Customer experience

HTLF announces Director of Customer Experience

Wednesday, July 28, 2021 - 3:00pm

DUBUQUE, Iowa, July 28, 2021 (GLOBE NEWSWIRE) -- HTLF announced today that Joe Wheeler has been named Director of Customer Experience.In this role, Wheeler willoversee the strategy, planning and execution of the companys overall customer experience goals and initiatives.

Key Points: 
  • DUBUQUE, Iowa, July 28, 2021 (GLOBE NEWSWIRE) -- HTLF announced today that Joe Wheeler has been named Director of Customer Experience.In this role, Wheeler willoversee the strategy, planning and execution of the companys overall customer experience goals and initiatives.
  • In collaborationwith business lines and executive management, he will ensure customers are provided a seamless experience across all channels along their journey.As the Director of Customer Experience, Wheeler willplaya critical role in how customers perceive HTLF banks, and will focus on initiatives to positively impactcustomer retention and continued growth.
  • Heartland Financial USA, Inc., operating under the brand name HTLF, is a financial services company with assets of $18.37 billion.
  • HTLF has banks serving communities in Arizona, California, Colorado, Illinois, Iowa, Kansas, Minnesota, Missouri, Montana, New Mexico, Texas and Wisconsin.

FIDELITONE Opens National Call Center in Goodlettsville, TN

Wednesday, July 28, 2021 - 3:34pm

A new FIDELITONE customer service center just opened in Goodlettsville, TN elevates customer service nationwide with expanded hours, top talent, and best-in-class processes to earn customer loyalty, announced Lori Hader, FIDELITONEs Chief Customer Experience Officer.

Key Points: 
  • A new FIDELITONE customer service center just opened in Goodlettsville, TN elevates customer service nationwide with expanded hours, top talent, and best-in-class processes to earn customer loyalty, announced Lori Hader, FIDELITONEs Chief Customer Experience Officer.
  • View the full release here: https://www.businesswire.com/news/home/20210728005694/en/
    FIDELITONE, a top 3PL, opens Customer Service Center in Goodlettsville, TN (Photo: Business Wire)
    Were raising the bar in customer service through extended hours and a vision of one call, one voice, she explained.
  • Customers should only have to make one call and speak with one personno transfers, no call-backsto get what they need.
  • The call center also extends hours of service to a 14-hour window, Monday through Saturday, to provide enhanced flexibility for customers.

TimeTrade SilverCloud Is Now Engageware

Wednesday, July 28, 2021 - 2:41pm

Following TimeTrade Systems acquisition of SilverCloud LLC in January 2021, the customer engagement solution provider is now rebranded as Engageware.

Key Points: 
  • Following TimeTrade Systems acquisition of SilverCloud LLC in January 2021, the customer engagement solution provider is now rebranded as Engageware.
  • With decades of industry experience, Engagewares proven solutions make it easy for organizations to deliver a seamless customer experience with purpose-built, out-of-the-box functionality.
  • Our new name, Engageware, perfectly reflects the vision and capabilities of our company, enabling our customers to establish and develop long-term, positive relationships with their customers, which drives loyalty and efficiency.
  • Engageware (formerly TimeTrade SilverCloud), provides industry-leading technology and expert know-how to help organizations better engage their customers.

Dixa, the Next-Gen CX Platform, Raises $105M Series C to Transform Customer Service Worldwide

Wednesday, July 28, 2021 - 1:30pm

Founded as a customer service solution that evolved into a customer engagement platform, European company Dixa today announced a Series C funding round totaling $105M.

Key Points: 
  • Founded as a customer service solution that evolved into a customer engagement platform, European company Dixa today announced a Series C funding round totaling $105M.
  • This way the entire customer experience is elevated to Customer Friendship, which places the human factor at the center of all customer interactions.
  • This is how we shift from transactional, tickets-based customer service to value-added customer engagement.
  • Drawing from a deep understanding of customer service operations, Mads and the Dixa team are bringing a fresh, next-generation approach to the customer experience.

Canadian Consumers Demand a Balanced Experience of Physical and Digital Retail Offerings

Wednesday, July 28, 2021 - 1:45pm

Given the varying preferences, combined with the constant changes in social protocols, retailers can benefit from creating a seamless omnichannel customer experience.

Key Points: 
  • Given the varying preferences, combined with the constant changes in social protocols, retailers can benefit from creating a seamless omnichannel customer experience.
  • With a significant amount of stimulus lingering in the accounts of Canadian consumers, and pent-up demand due to the lack of retail/life experiences (events), Canadian consumers will likely come back in a significant way.
  • Cultivating an experience that welcomes consumers safely inside physical spaces, while ensuring digital shopping environments remain attractive, can be a challenge given the shifting behaviours in retail.
  • Canadian retailers have a significant opportunity to revisit their customer experience offerings as the nation gradually transitions into a post-pandemic world.

Dixa, the Next-Gen CX Platform, Raises $105M Series C to Transform Customer Service Worldwide

Wednesday, July 28, 2021 - 1:32pm

Empowered with insights that are contextually weaved into a seamless conversation, customer service agents are able to strengthen brand loyalty and build long-lasting bonds with customers.

Key Points: 
  • Empowered with insights that are contextually weaved into a seamless conversation, customer service agents are able to strengthen brand loyalty and build long-lasting bonds with customers.
  • This way the entire customer experience is elevated to Customer Friendship, which places the human factor at the center of all customer interactions.
  • This is how we shift from transactional, tickets-based customer service to value-added customer engagement.
  • "Drawing from a deep understanding of customer service operations, Mads and the Dixa team are bringing a fresh, next-generation approach to the customer experience.

EasySend Partners with PSCU to Swiftly Digitize and Enhance Customer Experience

Wednesday, July 28, 2021 - 1:02pm

To help meet customers' evolving needs and expectations, PSCU has partnered with EasySend to accelerate its digitization of data.

Key Points: 
  • To help meet customers' evolving needs and expectations, PSCU has partnered with EasySend to accelerate its digitization of data.
  • EasySend will work with PSCU's Project Delivery & Platform Optimization (PDPO) department to help improve efficiency and the overall client project experience.
  • "We couldn't be happier about partnering with PSCU on their digitization journey," said EasySend CEO and Co-founder Tal Daskal.
  • By continuously developing digital journeys to improve customer experience and operational efficiency, EasySend enables businesses flexibility to respond to the ever-changing business environment and customer needs.

Walmart to Offer Technologies and Capabilities to Help Other Businesses Navigate their own Digital Transformation

Wednesday, July 28, 2021 - 5:01am

These unique capabilities enable Walmart to better serve customers, create differentiated experiences and grow its business as digital shopping continues to increase.

Key Points: 
  • These unique capabilities enable Walmart to better serve customers, create differentiated experiences and grow its business as digital shopping continues to increase.
  • Through the Adobe Commerce platform, retail businesses will be able to use Walmarts unique cloud-based services to offer seamless pickup and delivery to their customers.
  • Businesses will be able to reach new customers on Walmarts fast-growing Marketplace where they can leverage Walmarts Fulfillment Services to offer 2-day shipping nationwide.
  • The partnership with Adobe to offer these capabilities will help businesses of all sizes improve their customer experience while operating more efficiently.

New Five9 Study Finds Contact Centers Face Workforce and Technology Gaps as Customer Service Becomes More Complex

Tuesday, July 27, 2021 - 2:00pm

The Five9-sponsored research report, The Contact Center Workforce of the Future, reveals that more than half of contact centers (55%) experienced a higher volume of customer interactions over the last 12 months, just outpacing an increase in contact complexity (47%).

Key Points: 
  • The Five9-sponsored research report, The Contact Center Workforce of the Future, reveals that more than half of contact centers (55%) experienced a higher volume of customer interactions over the last 12 months, just outpacing an increase in contact complexity (47%).
  • For practical guidance on building and optimizing a digital workforce in the contact center, download ICMIs Digital Workforce Optimization toolkit , an extension of the Five9 CX Maturity Model.
  • The CX Maturity Model is an assessment and framework to guide enterprises through the next era of customer service in the contact center.
  • The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to help customers reimagine their customer experience.

The Top Employee Advocacy Software Vendors According to the FeaturedCustomers Summer 2021 Customer Success Report Rankings

Tuesday, July 27, 2021 - 9:00pm

SUNRISE, Fla., July 27, 2021 /PRNewswire-PRWeb/ --Today FeaturedCustomers published the Summer 2021 Employee Advocacy Software Customer Success Report to give prospects better insight on which Employee Advocacy Software would work best for their business according to real customer references.

Key Points: 
  • SUNRISE, Fla., July 27, 2021 /PRNewswire-PRWeb/ --Today FeaturedCustomers published the Summer 2021 Employee Advocacy Software Customer Success Report to give prospects better insight on which Employee Advocacy Software would work best for their business according to real customer references.
  • The highest rated vendors according to the Summer 2021 Employee Advocacy Software Customer Success Report are:
    Market Leaders Dynamic Signal, EveryoneSocial, Oktopost, and PostBeyond were given the highest "Market Leader" award.
  • About the Employee Advocacy Software Customer Success Report:
    The customer success report is based on over 600 pieces of verified customer reference content.
  • Of the vendors listed in the FeaturedCustomers' Employee Advocacy Software category, 13 vendors met the minimum requirements needed to be considered for the customer success report.