Fidest – Agenzia giornalistica/press agency

Quotidiano di informazione – Anno 32 n° 15

Posts Tagged ‘customer’

Customer Portfolios Announces The Portfolio Value Statement

Posted by fidest press agency su giovedì, 21 novembre 2019

Customer Portfolios, a marketing technology leader that uses actionable insights and analytics to increase customer engagement and value, announces the Portfolio Value Statement (PVS) report, giving businesses a holistic view into the health of their customer file.
The PVS gives marketers a total view of the different segments within the customer database, their revenue contribution by channel, and whether or not they are currently engaged and marketable. By showing how the customer base is evolving, the PVS helps marketers determine where to invest their budgets to retain or reactivate customers, not just acquire new consumers. This view makes marketers better budgeters and decision makers. When marketing proposes its plan – and must defend budget and spend – a Portfolio Value Statement gives them a more compelling argument than ever before. For the first time, marketers can present a plan based on accurate forecasts for long term revenue that will grow the entire customer portfolio for years ahead. Viewing the health of the customer database as a whole and by segment shows marketers the value of each group and how speaking to them accordingly will impact the bottom line. The PVS breaks down customer portfolios into actionable, behavior-based segments.

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Six Ways to Take Customer Journey Mapping from Design to Execution

Posted by fidest press agency su domenica, 20 ottobre 2019

In the age of Amazon and Apple, every business is operating in a new relationship era – one where an ability to understand and impact the customer experience holistically is the source of sustained competitive advantage. Join Point B, an integrated management consulting, studio, venture investment, and real estate development firm, on October 23rd for an impactful, 15-minute discussion on six specific ways to improve customer experience through effective design and execution of customer journey maps. The complimentary webinar, “Spotlight On: Customer Experience” takes place at 11:00 AM Pacific Time, and is relevant for leaders responsible for strategy, performance, innovation across all industries.
Customer journey mapping is a highly-effective method for capturing and impacting a customer’s experience and sharing it across your organization. It works for everything from providing triage for baseline customer expectations to uncovering unmet market needs that can inform new products. Unfortunately, many journey mapping efforts end up as pretty presentations with good ideas that never translate to solutions and never benefit the end customers they were built to understand and serve.  Point B experts Mason West, Kevin Knowles and Daniel Hoang will cover effective practices for engaging teams in Customer Experience research, how to translate journey map insights into effective execution roadmaps and how to get the most out of existing teams and when to look for help from the outside.

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SoftBank Chooses Medallia as Customer Experience Platform

Posted by fidest press agency su domenica, 29 settembre 2019

Medallia, Inc. (NYSE: MDLA), the global leader in experience management, today announced that SoftBank has selected Medallia to drive the company’s telecommunications retail customer experience strategy.Since its founding, the SoftBank Group has sought to use the Information Revolution to contribute to the well-being of people and society. With Medallia, SoftBank is enabled to reimagine customer experience and improve the journey customers have with their brand.
Medallia is the pioneer and market leader in Experience Management. Medallia’s award-winning SaaS platform, the Medallia Experience Cloud, leads the market in the understanding and management of experience for customers, employees and citizens. Medallia captures experience signals created on daily journeys in person, digital and IoT interactions and applies proprietary AI technology to reveal personalized and predictive insights that can drive action with tremendous business results. Using Medallia Experience Cloud, customers can reduce churn, turn detractors into promoters and buyers, and create in-the-moment cross-sell and up-sell opportunities, providing clear and potent returns on investment.

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Water Utility Residential Customer Satisfaction Study

Posted by fidest press agency su lunedì, 9 settembre 2019

Indiana American Water, a subsidiary of American Water Company (NYSE: AWK), today announced it has received the J.D. Power award for ranking highest in customer satisfaction among water utilities in the Midwest according to the J.D. Power 2019 Water Utility Residential Customer Satisfaction StudySM.The Water Utility Residential Customer Satisfaction Study, now in its fourth year, measures satisfaction among residential customers of 89 water utilities that deliver water to at least 400,000 customers and is reported in four geographic regions: Midwest, Northeast, South and West. Overall satisfaction is measured by examining 33 attributes in six factors (listed in order of importance): delivery; price; conservation; billing and payment; communications; and customer service.“Our employees are truly customer obsessed,” said Indiana American Water President Matt Prine. “They work hard to deliver exceptional service and water quality each and every day to all of our customers across the state. I am proud of the work they do and the commitment we have to customer satisfaction. Thank you to our customers for their rating of our team.”According to a J.D. Power news release on the study, the Environmental Protection Agency (EPA) estimates that $473 billion in drinking water infrastructure investment will be needed during the next 20 years as aging pipes and treatment and storage facilities require upgrades and replacement. They also noted that, the ability of water utilities to successfully manage that process will increasingly be determined by how well they communicate with customers while also minimizing service interruptions and quality issues. According to Prine, “Indiana American Water has invested more than $870 million in its water and wastewater infrastructure during the last decade to maintain and enhance service, water quality, system reliability and fire protection capabilities for customers while keeping the cost of water service for most households their most affordable utility bill at about a penny per gallon.

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Maxar Technologies Signs Contract Renewal with International Defense and Intelligence Customer

Posted by fidest press agency su giovedì, 5 settembre 2019

Maxar Technologies (NYSE:MAXR) (TSX:MAXR), a trusted partner and innovator in Earth Intelligence and Space Infrastructure, today announced that it has signed a delayed contract renewal in its Imagery segment with an International Defense and Intelligence customer, as described in the second quarter 2019 earnings call presentation. The contract renewal encompasses services that Maxar began providing on Feb. 1, 2019, and will provide through Jan. 31, 2020.Maxar is a trusted partner and innovator in Earth Intelligence and Space Infrastructure. We deliver disruptive value to government and commercial customers to help them monitor, understand and navigate our changing planet; deliver global broadband communications; and explore and advance the use of space. Our unique approach combines decades of deep mission understanding and a proven commercial and defense foundation to deploy solutions and deliver insights with unrivaled speed, scale and cost effectiveness. Maxar’s 5,900 team members in 30 global locations are inspired to harness the potential of space to help our customers create a better world. Maxar trades on the New York Stock Exchange and Toronto Stock Exchange as MAXR. For more information, visit

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Mouser Electronics Opens New Customer Service Center in Vietnam

Posted by fidest press agency su mercoledì, 31 luglio 2019

Mouser Electronics, Inc. today announced the opening of its Vietnam Customer Service Center, in Ho Chi Minh City. This new customer service center, located in the iconic Bitexco Financial Tower, will support local electronic design engineers, buyers and hardware innovators, helping them to locate the newest products for their designs. Mouser now has 26 service locations worldwide, with 10 locations in the Asia Pacific region.The electronics industry in Vietnam has seen rapid growth in the past decade and is quickly becoming an important hub for global original equipment manufacturers (OEMs) and electronics manufacturing services (EMS). Ho Chi Minh City, the country’s largest city, hosts many electronics markets and an increasing number of manufacturing services that have spurred demand for electronic components.As the global authorized distributor with the newest semiconductors and electronic components, Mouser gives design engineers, buyers and innovators easy access to the newest electronic components and comprehensive design resources. The Services and Tools site, available on, makes it easy for customers to search for products, personalize their orders and access their previous purchases, helping to speed time-to-market. With real-time availability 24 hours a day, 7 days a week, the site’s many resources offer unique capabilities that help customers in their design and creation processes.Mouser has been offering products and services to engineers across Vietnam through its comprehensive website,, as well as via phone, email and fax. The new customer support center will better support existing customers while also enhancing Mouser’s overall marketing efforts to serve new customers in the area.With its broad product line and unsurpassed customer service, Mouser strives to empower innovation among design engineers and buyers by delivering advanced technologies. Mouser stocks the world’s widest selection of the latest semiconductors and electronic components for the newest design projects. Mouser Electronics’ website is continually updated and offers advanced search methods to help customers quickly locate inventory. also houses data sheets, supplier-specific reference designs, application notes, technical design information, and engineering tools.

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Zendesk Releases Benchmark Reports on the Biggest Gaps in Customer Experience for Small and Midsize Companies

Posted by fidest press agency su sabato, 27 luglio 2019

Zendesk, Inc. (NYSE: ZEN) today released new research and insights from more than 9,000 small and midsize companies, analyzing the gaps between companies’ perceptions of the customer experiences they deliver and the reality. While results indicate differences in small and midsize businesses’ ability to meet the growing expectations of customers, one discovery is consistent: fast-growing companies are more likely to take an omnichannel approach, offering a seamless and connected experience for communicating with customers across multiple channels.Acknowledging the need to provide support over the same channels customers use to communicate with family and friends, more than two-thirds of customer experience leaders at both small and midsize businesses say they evaluate success based on providing multiple ways to contact customer service. However, less than 35 percent are truly omnichannel, highlighting that many companies are failing to deliver on the customer experiences they know are important. In fact, the midsize companies outpacing their peers in growth are nearly 60 percent more likely to take an omnichannel approach to customer service while growth leaders in the SMB group are 41 percent more likely to be omnichannel.
Another surprising finding: while more than 50 percent of leaders say offering self-service is important, only 15 percent of midsize teams and 9 percent of small businesses let customers find answers themselves, according to leaders at these companies. This means that few midsize businesses and even fewer small businesses utilize self-service capabilities to allow customers to easily address their own questions and save support agent resources for more complex requests.For both small and midsize companies, Zendesk Benchmark research and survey results also reveal a disconnect in the ability to understand customer data across the business. Many companies are underutilizing apps and integrations to track key customer data even though leveraging customer data from priority areas such as social media, customer surveys, and more would give support teams the insights needed to improve customer engagement. Two-thirds of SMBs aren’t even collecting customer satisfaction scores.

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PolyExplore Announces DeepMap as a New Customer

Posted by fidest press agency su giovedì, 6 giugno 2019

Polynesian Exploration (PolyExplore), a manufacturer of economical high-precision navigation solutions for autonomous vehicles, announced that DeepMap is utilizing the company’s PolyNav2000 GNSS/INS rover for research and development related to mobile high-definition mapping.“We are delighted to work with DeepMap toward a shared vision of safe autonomy,” said Dr. Senlin Peng, Polynesian Exploration CEO. “The Polynav2000 family is ideal for unmanned aerial vehicle (UAV) and autonomous vehicle applications in urban environments.”“HD mapping for autonomous driving typically requires five to ten-centimeter accuracy. DeepMap is using PolyExplore products to achieve these accuracy levels and bring safe autonomy to the market,” said James Wu, Co-Founder and CEO of DeepMap.
Polynesian Exploration Inc., a leading navigation company, was founded in Silicon Valley in October 2016. The company launched its high-accuracy navigation solutions for demanding applications such as autonomous driving and UAVs on July 1st, 2017.

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Falkonry Expands Customer Base in Korea as Demand for Predictive Operations Surges

Posted by fidest press agency su mercoledì, 17 aprile 2019

Falkonry, Inc., the leading provider of predictive operations technology, today announced that it has expanded its customers base in Korea as more companies in the region turn to machine learning to improve uptime, yield, quality and safety in their operations. Falkonry also announced that it is bringing its recently announced Edge Analyzer to the Korean market, which is a portable, self-contained engine enabling predictive models to be deployed on edge devices.Falkonry demonstrated its commitment to the Korean market in 2018 when it announced a distributor partnership with KOLON BENIT. Since that time, Falkonry has experienced increasingly strong demand from Korean manufacturers who want to improve their operations, particularly in the semiconductor, automotive, chemicals and manufacturing industries. The company has extensive experience in these markets where its Falkonry LRS system has proven to deliver 5-10 times annual ROI in a wide range of industries. Some use cases can be found at this link.“In response to the growing demand for our predictive operations Korea, Falkonry is increasing its marketing, sales and support in the region, which will include a customer roadshow in the second half of this year,” said Dr. Nikunj Mehta, Founder and CEO of Falkonry. “With analysts such as McKinsey & Company predicting that the next 20 percent productivity rise in operations will come from digital analytics, there are significant opportunities for Korean manufacturers to improve their industrial operations with machine learning, and then scale those benefits all the way to the edge.”

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Ferns N Petals Opens up a New Gift Shop in Abu Dhabi – A Customer Friendly Move

Posted by fidest press agency su martedì, 16 aprile 2019

Ferns N Petals, World’s largest florist chain and leading online gifting portal with its delivery services across UAE, India and 70 more countries, has recently opened a new retail outlet in Abu Dhabi on 1st April. This move is in line with company’s expansion strategy in the UAE. With the new retail gift shop in Abu Dhabi, customers can now see the products physically and also get them custom made as per their choice. It will also give them the immediate satisfaction of taking items home with them.The Company has also started fixed time delivery, two-hour delivery, midnight delivery, and morning delivery services in Abu Dhabi on most of the gifts and other products, such as flowers, cakes, plants, chocolates, perfumes, and personalised gifts. Earlier, these special delivery services were only available in Dubai. It will offer an excellent shopping experience to customers and allow them to get gifts delivered to their loved ones in a fixed time frame. If customers are looking for last minute gift delivery options then they can get gifts and flowers delivered to the doorstep of their loved ones via FNP’s two-hour delivery service in Abu Dhabi.Talking about the new retail outlet in Abu Dhabi, Rajesh Kumar, Business Head, Ferns N Petals, UAE said, “Expanding our retail footprints across the UAE is a part of our commitment to increase proximity to our customers across the communities and locations. And opening a retail outlet in Abu Dhabi does put us in a better position to cater to a vast audience. This will also help us grow our orders for Abu Dhabi by 30-40% in this Financial Year. The expansion plan will also see addition of more operation centers across the Gulf, particularly in Saudi Arabia and Oman. Kingdom of Saudi Arabia is a big market with a fast-growing segment for Gifting Items.He further added, “Due to opening of our physical gifts and flower shop in Abu Dhabi, we will be able to serve customers on all major occasions like Mother’s Day, Ramadan etc. with last minute ordering as well. We are also launching a new range of Ramadan hampers to cater the corporate segments this year during the festive season.”

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Customer Appreciation Event at Carnegie Science Center

Posted by fidest press agency su domenica, 10 febbraio 2019

Pennsylvania American Water announced today that the company is hosting a customer appreciation event March 2 – 3, 2019, at Carnegie Science Center. All Pennsylvania American Water customers are eligible for a discounted general admission of $5 per person for up to four guests during the two-day event.Pennsylvania American Water is the sponsor of the real-time data monitor in the “H2Oh!: Why Our Rivers Matter” exhibit gallery, which presents data from river monitoring systems including temperatures, pH, and water level from local rivers.Visitors also will have to the opportunity to meet members of the Pennsylvania American Water team on March 2, who will be there to answer questions and offer a variety of water-related activities and giveaway items. Customers must present a Pennsylvania American Water bill to receive the discounted admission. The reduced entrance fee is not valid with any other offer or group visits.Carnegie Science Center is located at One Allegheny Avenue, Pittsburgh, PA 15212 and open to visitors seven days per week from 10 am – 5 pm.
Pennsylvania American Water, a subsidiary of American Water (NYSE: AWK), is the largest investor owned water utility in the state, providing high-quality and reliable water and/or wastewater services to approximately 2.4 million people. With a history dating back to 1886, American Water is the largest and most geographically diverse U.S. publicly traded water and wastewater utility company. The company employs more than 7,100 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to an estimated 14 million people in 45 states and Ontario, Canada. American Water provides safe, clean, affordable and reliable water services to our customers to make sure we keep their lives flowing.

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Millennials and Gen Z Driving Major Shifts in Customer Expectations According to a New Study Commissioned by Zendesk

Posted by fidest press agency su venerdì, 14 dicembre 2018

Zendesk, Inc. (NYSE: ZEN) today released a new study that quantifies the business impact of customer service in the U.S., UK, France and Germany. Based on surveys of more than 2,500 consumers in four countries, the findings revealed generational differences in customer support channel preferences. Channels other than email and phone continue to gain popularity, especially among Millennials and Gen Z who have distinct preferences and expectations compared to Gen X and Baby Boomers.According to this study, 67 percent of U.S. respondents have used live chat, social media, or texting for customer service. Among Gen Z and Millennials, 46 percent and 47 percent respectively have used social media to communicate with customer service in the past year — compared to only 7 percent of Baby Boomers and 26 percent of Gen X. More than a third (36 percent) of Gen Z consumers prefer social media for simple inquiries compared to only 5 percent of Baby Boomers. The U.S. report also offers new insights into how consumer expectations have changed over the last five years. Nearly two-thirds (65 percent) of those surveyed say they expect customer service to be faster than it was five years ago and 89 percent say a quick response to an initial inquiry is important when deciding which company to buy from. More than half (51 percent) will wait less than an hour before trying a second contact method if they haven’t heard back and 10 percent will try another contact method after less than five minutes. “While customer service issues are common, it is how and when a company resolves problems that will profoundly impact future purchases,” said Diane Hagglund, founder and principal, Dimensional Research, the market research company Zendesk commissioned for the study.

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Vidyo to Feature Customer and Partner Presentations on Telehealth Use Cases and Trends at ATA18

Posted by fidest press agency su mercoledì, 2 maggio 2018

Vidyo, Inc., the leader in embedded video technology, today announced plans for its exhibition at ATA18, held April 29-May 1 in Chicago. The company’s extensive presence at ATA18 will feature presentations from partners and customers in the Presentation Theatre at Vidyo’s exhibition booth, showcasing a variety of use cases and technologies that demonstrate the benefits derived from Vidyo technology and its interoperability with other leading healthcare technology providers.“The continuum of care is no longer bound by face-to-face proximity. Our customers and partners can offer a seamless experience across every step in the patient journey,” said Vidyo’s Chief Marketing Officer, Elana Anderson. “Our presence at ATA18 is a great demonstration of this, and it underscores our dedication to power clinical efficiency and efficacy for better patient outcomes at a lower cost.”Vidyo CEO Michael Patsalos-Fox will participate in a panel, titled “Designing the Future of Healthcare: Telemedicine Leadership from A to Z – And Spots In-Between” on Monday, April 30 at 10:15 a.m. CT (Experience Zone, Booth 1034). Patsalos-Fox will be joined on the panel by executives representing Advanced ICU Care, Zipnosis, and Medtronic. This panel will discuss the status of telemedicine, key impediments to broad scale acceptance, and a vision of its future, with an accent on clinical rather than direct-to-consumer opportunities. Anderson, as well as Brian Young, Director Healthcare Solution Marketing, will serve as Conference Champions, facilitating two educational sessions at the conference. In its exhibition booth Vidyo will host feature presentations throughout the event, with sessions presented by partners including Iron Bow, Telehealth Management, Honeywell, HP, Mobile Heartbeat, Avizia, AMD, Cerner and Vision Flex.

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Consum Adopts Manthan’s Prescriptive Analytics Solutions to Elevate Omnichannel Customer Experience

Posted by fidest press agency su domenica, 22 aprile 2018

Manthan, a global leader in AI-powered advanced analytics solutions and a recognized innovator in bringing path-breaking, intuitive solutions to retailers worldwide, today announced a major win in Spain. Consum, the Co-operative with many Consumer Partners in Spain, has adopted Manthan’s Customer Marketing solutions to deliver highly personalized omnichannel experiences for over 3 million customers across their 680 supermarkets.Consum, known for its focus on differentiated retailing, chose prescriptive analytics solutions from Manthan to enhance the complete shopping experience for its customers. Manthan’s solutions helps Consum build unique and personalized engagement with shoppers, online and offline by understanding their needs, interests, preferences and contextualizing messages that impact buying decisions.Manthan’s Customer Marketing Solution helps the Spanish retail major with the following:Build a single view of the customers, understand shopper behavior, hone in on customer preferences, predict trends and comprehend customer choices.
Drive traffic to the stores and encourage online visits with personalized promotions of products and brands, as well as promote new launches that align to customer preferences.
Personalize web page content by recommending right products, similar products, related products and offers based on past purchase, browser behavior, buyer context and customer preferences to drive conversions.Drive better engagement, by dynamically displaying offers on ingredients, products based on recipes viewed by visitors.Integrate the different systems and applications that manages the loyalty program “Mundo Consum”. “Manthan’s analytics solutions are instrumental in driving intelligent, consistent and relevant personalized engagement with our customers, across channels, to deliver a differentiated experience,” said Fernando Gisbert, Loyalty Director Consum.Manthan has partnered with Cognodata, a leading consulting firm with a unique blend of data science and retail specific experience, to provide retailers and consumer businesses in Europe and Latin America the competitive edge with AI-powered prescriptive analytics. “As we help enterprises with customer-oriented strategies and support their digital transformation initiatives, Manthan’s analytics capabilities and solutions are a natural fit that blend perfectly with our offerings,” said Daniel Encinas, Managing Partner Cognodata.
“Cognodata is a strategic partner for us. Their deep industry experience, customer science expertise combined with Manthan’s goal of enabling truly customer obsessed retailing will be invaluable for consumer businesses across Europe and Latin America,” said Sanjay Kupae, AVP, Partner and Alliances, Manthan.

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Menara Networks Announces Customer Sampling of its 200G Digital Coherent CFP2-DCO Transceiver

Posted by fidest press agency su giovedì, 15 marzo 2018

Menara Networks, an IPG Photonics business and a vertically integrated provider of IP/Ethernet DWDM transport solutions, today announced it is now sampling its Coherent CFP2-DCO transceivers to selected customers.Based on an advanced 16 nm Coherent Processor, Menara’s Digital CFP2-DCO “system-in-a-module” provides complete DWDM coherent transmission for 100G and 200G per wavelength in a CFP2 MSA small form factor. It performs all necessary adaptive PM-QPSK and PM-QAM 16 modulation, digital signal processing for linear and non-linear fiber impairments compensation, G.709 compliant OTN framing, and a multitude of hard and LDPC-based soft decision forward error correction encoders/decoders. Compatible with 100GE, CAUI, OTL4.10, and OTL 4.4 interfaces, Menara’s Coherent CFP2-DCO is full C-band tunable and supports ITU-T G.694.1 6.25 GHz Flexible Grid. With maximum versatility, it enables ZR, Data Center Interconnection, Metro and Long Haul applications.”Building on a long track record of bringing high performance optical modules with advanced functionalities to the market, Menara’s engineering team successfully integrated all necessary functions for digital coherent transmission in a CFP2 form factor,” said Salam ElAhmadi, Menara Networks CTO & VP of Engineering. “CFP2 smaller foot-print not only doubles the faceplate density but also improves 200G coherent transmission economics.”Menara Networks is showcasing its Hytham line of digital coherent modules live on a 200 km repeater-less fiber link featuring IPG Photonics’ industry-leading compact hybrid EDFA/Raman Optical Services Transport Platform (OSTP) at booth # 4423 on the exhibit floor of the Optical Fiber Communications from March 13-15, 2018 at the San Diego Convention Center. Also showcased live is the company’s Atlas line of full C-band tunable, industrial temperature grade 10G SFP+ and XFP modules with integrated OTN framing and Forward Error Correction based on the company proprietary ASICs.

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Mobile Data Drives New Customer Insights

Posted by fidest press agency su lunedì, 15 gennaio 2018

Natali a New York (2)New York. Esri, the world leader in spatial analytics, and UberMedia, provider of the highest quality mobile data business solutions, today announced a partnership to provide retailers with location-specific mobile data. This data enables retailers to better understand where their customers are coming from, and the behaviors and movements exhibited in the path to purchase. Mobile data, enriched with Esri’s Tapestry, provides unique context to this data about customers that allows retailers to be more precise in the assortments, offers, and services they offer in their local stores and on customers’ devices.Consumers can research, shop, purchase, and receive products from retailers anywhere at any time. The key to growing market share and sales is delivering experiences that are personal and relevant. By leveraging Esri’s location intelligence capabilities together with UberMedia’s mobile commerce solutions, retailers can create more specific, personalized, and localized offers to customers. “The adoption of mobile technology is creating new data streams that can provide retailers with an unprecedented amount of information about who their shoppers are and how to bring them further into the fold,” said Doug Shaddle, Director of Sales for UberMedia. “By partnering with Esri to provide the unique visualizations and insights needed, retail customers can quickly analyze and act on the information to deliver the right offer, at the right time, to the right customer.”As mobile commerce and the Internet of Things (IoT) continue to mature, the ability to make sense of seemingly unconnected data sources about stores, inventory, shopper traffic patterns, digital offer success rates, and even social media interactions will require a new level of context that only location can provide.“To compete in today’s disruptive retail environment, retailers must not only understand who their customers are and what they buy, but where they live, work, and shop,” said Gary Sankary, Head of Retail for Esri. “By layering mobile data onto the ArcGIS platform, we can provide a precise picture of the customer’s behavior to help retailers understand why things happen where they do, so they can adjust their strategies accordingly, particularly when armed with data about competitors.” By combining consumer data with spatial analytics and mobile capabilities, Esri can deliver the precision detail required to improve the overall customer experience and give consumers more reasons to shop.Retailers are invited to visit Esri and UberMedia during the National Retail Federation (NRF) 2018 Retail’s Big Show to see a firsthand demonstration.

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Inside Secure Delivers Strong Customer Authentication for Visma Solutions

Posted by fidest press agency su domenica, 3 dicembre 2017

Paris-antenne-vue-eiffel-tourInside Secure (Paris:INSD), at the heart of security solutions for mobile and connected devices, announces today that Visma Solutions, the leading Finnish software as a service (SaaS) provider, has chosen Inside Secure’s mobile strong authentication and payment authorization service for its Netvisor ID and other online services.Inside Secure Strong Authentication, formerly known as MePIN, is a white label authentication platform for large service providers and a ready-to-go authentication service for small and medium-sized services. The future proof technology provides a complete universal online authentication platform, enabling online services to use the authentication methods and policies that best suit their needs.
Netvisor ID is a mobile application that functions as a convenient public key certificate enabling digital signatures of transactions. Inside Secure’s solution helps Visma to protect user logins and transactions to make the authentication process a convenient user experience. The solution also enables payment and other transaction authorization, complying with the upcoming PSD2 directive. ”Netvisor simplifies and secures online logins allowing users to authenticate access with a PIN or fingerprint swipe in the mobile application,” said Janne Lyytikäinen, product director of Visma Solutions. ”Inside Secure’s solution helps Visma provide better ways to strongly authenticate their international users, where they don’t have Finnish bank accounts that are used to authenticate those customers. Early feedback from users is quite positive, especially appreciating the fingerprint authentication option.””Users expect a great experience with all of their mobile applications,” said Markku Mehtälä, vice president of authentication at Inside Secure. “Our Strong Authentication solutions are especially good at combining strong security and usability, and support the strategy of Inside Secure to become a major player in the security as a service market.”

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Benefit Management Solutions Employs NewVoiceMedia to Strengthen Its Voice of the Customer Initiative

Posted by fidest press agency su lunedì, 28 agosto 2017

NewVoiceMedia, a leading global provider of cloud contact center and inside sales technology that enables businesses to have more successful conversations, today announced that New York-based benefits administration company Benefit Management Solutions is using ContactWorld for Service to enhance its contact center operations and customer experience. Benefit Management Solutions, which delivers full-service, resource-intensive benefits administration and outsourcing, has been driving business innovation as part of a voice of the customer initiative. The company chose ContactWorld for its integration with Salesforce Service Cloud and to replace its on-premise contact center system that relied on siloed solutions for call monitoring and call recording.ContactWorld will provide Benefit Management Solutions with a unified source of truth for customer data, as well as easy access to call recordings, greater visibility into contact center operations, disaster recovery and automatic call logging. Additionally, the technology’s dynamic call routing and IVR self-service capabilities will allow agents to provide a more efficient, personalized customer experience.“We wanted to invest in a CTI solution to improve efficiencies, not only for the employees and dependents of our clients but also for our team,” says Christopher Fletcher, Benefit Management Solutions CEO. “In NewVoiceMedia, we recognized a solution that could streamline the way we manage inbound and outbound calls with our customers, and a partner we could grow with as we continue to focus on cloud-based strategies that positively impact our business.”Tim Pickard, SVP Marketing at NewVoiceMedia, added, “We are excited to be working with Benefit Management Solutions as we continue our rapid growth in North America. ContactWorld’s integration with Salesforce Service Cloud and scalable technology will allow the company to deliver more personal, efficient and cost-effective service as it continues growing its business.”

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Oracle Helps Organizations Power Customer

Posted by fidest press agency su martedì, 1 settembre 2015

OracleOracle unveiled significant new functionality within Oracle Service Cloud and Oracle Social Cloud that helps organizations deliver better customer experience and drive more informed business decisions. The new social customer service capabilities enable brands to increase social engagement and business insights via a new community self-service solution, enhanced social service and incident routing, and extended social listening and analytics capabilities to private data sources.Today more than one in three customers prefer to contact brands through social channels rather than by phone or email (Nielsen), and the distinction between social and traditional channels is eroding. To deliver the best possible customer experience across this expanding range of traditional and digital channels, customer care organizations need to provide a positive and unified experience where and when customers want, whether they are on Twitter, Facebook, customer communities or other social networks. Through a unified and modern customer experience across channels, organizations establish a competitive advantage.The latest release of Oracle Service Cloud includes Community Self-Service, a new approach to web self service that brings community functionality directly into the core multi-channel web experience. Oracle Service Cloud now enables organizations to deliver a seamless experience between web service and community interactions, leveraging the power of customer knowledge to improve service operations. This helps organizations streamline the customer journey and lets customers quickly find an answer, while also driving efficiencies by reducing the overall requests to the contact center.The latest enhancements to Oracle Social Cloud and Oracle Service Cloud extend Oracle’s commitment to help organizations leverage social channels to enhance the customer experience and build on the recent introduction of Oracle’s Twitter-enriched social customer service solution.Gartner’s research indicates that investment in Peer-to-Peer Communities drives support costs down and boosts profits. In fact, in a December 2014 research note, Nine CRM Projects to Do Right Now for Customer Service, “Gartner clients who are successful in this space are still seeing on average a 20% reduction in the creation of support tickets following the introduction of peer-to-peer communities,” wrote Michael Maoz, Vice President, Distinguished Analyst, Gartner. “Clients are seeing other business benefits as well. By enabling community-based support, clients have been able to recognize new sales opportunities and increase existing customer satisfaction, resulting in increased revenue in several of these cases.”Oracle is also introducing new workflow and automation capabilities between Oracle Social Cloud and Oracle Service Cloud that empower organizations to leverage the power of social insights and engagements. Business users can now attach contextual attributes and notes generated from posts or incidents identified by Oracle Social Cloud directly to the Oracle Service Cloud. By providing more customer information and context, organizations can improve service quality, drive efficiencies and improve resolution time as social posts are shared with the appropriate agents quickly.
The improved connectivity between Oracle Social Cloud and Oracle Service Cloud includes extended social listening and analytics to enterprise private-data sources such as the new Community Self-Service capability, survey data, chat and call logs. Organizations can now listen and analyze unstructured data and gain insights with terms, themes, sentiment and customer metrics, and can view private and public data side by side in the Oracle Social Cloud Relationship Management dashboard.“In today’s hyper-competitive business environment, understanding the voice of the customer is essential to providing exceptional experiences, whether on public social networks, across communities, or within high-touch contact centers,” said David Vap, group vice president, product development, Oracle. “The updates to the Oracle Service Cloud and Oracle Social Cloud help businesses listen, identify and track social conversations, enabling them to quickly and efficiently respond to customers looking for answers, which helps foster a loyal group of brand ambassadors.”

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Drive Now Flexible London Carsharing Expand Fleet with 30 EVs

Posted by fidest press agency su mercoledì, 20 maggio 2015

london-centralLondon, UK Today saw the launch of 30 BMW i3’s into London’s DriveNow carsharing service, the BMW / Sixt joint venture offering one-way flexible carsharing in the North London boroughs of Islington, Hackney, Haringey and Waltham Forest. Following their launch in December 2014, this takes their growing fleet total to 270 vehicles being used across the boroughs, offering residents and businesses a viable alternative to use of private cars with it’s on demand, pay per use model.
Today’s announcement means that over 11 percent of the fleet are full electric vehicles, as part of the exclusively BMW / Mini fleet of vehicles, making it London’s largest fleet of shared electric vehicles in a car club. Using the i3 will be a great move for the London carsharing customer, not least because of the emission free driving, but also the chance to test the new technology. The i3 is widely regarded as one of the most innovative EV’s on the market today, built with urban mobility at the heart of its development, and could become a truly important London carsharing vehicle as DriveNow grows. There are already over 10,000 members of the service in London alone, who will be given the opportunity to use the vehicles at competitive prices, in turn promoting the benefits of EVs to an increasing member base and local residents. There are several reasons that DriveNow have chosen to use the i3 in the carsharing fleet. As well as to improve the customer offer, with the new technology and highly acclaimed vehicles, which are also exempt from congestion charge (allowing more use cases), it is an opportunity to increase the marketing of the service, and gain operational insight into the use of EVs in their carsharing fleet. The marketing potential is not just related to the zero emissions from the vehicles and leveraging the new BMW model, but also to promote the benefits and potential application of electric vehicles to their customers of tomorrow. As more DriveNow customers understand how to use an EV in London, the more likely they will be to go and purchase one when they need their own private vehicle, is the theory, which may be more likely to be a BMW vehicle. It also educates Londoners on how to use the vehicles, a necessary intervention to drive behaviour change in cities to overcome range anxiety in particular, as well as operational concerns such as how to use the charging infrastructure. Given free driving credit will be offered to customers in return for charging the vehicles at the end of a rental, there is a good incentive to do so. Finally but importantly, it provides the opportunity to DriveNow to fully understand the operational pros and cons of using EVs in their flexible carsharing fleet. It is well documented that EVs currently cost more than the average combustion engine vehicle. Indeed, the list price of an entry level i3 vehicle at the time of writing is £30,980, compared to ~£20,000 for a BMW 1 series or £16,000 for a Mini Cooper (the other vehicles that make up the majority of the DriveNow fleet). Whilst this makes the business case more challenging, the main concern in London at present exists around the charging infrastructure. Of course, taking 4-6 hours to recharge wipes out a considerable proportion potential utilisation, but more importantly complications with the maintenance and contractual obligations in the transfer from TfL to private operator IER has led to as much as 35 percent of the charging stations unavailable due to faults. Given the fact that IER also operate carsharing firms in France, each London carsharing operator including DriveNow will be seeking clarifications from the local authorities as to the access and payment model to ensure a fair playing field is achieved. What is clear though from this announcement and the continuation of EV carsharing schemes around the globe, is that EV carsharing offers carsharing providers and particularly OEMs a great opportunity to leverage zero emission vehicles in high frequency urban use, and gives the city policy makers the potential to begin a shift from combustion engine to EV fleets by educating a wide pool of customers (carsharing members) with a small fleet of vehicles. Only a few months after launch, DriveNow have over 37 members to each of their vehicles, and exceed 100 members to vehicles in their developed market of Germany, thus using the opportunity to showcase their new EV to as many potential future EV customers as possible. With over 13 percent of global carsharing vehicles being electric already, Frost & Sullivan expect this to exceed 30 percent of carsharing fleets by 2020 given an increased entry from OEMs and support from city authorities to deliver EVs in carsharing fleets, such as parking/charging infrastructure incentives for example.

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