Customer experience

Jeff Lyons Joins Cyara as Chief Customer Officer, Expanding Global Leadership Team

Retrieved on: 
Thursday, February 29, 2024
Software, Artificial Intelligence, Data Management, Professional Services, Technology, Apps, Applications, Other Technology, Business, CCO, Organization, Customer experience, AI, Education, Management

Cyara, the leading AI-powered Customer Experience (CX) Assurance Platform provider, today announced Jeff Lyons as its new Chief Customer Officer (CCO).

Key Points: 
  • Cyara, the leading AI-powered Customer Experience (CX) Assurance Platform provider, today announced Jeff Lyons as its new Chief Customer Officer (CCO).
  • With over 30 years of experience in enterprise software, Lyons brings a wealth of go-to-market and delivery expertise to Cyara, further bolstering its global leadership team.
  • In his role, Lyons will be responsible for managing the customer experience for Cyara’s global customer base across the full lifecycle, including onboarding, technical training and education, all post-sales activities, and retention.
  • Before joining Cyara, Lyons served in various leadership roles in enterprise software, driving significant value and leading organizational transformation.

Tecnotree Secures Multimillion-Dollar Deal with Umniah, Pioneering Sensa AIML Embedded BSS Transformation

Retrieved on: 
Monday, February 26, 2024
Technology, Retail, Business, Online Retail, Electronic Commerce, Professional Services, 5G, Artificial Intelligence, Other Communications, Telecommunications, Software, Communications, Fintech, Data Management, BSS, Online shopping, Multimedia, Churn, NPS, AI, Intelligence, Digital, Sensa, Lead, CRM, Customer experience, CX, Development, Sales

With this project, Tecnotree aims to provide AI-embedded BSS customer engagement for the operator.

Key Points: 
  • With this project, Tecnotree aims to provide AI-embedded BSS customer engagement for the operator.
  • The deal, implementing a full BSS stack along with the Tecnotree Sensa Intelligence platform operationalizes AI across business workflows and is the second win for Tecnotree in terms of AIML-driven customer experience use case.
  • View the full release here: https://www.businesswire.com/news/home/20240226721394/en/
    Tecnotree Secures Multimillion-Dollar Deal with Umniah, Pioneering Sensa AIML Embedded BSS Transformation (Photo: Business Wire)
    Under this project, Umniah seeks to upgrade its current CRM system with a new CX implementation targeting improvements in NPS, reduction of churn, and an increase in ARPU.
  • As part of the agreement, Tecnotree will deploy Sensa AI-embedded BSS applications streamlining the AI development lifecycle and driving faster time to value across products.

Avangrid’s Customer Experience and Digital Center of Excellence Leading the Way

Retrieved on: 
Monday, February 26, 2024
Environment, Utilities, Oil, Gas, Sustainability, Alternative Energy, Energy, Smart Energy, AGR, Research, Marketing, Culture, Small business, Climate change, Customer experience, Electricity, Heart, Shoe, Sales

The Customer Experience and Digital Center of Excellence is a dedicated cross-functional unit that consolidates customer experience strategy, digital product development, marketing, research, and end-to-end journey redesign.

Key Points: 
  • The Customer Experience and Digital Center of Excellence is a dedicated cross-functional unit that consolidates customer experience strategy, digital product development, marketing, research, and end-to-end journey redesign.
  • This ensures a seamless and consistent experience across all touchpoints, from the mobile app to energy management tools and core operational customer experience improvements.
  • “By developing our Customer Experience and Digital Center of Excellence, we work more efficiently and at a greater scale to increase customer satisfaction.
  • “That's why our Customer Experience and Digital Center of Excellence isn't just about creating solutions, it's about forging partnerships built on deep understanding.

Alorica and Automation Anywhere Join Forces to Redefine Industry-Leading Customer Experience (CX) Solutions

Retrieved on: 
Thursday, February 22, 2024
Software, Technology, Artificial Intelligence, Data Management, Customer experience, Artificial intelligence, Intelligent automation, CXM, Entrepreneurship, Automation Anywhere, Automation, Map, CX, Partnership, Sales

Alorica , a global leader of next-generation customer experience solutions, announced today a new partnership with Automation Anywhere , a leader in Intelligent Automation that puts artificial intelligence (AI) to work across every aspect of an organization.

Key Points: 
  • Alorica , a global leader of next-generation customer experience solutions, announced today a new partnership with Automation Anywhere , a leader in Intelligent Automation that puts artificial intelligence (AI) to work across every aspect of an organization.
  • With Automation Anywhere’s leading capabilities in GenAI-powered Intelligent Automation , Alorica will seamlessly integrate its customer-centric approach, forging a powerhouse alliance that aims to improve efficiency, personalization, simplicity and satisfaction simultaneously.
  • This collaboration further strengthens the suite of technology-enabled offerings by Alorica IQ – the company’s digital foundry focused on delivering outcome-based solutions that map and solve customer pain points, transforming the customer’s journey through next-level Customer Experience Management (CXM) services.
  • Partnering with Automation Anywhere furthers our relentless commitment to set a new benchmark in customer service,” said Harry Folloder, Chief Digital Officer, Alorica.

Tecnotree Reports High Revenue Growth Above Global Market Trends, in Q4 and Full Year 2023

Retrieved on: 
Thursday, February 22, 2024
Technology, Networks, 5G, Artificial Intelligence, Diamond, Customer experience, Nordic, Intelligence, Market, BSS, Multimedia, AI, Education, Gen, Capital, Culture, Digital, Gartner, Autonomy, API, Health, Fédération Aéronautique Internationale, Fintech, Certification, FTTX, Business support system, DSPS, OTT, Video game

The company delivered record revenue at 78.4 M Euros, outperforming global market trends, with excellent demand for Tecnotree products.

Key Points: 
  • The company delivered record revenue at 78.4 M Euros, outperforming global market trends, with excellent demand for Tecnotree products.
  • In 2023, the company increased its investment in AIML competitiveness, which accounted for 15.6% of the total order intake, resulting in AIML revenue exceeding the projected growth for the year.
  • Gartner recognized Tecnotree in their Market Guide for Customer Experience Management and in another Market Guide for Revenue Monetisation and Management.
  • Tecnotree obtained 20 new patents covering various areas such as Augmented Intelligence, Gen AI, ML Ops, and Data Ops.

Drury Hotels Stands Out as Top Hotel Company in Forbes' Second Annual List of Customer Experience All-Stars

Retrieved on: 
Thursday, March 7, 2024
Kitchen, Index, Customer experience, Life

ST. LOUIS, March 7, 2024 /PRNewswire/ -- Drury Hotels Company, LLC, the Missouri-based, family-owned and operated company, ranked number 12 in Forbes' second annual list of Customer Experience All-Stars, a national index of more than 3,000 companies and brands evaluated for the experiences that leave consumers most satisfied with product, service, and treatment of customers. Drury also placed highest in the brand category for all hotels.

Key Points: 
  • Drury Hotels ranked number 12 out of 3,000+ companies in Forbes' Second Annual List of Customer Experience All-Stars.
  • "We have worked tirelessly for over 50 years to maintain our promise of a friendly, clean, and attentive stay for every Drury guest at every location, every day," said Chuck Drury, President & CEO of Drury Hotels Company, LLC.
  • At Drury, more than 6,000 team members are focused on providing an exceptional guest experience at more than 150 hotels in 26 states.
  • Over the last year, Drury Hotels Company has experienced recognition for its outstanding customer service, loyalty and dedication to its team members.

Virgin Mobile KSA Chooses IST Networks for Genesys Cloud Migration

Retrieved on: 
Thursday, March 7, 2024
Cloud, Engineering, Social media, Chatbot, CST, AI, IST, Partnership, Platinum, Growth, Customer, City centre, Human, Contact, WhatsApp, Customer experience, Organization, Virgin Mobile, Telecommunications, Conversation, Workforce, CX, Genesys, Mobile phone

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
Cloud, Engineering, Social media, Chatbot, CST, AI, IST, Partnership, Platinum, Growth, Customer, City centre, Human, Contact, WhatsApp, Customer experience, Organization, Virgin Mobile, Telecommunications, Conversation, Workforce, CX, Genesys, Mobile phone

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.

BBVA and Cisco Strengthen its Strategic Partnership to Accelerate Digital Transformation and Foster Innovation

Retrieved on: 
Thursday, March 7, 2024
SAN, Strategic partnership, Growth, BBVA, Banco Bilbao Vizcaya Argentaria, Engineering, Customer experience, WPA, CSCO, Strategy, CX, Partnership, Network equipment provider

SAN JOSE, Calif. and MADRID, March 7, 2024 /PRNewswire/ -- Cisco (NASDAQ: CSCO) and BBVA today announced the companies have deepened their strategic alliance and signed a Strategic Whole Portfolio Agreement (WPA), providing BBVA faster access to Cisco's comprehensive software and Customer Experience (CX) portfolio. BBVA is the first EMEA-based financial services institution to sign a WPA with Cisco in Europe and Latin America.

Key Points: 
  • The global financial services group Banco Bilbao Vizcaya Argentaria, S.A. (BBVA) signs a Strategic Whole Portfolio Agreement with Cisco.
  • Five-year agreement enables BBVA to integrate continuous innovation into daily operations, enhancing speed, agility, and offering the latest in digital financial services.
  • BBVA is the first EMEA-based financial services institution to sign a WPA with Cisco in Europe and Latin America.
  • This strategic digital partnership, along with alliances with other leading tech companies, has accelerated BBVA's transformation.

BBVA and Cisco Strengthen its Strategic Partnership to Accelerate Digital Transformation and Foster Innovation

Retrieved on: 
Thursday, March 7, 2024
SAN, Strategic partnership, Growth, BBVA, Banco Bilbao Vizcaya Argentaria, Engineering, Customer experience, WPA, CSCO, Strategy, CX, Partnership, Network equipment provider

SAN JOSE, Calif. and MADRID, March 7, 2024 /PRNewswire/ -- Cisco (NASDAQ: CSCO) and BBVA today announced the companies have deepened their strategic alliance and signed a Strategic Whole Portfolio Agreement (WPA), providing BBVA faster access to Cisco's comprehensive software and Customer Experience (CX) portfolio. BBVA is the first EMEA-based financial services institution to sign a WPA with Cisco in Europe and Latin America.

Key Points: 
  • The global financial services group Banco Bilbao Vizcaya Argentaria, S.A. (BBVA) signs a Strategic Whole Portfolio Agreement with Cisco.
  • Five-year agreement enables BBVA to integrate continuous innovation into daily operations, enhancing speed, agility, and offering the latest in digital financial services.
  • BBVA is the first EMEA-based financial services institution to sign a WPA with Cisco in Europe and Latin America.
  • This strategic digital partnership, along with alliances with other leading tech companies, has accelerated BBVA's transformation.