Customer Service

• Latest update consolidates Celebrus as enterprise CDP of choice for banking and insurance sectors
• Integration with Adobe Experience Cloud augments leading digital marketing platform with streaming customer data
• New Audience Segmentation feature enables advanced targeting of individuals even when they have left a site or app
• Latest connector supports creation of Custom Audiences in Google and Facebook
• Hadoop capabilities extended with enhanced support for Hive open-source data warehouse

Sunbury-on-Thames, 19th April 2018: D4t4 Solutions Plc has announced general availability for the latest release of its leading Cele

New York, NY: 29 January 2018: The State of CX survey, run by Confirmit and Engage Business Media, has revealed that customer experience (CX ) professionals are right to put ROI, data integration and executive buy-in top of the CX "wish list" for 2018.

The research found that despite increasing recognition of the importance of taking a customer-centric approach to business and investment in CX programs, ROI is the biggest area of failure with only 20% of companies scoring 9 - 10 for seeing a ROI, and 14% scoring 0-2.

Monday, 22nd January 2018: Nearly one in two people say technology fails them once a week or more, a new study commissioned by CRITICAL Software has revealed.

The OnePoll survey of 2,000 people also found that only half of people think the tech in their lives is properly tested before being sold, despite 98% stating that the reliability of the tech they use is important.

95% of people say that having technology properly tested by industry experts is important – much more than those who stress the importance of the brand behind the tech (73%), where it was purchased (70%), or where it was made (61%).

Boston – Oct. 30, 2017 – A new survey of contact center agents conducted by Semafone reveals the dire state of contact center data security. Drawing responses from more than 500 agents across industries around the globe, the survey shows that a concerning number of contact centers rely on outdated, risky practices for customer interaction, data collection and fraud prevention. This exposes organizations to inside and outside security threats, and puts sensitive customer information at risk for brand-damaging data breaches.

AUSTIN, TX – October 30, 2017 – AllClear ID, the industry leader in customer data breach notification and response, today announced it was recognized as a “Leader” in The Forrester Wave™: Customer Data Breach Notification And Response Services, Q4 2017 report by Forrester Research, Inc. AllClear ID is one of two Leaders recognized in the report.

Forrester Research, Inc. determines the ranking based on 18 criteria evaluating each provider’s current offering, strategy, and market presence. The report states that AllClear ID’s “core business is customer breach notification and response services…[and] puts a heavy emphasis on prevention and planning.”

Today Cloud IQ, the effortless commerce platform, unveils its latest research report, Me, Myself & I: The Individualization Imperative. The report identifies customer experience pain-points and attitudes to data sharing and how brands are faring in the UK, US and Australia. This research explores how personalization is not cutting it with consumers and as such how individualization is emerging to benefit both consumers and brands. Consumers are sending a strong message to brands with 69% of consumers wanting an individualized experience, and two-thirds expecting it, and yet only 40% of brands actually offer one today.

LONDON, 19 October, 2017 – More than half (52 percent) of UK consumers think fraud is an inevitable part of shopping online, according to new research conducted by Paysafe, a leading global payments provider. In a wake-up call for online business, the Lost in Transaction report contradicts the widely-held belief that consumers value convenience and experience over security when shopping online. Instead, 60 percent of consumers are willing to accept any security measures needed to eradicate fraud, while two thirds (65 percent) are open to the introduction of more secure payment processes such as two-factor authentication. 

PETERBOROUGH, NH – June 27, 2017 – 91 per cent of IBM i users questioned in a new poll said offering a greater choice of ways in which customers could interact with their companies – such as web and mobile self-service – would help improve customer engagement, and over half (54 per cent) said they are planning to introduce new customer engagement channels within the next three years. The research reveals, however, that initiatives such as this are being tested by cost considerations and IBM i skills shortages, as well as worries about making changes to core business systems.