Capterra Connect: The Latest Customer Experience News, Articles, and Insights

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Too many articles claiming to have earth-shattering news about customer experience? Let the experts curate a shortlist for you. Here’s what you need to know this week:

Reputation.com and Alorica partner to develop new CX solution, AgilOne joins Acquia to boost CX, and more customer news

Sigma Healthcare elevates B2B CX. Pharmaceutical wholesaler, Sigma Healthcare, adopted SAP Commerce Cloud in 2018 and introduced the SAP Qualtrics customer experience platform to revolutionize its CX. SAP Commerce Cloud allowed the company to show pharmacy customers accurate pricing information, while SAP Qualtrics CX allowed them to capture and analyze customer feedback in real time to effectively improvise on next steps. As a result, the company witnessed a boost in sales as well as a +49 increment to its Net Promoter Score (NPS).

AgilOne joins Acquia to boost CX. Dries Buytaert, Acquia’s co-founder, CTO, and chairman explained, “Built on open-source technology, AgilOne and Acquia together will bring in data from any third-party system via open APIs, making it much easier for marketers to gain this single view of the customer and deliver better, more relevant customer experiences and analytics across every channel.” The aim is to enable marketers to unify, cleanse, and enrich customer data to build better customer segments for well-timed campaigns across customer touchpoints.

Reputation.com and Alorica partner to develop CX solution. Reputation.com and Alorica announced their collaboration to deliver a new unified CX platform that will combine Alorica’s global customer service expertise with Reputation.com’s technology platform and data science. Jason Grier, EVP and Chief Customer Officer at Reputation.com, explains this collaboration by highlighting the importance of drawing streamlined insights out of the variety of direct brand interactions customers have on multiple platforms.

Week of Dec. 2, 2019


John Lewis Partnership taps Google Cloud to boost CX, Salesforce bolsters Einstein Voice Assistant for higher productivity and better CX, and more customer news

Virgin Atlantic extends partnership with TCS. British airline Virgin Atlantic is extending its 15-year-old partnership with Tata Consultancy Services (TCS), a leading IT services, consulting, and business solutions organization. The focus will be on digital transformation, innovation, Agile, quality assurance, and DevOps initiatives that will help Virgin enhance customer experience with real-time passenger services and insights. Don Langford, SVP Technology at Virgin Atlantic, said, “Through more integrated operations, we will be able to provide excellent customer service through various digital initiatives, while also supporting our continued growth.”

John Lewis Partnership taps Google Cloud to boost CX. The John Lewis Partnership—which oversees the British operations of Waitrose & Partners and John Lewis & Partners—is all set to expand the use of Google’s public cloud technologies and leverage its artificial intelligence, machine learning, and data analytics expertise. This furthers the partnership between Google Cloud and John Lewis Partnership, which allows John Lewis Partnership to build a better data platform for discovering customer and product insights, ultimately improving CX in retail environments. The company would revamp its eCommerce platforms to enable swift responses to changing customer preferences.

Salesforce bolsters Einstein Voice Assistant for higher productivity and better CX. Salesforce is empowering its users with new capabilities from Einstein Voice Assistant to help them improve CX and be more productive. Users can perform routine CRM transactions and business tasks verbally using Einstein Voice. Admins and developers can create customer voice apps across the Salesforce Customer 360 Platform using new Einstein Voice Skills.

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