveils Enlighten XM, A Next Generation AI Contextual Memory Powering Customer Interactions

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Monday, March 25, 2024

Software, Technology, Artificial Intelligence, Telecommunications, Opus, Synthetic media, Organization, Customer, CX, Experience, Ecosystem, XM, Conversation, Generative, Metadata, Sales

NICE (Nasdaq: NICE) today unveiled NICE Enlighten XM (Experience Memory), the latest advancement to NICE’s CX AI solution, Enlighten, that leverages large language models’ (LLMs) deep data memory to hyper-personalize customer journeys.

Key Points:

NICE (Nasdaq: NICE) today unveiled NICE Enlighten XM (Experience Memory), the latest advancement to NICE’s CX AI solution, Enlighten, that leverages large language models’ (LLMs) deep data memory to hyper-personalize customer journeys.
These capabilities are made possible by LLMs enriched with the industry's most extensive set of CX-specific AI models from NICE Enlighten and equipped with a holistic customer data memory.
NICE Enlighten XM enables NICE CXone customers to deliver seamless, context-rich interactions that effortlessly resume where previous interactions concluded, given its advanced capability to hyper-personalize the conversation in real-time.
By equipping CX AI with contextual memory, Enlighten XM enables brands to deliver hyper-personalized, relevant, and impactful interactions that cultivate stronger relationships at every stage of the customer journey.

NICE Enlighten AutoSummary Wins 2024 BIG Innovation Award for Contact Center Innovation

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Thursday, March 21, 2024

NICE (Nasdaq: NICE) today announced that NICE Enlighten AutoSummary was named a winner in the 2024 BIG Innovation Awards presented by the Business Intelligence Group.

Key Points:

NICE (Nasdaq: NICE) today announced that NICE Enlighten AutoSummary was named a winner in the 2024 BIG Innovation Awards presented by the Business Intelligence Group.
A complete and scalable solution, Enlighten AutoSummary offers an innovative approach to summarizing customer-agent interactions presented in a legible narrative format on the agent dashboard.
Unlike generic generative AI models, which may lack context or relevance, Enlighten AutoSummary focuses on extracting key data elements from customer-agent interactions.
The 2024 BIG Innovation Awards recognize organizations and individuals driving innovation and bringing new ideas and experiences to life across many fields.

Genesys Announces Record Fiscal Year 2024 Business Results

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Thursday, March 21, 2024

Genesys ®, a global cloud leader in AI-powered experience orchestration, today reported a record-setting fiscal year 2024 (Feb. 1, 2023–Jan.

Key Points:

Genesys ®, a global cloud leader in AI-powered experience orchestration, today reported a record-setting fiscal year 2024 (Feb. 1, 2023–Jan.
Genesys Cloud saw accelerated adoption of Genesys AI during the year, spanning conversational, generative and predictive capabilities.
Additionally, in February 2024, Genesys acquired Radarr Technologies , a leading AI-based social and digital listening, analytics, and consumer engagement company.
To further advance the company’s digital and AI innovations, Genesys invested $300 million in Genesys Cloud research and development during fiscal year 2024 and opened a new R&D center in Budapest during FY24.

Cyara to Exhibit at Enterprise Connect 2024, the Leading Conference and Exhibition for Enterprise Communications and Customer Experience

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Thursday, March 21, 2024

Cyara , the leading AI-powered Customer Experience (CX) Transformation Platform provider, will participate as an exhibitor at Enterprise Connect 2024 , the leading conference and exhibition for enterprise communications and customer experience, at booth #1135.

Key Points:

Cyara , the leading AI-powered Customer Experience (CX) Transformation Platform provider, will participate as an exhibitor at Enterprise Connect 2024 , the leading conference and exhibition for enterprise communications and customer experience, at booth #1135.
For more than 30 years, Enterprise Connect has brought corporate IT decision-makers together with industry vendors, analysts, consultants, and channel partners to focus on the issues central to enterprise communications and CX.
This year, Cyara Botium was named as a finalist in the Best of Enterprise Connect awards for Overall Best of Enterprise Connect and in the Most Innovative Use of AI category.
“Enterprise Connect is the premier event for the enterprise communications and CX industry, and we're thrilled to be Silver Sponsors and finalists in two Best of Enterprise Connect award categories this year,” said Janet Vito, Senior Vice President of Marketing at Cyara.

NICE Recognized as Best Digital Transformation Partner Company by 2024 Global Banking & Finance Review Awards

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Wednesday, March 20, 2024

Mobile, Wireless, Technology, Finance, Banking, Professional Services, Software, Internet, Data Management, Artificial Intelligence, Other Professional Services, Room, Intelligence, Artificial intelligence, CX, Digital transformation, Ecosystem

NICE (Nasdaq: NICE) has announced that Global Banking & Finance Review , a financial media platform with over three million readers worldwide, has named the company as “Best Digital Transformation Partner Company,” across four major geographic regions, including North America, Asia Pacific, Europe, and Latin America, highlighting its strength and leadership in its 2024 Global Banking & Finance Review awards competition.

Key Points:

NICE (Nasdaq: NICE) has announced that Global Banking & Finance Review , a financial media platform with over three million readers worldwide, has named the company as “Best Digital Transformation Partner Company,” across four major geographic regions, including North America, Asia Pacific, Europe, and Latin America, highlighting its strength and leadership in its 2024 Global Banking & Finance Review awards competition.
NICE’s Digital Transformation approach to empowering contact centers and their agents integrates AI-infused digital systems, customer experience platforms, applications, and infrastructure for a more cohesive and personal digital customer journey.
“The digital transformation of customer service has taken many forms as businesses have infused digital technologies into their customer service models.
To view “The Room Where It Happened” video series, which highlights NICE’s innovation in AI, cloud and digital CX technologies, please click here .

ResultsCX Named ‘Promising Provider’ in Everest Group’s Service Provider Compass™ – Global Services Delivery from Mexico Report

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Wednesday, March 20, 2024

Professional Services, Business, Other Professional Services, Data Analytics, Small Business, Fintech, Consulting, Customer experience, Culture, CXM, Perception, CX, City, Drug

ResultsCX , a provider of Customer Experience Management (CXM) services to leading global companies including Fortune 100 and 500 firms, was recognized as a ‘Promising Provider’ in the ‘CXM services in Mexico’ category of Everest Group ’s Service Provider Compass™ – Global Services Delivery from Mexico report .

Key Points:

ResultsCX , a provider of Customer Experience Management (CXM) services to leading global companies including Fortune 100 and 500 firms, was recognized as a ‘Promising Provider’ in the ‘CXM services in Mexico’ category of Everest Group ’s Service Provider Compass™ – Global Services Delivery from Mexico report .
This distinction highlights the company’s employee satisfaction and expansion into Mexico, reflecting its successful nearshore capabilities that meet client demands and provide strategic advantages.
“By opening two sites in Mexico, one of Latin America’s largest economies, we’ve been able to broaden our reach in providing CX solutions across industries,” said Rajesh Subramaniam, CEO of ResultsCX.
"Strategically positioned in key cities in Mexico, ResultsCX leverages local expertise for customer experience management and is committed to fostering a vibrant culture."

Swiss Post Partners with InMoment to Adapt to Modern Customer Centricity

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Wednesday, March 20, 2024

Technology, Consulting, Marketing, Communications, Professional Services, Software, Digital Marketing, Data Analytics, Artificial Intelligence, NPS, Partnership, Post, Customer experience, CX, WhatsApp, Retail

With a rich history spanning 175 years, Swiss Post embarked on a strategic journey to redefine its customer experience.

Key Points:

With a rich history spanning 175 years, Swiss Post embarked on a strategic journey to redefine its customer experience.
Recognising the imperative need for modernisation and alignment with evolving customer expectations, the company enlisted InMoment to integrate CX into its corporate objectives.
Collaborating with InMoment, Swiss Post strategically incorporated customer feedback from diverse touchpoints including, contact centres, parcel machines, and traditional post offices, gaining comprehensive insights into customer sentiments throughout their journeys.
As Swiss Post's journey with InMoment continues, the focus remains on capturing and processing more customer feedback, streamlining internal processes, and fostering a customer-oriented culture.

Medallia Named a Leader in the 2024 Gartner® Magic Quadrant™ for Voice of the Customer Platforms Report

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Tuesday, March 19, 2024

Medallia, Inc. , the global leader in customer and employee experience, today announced that it has been named a Leader for the third consecutive year in the Gartner Magic Quadrant™ for Voice of the Customer (VoC).

Key Points:

Medallia, Inc. , the global leader in customer and employee experience, today announced that it has been named a Leader for the third consecutive year in the Gartner Magic Quadrant™ for Voice of the Customer (VoC).
Medallia was named a leader for its Ability To Execute’ and Completeness Of Vision.
“Medallia is so proud to be named a leader in the Gartner Magic Quadrant™ for Voice of Customer,” said Joe Tyrrell, CEO at Medallia.
Magic Quadrants position vendors in a market, while Critical Capabilities provides a deeper dive into the providers’ product and service offerings.

ServiceNow Named a Leader in Customer Service Solutions by Independent Research Firm

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Tuesday, March 19, 2024

Internet, Data Management, Technology, Artificial Intelligence, Software, Ecosystem, Public sector, Insurance, Architecture, Organization, Economics, CX, CSM, Health, Sales

ServiceNow (NYSE: NOW), the leading digital workflow company making the world work better for everyone, has been named a Leader in the Forrester Wave™: Customer Service Solutions, Q1 2024 for the first time.

Key Points:

ServiceNow (NYSE: NOW), the leading digital workflow company making the world work better for everyone, has been named a Leader in the Forrester Wave™: Customer Service Solutions, Q1 2024 for the first time.
This rating recognizes ServiceNow’s Customer Service Management (CSM) solution.
Streamline operations across departments, enhancing service delivery while reducing costs through proactive issue resolution, task automation, AI-driven process mining, and optimization.
Orchestrate the entire customer lifecycle on a single platform with a rich ecosystem of partners and turnkey integrations.

Arch Amenities Group and InMoment Set New Amenities Industry Standard with Integrated Customer Experience Initiative

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Tuesday, March 19, 2024

InMoment® , the leading provider of Experience Improvement solutions, today announced its groundbreaking and collaborative integrated customer experience (CX) endeavor with Arch Amenities Group, a full-service global provider of wellness, spa, and amenity management and meeting services for commercial and residential properties.

Key Points:

InMoment® , the leading provider of Experience Improvement solutions, today announced its groundbreaking and collaborative integrated customer experience (CX) endeavor with Arch Amenities Group, a full-service global provider of wellness, spa, and amenity management and meeting services for commercial and residential properties.
The initiative combines InMoment’s XI Platform , Advanced Analytics , and Reputation Management technology, using data and insights to significantly transform experiences for Arch Amenities Group’s customers and the industry at-large.
Using InMoment’s proprietary natural language processing (NLP) and AI technology, the Advanced AI vision hub organizes and analyzes feedback insights for the facilities and spaces that Arch Amenities Group manages.
Integrating location-level unstructured feedback from surveys and customer reviews will give Arch Amenities targeted insights about how to optimize the customer experience in specific gym or spa locations.