Customer experience

KSL Capital Partners Appoints Kevin Neher as Partner and Co-Head of Strategic Operations

Retrieved on: 
Thursday, January 18, 2024

DENVER, Jan. 18, 2024 /PRNewswire/ -- KSL Capital Partners, LLC ("KSL"), a leading investor in travel and leisure businesses, today announced that Kevin Neher has joined the firm as a partner and Co-Head of Strategic Operations.

Key Points: 
  • DENVER, Jan. 18, 2024 /PRNewswire/ -- KSL Capital Partners, LLC ("KSL"), a leading investor in travel and leisure businesses, today announced that Kevin Neher has joined the firm as a partner and Co-Head of Strategic Operations.
  • Kevin joins KSL after a 17-year career with McKinsey & Company, where he served as a Senior Partner and founded the company's Denver office.
  • At KSL, he will utilize his unique expertise to drive operational transformations and strategic decisions across the KSL portfolio.
  • Bryan Traficanti, Co-Head of Strategic Operations at KSL, added: "I have had the pleasure of working with Kevin several times over the years for KSL.

USAN Unveils Realm: Revolutionizing Contact Centers on Amazon Connect

Retrieved on: 
Wednesday, January 17, 2024

PEACHTREE CORNERS, Ga., Jan. 17, 2024 /PRNewswire/ -- USAN, a leader in customer engagement solutions, is proud to announce the launch of USAN Realm™, a groundbreaking SaaS platform designed to transform contact center operations and Customer Experience (CX) on Amazon Connect. Realm empowers contact centers to create, deliver, and manage Amazon Connect deployments with unmatched speed, reducing deployment time by 40%.

Key Points: 
  • PEACHTREE CORNERS, Ga., Jan. 17, 2024 /PRNewswire/ -- USAN, a leader in customer engagement solutions, is proud to announce the launch of USAN Realm ™, a groundbreaking SaaS platform designed to transform contact center operations and Customer Experience (CX) on Amazon Connect.
  • Realm empowers contact centers to create, deliver, and manage Amazon Connect deployments with unmatched speed, reducing deployment time by 40%.
  • Announcing USAN Realm™, a SaaS platform designed to transform contact center operations and CX on Amazon Connect.
  • Additionally, Realm facilitates the secure deployment of Amazon Connect in minutes, leveraging its no-code approach and pre-packaged applications for omnichannel environments.

Everest Group Launches 'Service Provider Compass' Research Series with Assessment of Global Services Delivery from Mexico

Retrieved on: 
Wednesday, January 17, 2024

DALLAS, Jan. 17, 2024 /PRNewswire-PRWeb/ -- Everest Group today announced the launch of a new research report series, Service Provider Compass™, designed to provide sourcing leaders with a succinct summary of service provider's market positions in key delivery locations. Armed with Everest Group's evaluation and ranking of the service providers in each region, sourcing leaders are better equipped to select the service providers that can meet their talent needs for global services delivery.

Key Points: 
  • DALLAS, Jan. 17, 2024 /PRNewswire-PRWeb/ -- Everest Group today announced the launch of a new research report series, Service Provider Compass™, designed to provide sourcing leaders with a succinct summary of service provider's market positions in key delivery locations.
  • The Service Provider Compass is the type of research report that packs a punch in just a few pages, and we anticipate that global sourcing readers will consider this a must-read series.
  • Everest Group's first Service Provider Compass — "Service Provider Compass™ – Global Services Delivery from Mexico" — assesses providers of Customer Experience Management (CXM) services and Information Technology-Application Development and Maintenance (IT-ADM) services.
  • "With a global services talent pool of nearly 197,000 FTEs, Mexico continues to lead technology services delivery in Latin America.

Sinch Mailgun Survey Reveals Consumers Prefer Brand Emails, but New Rules from Google and Yahoo Could Impact Delivery

Retrieved on: 
Wednesday, January 17, 2024

SAN ANTONIO and STOCKHOLM, Jan. 17, 2024 /PRNewswire/ -- Today Sinch (Sinch AB (publ) – XSTO: SINCH), which powers meaningful conversations between businesses and their customers through its Customer Communications Cloud, announced the results from a survey of more than 2,000 global consumers on how they engage with brand communications. The findings reveal a strong preference for email over other channels, however most respondents will reevaluate their relationship with brands whose emails regularly end up in the spam folder. In fact, 52.7% of consumers said they would either feel frustrated, lose trust or even unsubscribe if emails from a brand regularly ended up in their spam folder.

Key Points: 
  • To protect their users from bad actors and reduce spam overall, Google and Yahoo are implementing stricter rules for bulk email senders starting in February.
  • The Sinch Mailgun survey found that 72.1% of participants have a Gmail account, 20.3% said they use Yahoo Mail and another 4.8% have an AOL email account.
  • The survey found that 75.4% of consumers chose email as a preferred channel for promotional messages.
  • "Email is the digital cornerstone of communications between brands and consumers," said Kate Nowrouzi , VP, Deliverability and Product Strategy at Sinch.

FPF Files Comments with the Consumer Financial Protection Bureau Regarding Personal Financial Data Rights

Retrieved on: 
Friday, January 19, 2024

FPF Files Comments with the Consumer Financial Protection Bureau Regarding Personal Financial Data Rights

Key Points: 
  • FPF Files Comments with the Consumer Financial Protection Bureau Regarding Personal Financial Data Rights
    On December 21st, 2023, the Future of Privacy Forum filed comments with the Consumer Financial Protection Bureau (CFPB) in response to the notice of proposed rulemaking (NPRM) regarding personal financial data rights.
  • Section 1033 was passed as part of the Consumer Financial Protection Act (CFPA) of 2010 and it governs access to a person’s data held by a consumer financial services provider.
  • Both build upon earlier recommendations that FPF made in response to the Bureau’s “Outline of Proposal and Alternatives Under Considerations for the Personal Financial Data Rights Rulemaking,” which was a prerequisite to the NPRM.
  • 1Required Rulemaking on Personal Financial Data Rights, 88 Fed.

Sinch Mailgun Survey Reveals Consumers Prefer Brand Emails, but New Rules from Google and Yahoo Could Impact Delivery

Retrieved on: 
Wednesday, January 17, 2024

SAN ANTONIO and STOCKHOLM, Jan. 17, 2024 /PRNewswire/ -- Today Sinch (Sinch AB (publ) – XSTO: SINCH), which powers meaningful conversations between businesses and their customers through its Customer Communications Cloud, announced the results from a survey of more than 2,000 global consumers on how they engage with brand communications. The findings reveal a strong preference for email over other channels, however most respondents will reevaluate their relationship with brands whose emails regularly end up in the spam folder. In fact, 52.7% of consumers said they would either feel frustrated, lose trust or even unsubscribe if emails from a brand regularly ended up in their spam folder.

Key Points: 
  • To protect their users from bad actors and reduce spam overall, Google and Yahoo are implementing stricter rules for bulk email senders starting in February.
  • The Sinch Mailgun survey found that 72.1% of participants have a Gmail account, 20.3% said they use Yahoo Mail and another 4.8% have an AOL email account.
  • The survey found that 75.4% of consumers chose email as a preferred channel for promotional messages.
  • "Email is the digital cornerstone of communications between brands and consumers," said Kate Nowrouzi , VP, Deliverability and Product Strategy at Sinch.

AI ushers in era of intelligent CX, fuels massive industry transformation

Retrieved on: 
Wednesday, January 17, 2024

SAN FRANCISCO, Jan. 17, 2024 /PRNewswire/ -- Zendesk, Inc. today released its annual Customer Experience (CX) Trends Report, the findings of which signal a rapid transition towards intelligent CX. In this era, the shift to AI-driven service will create a big divide between companies who use AI to create the best customer experiences and those that miss the mark on implementing, or worse, don't embrace AI at all. Those with the ability to bridge this divide will completely transform CX, delivering personalization at scale and elevating service quality while reducing costs.

Key Points: 
  • "Businesses will need to rethink the structure of everything, from their tech stacks to their teams to how they deliver support.
  • Companies that thrive will shift to a much more intelligent CX strategy, using AI to manage volume, lower costs, increase quality and ultimately improve customer satisfaction."
  • The report reveals 70 percent of CX leaders are reimagining their customer journeys using tools like generative AI.
  • To learn more, download the Zendesk CX Trends Report and access all 10 key trends shaping the era of intelligent CX.

AI ushers in era of intelligent CX, fuels massive industry transformation

Retrieved on: 
Wednesday, January 17, 2024

SAN FRANCISCO, Jan. 17, 2024 /PRNewswire/ -- Zendesk, Inc. today released its annual Customer Experience (CX) Trends Report, the findings of which signal a rapid transition towards intelligent CX. In this era, the shift to AI-driven service will create a big divide between companies who use AI to create the best customer experiences and those that miss the mark on implementing, or worse, don't embrace AI at all. Those with the ability to bridge this divide will completely transform CX, delivering personalization at scale and elevating service quality while reducing costs.

Key Points: 
  • "Businesses will need to rethink the structure of everything, from their tech stacks to their teams to how they deliver support.
  • Companies that thrive will shift to a much more intelligent CX strategy, using AI to manage volume, lower costs, increase quality and ultimately improve customer satisfaction."
  • The report reveals 70 percent of CX leaders are reimagining their customer journeys using tools like generative AI.
  • To learn more, download the Zendesk CX Trends Report and access all 10 key trends shaping the era of intelligent CX.

Zoomcar Announces the Appointment of Adarsh Menon as President

Retrieved on: 
Tuesday, January 16, 2024

(“Zoomcar” or the “Company”) (Nasdaq: ZCAR), the leading marketplace for car sharing in emerging markets, has announced the appointment of Adarsh Menon as its President to lead its business.

Key Points: 
  • (“Zoomcar” or the “Company”) (Nasdaq: ZCAR), the leading marketplace for car sharing in emerging markets, has announced the appointment of Adarsh Menon as its President to lead its business.
  • In his new role, Menon will be responsible for all aspects of Growth, Operations, and Customer Experience for the Company.
  • Menon is a seasoned industry leader with over 22 years of experience and has joined Zoomcar after an eight-and-a-half-year stint with Flipkart and a twelve-year stint with Hindustan Unilever.
  • Menon enjoys solving the complex problems associated with scaling up businesses to positions of dominance in India.

Aucera™ and TouchPoint One Announce Strategic Partnership to Transform Employee and Customer Experience

Retrieved on: 
Tuesday, January 16, 2024

MAHWAH, N.J. and INDIANAPOLIS, Jan. 16, 2024 /PRNewswire/ -- Aucera™, the new identity of DialAmerica, one of the nation's largest privately held customer experience and contact center providers, today announced a strategic partnership with TouchPoint One. This collaboration marks a significant stride in Aucera's journey as it embraces its new global brand, reflecting a commitment to innovation and expansion in the customer experience industry. Together with TouchPoint One, a leader in advanced customer contact performance management solutions, Aucera aims to revolutionize workforce alignment, development, and engagement, enhancing the customer experience through cutting-edge technology and personalized service.

Key Points: 
  • Together with TouchPoint One, a leader in advanced customer contact performance management solutions, Aucera aims to revolutionize workforce alignment, development, and engagement, enhancing the customer experience through cutting-edge technology and personalized service.
  • TouchPoint One's commitment to innovation and technological excellence will be fundamental to the lab's pursuit of unparalleled customer experience solutions.
  • "Entering into this partnership with Aucera marks a significant advancement in the innovation of customer and employee experiences," says Greg Salvato, CEO of TouchPoint One.
  • For more about our experience, technological capabilities, and comprehensive suite of Customer Experience solutions, visit Aucera.com.