This Report provides a maturity model for the service experience in contact centers, looking ahead to the next 15 years.

It describes how AI can and should be used, application by application, to enhance contact center performance and provides recommendations and best practices for implementing AI-enabled solutions. It offers both a strategic perspective and tactical guidance to help companies realize the maximum benefits from their AI initiatives.

Emplifi, the leading unified customer experience platform, today announced a new growth equity investment led by Sixth Street Growth, with participation from the LionTree merchant bank at a valuation of more than $1 billion.

Backed by Audax Private Equity (“Audax”), customer experience (“CX”) leader Emplifi provides brands with an end-to-end platform for social marketing, social commerce and social care. Emplifi brings together more than 20 years of experience, global operations, and a customer base of 7,000 top global brands, including Delta Air Lines, Ford Motor Company and McDonald’s. E

AskNicely, a leader in customer experience software for service businesses, today announced the results of its 2022 State of Frontline Survey. Conducted by Metrigy, and inclusive of 215 service businesses in the US, UK, Canada and Australia, the first-of-its-kind report identifies four key areas where companies can invest in empowering their frontline teams to significantly increase ROI from their customer experience (CX) investments. AskNicely Head of Marketing, Robert Galop, will present the findings in depth at the virtual Global Frontline Experience Summit taking place Wednesday, Feb 16,

Paris Cole, chief executive officer for Truckstop.com, announced his retirement effective on April 1, 2022, and he will remain a member of the company’s board. Chief Operating Officer, Kendra Tucker, has been appointed as Cole’s successor.

Cole has spent nine years leading the company through tremendous growth by remaining committed to delivering best-in-class technology solutions to the freight transportation industry.

Oro Inc. today announced the launch of OroCommerce 5.0, the latest long-term support (LTS) release of its flagship eCommerce platform. As the only open-source eCommerce solution purpose-built for B2B companies, OroCommerce 5.0 maintains Oro’s commitment to its customers, partners, developers, and end-users, while adding new features to boost productivity, improve site performance, and optimize customer experiences.

Dovetail, the leading customer research platform, today announces it has closed $63 million USD in Series A financing led by Accel, with participation from existing investors including Blackbird and Felicis Ventures, at a post-money valuation north of $700 million USD. This brings Dovetail’s total funding to $71 million USD since the company was started in 2017.

The COVID-19 pandemic accelerated the move to digital channels, the cloud, and self-service customer care so financial companies could take advantage of new technologies to keep businesses running sans a staff yet maintain a satisfactory level of customer experience (CX). BFSI companies are focusing on improving digital experiences such as digital customer and employee onboarding, online payments, proactive alerts, payment reminders, self-serve access to account information, and quicker loan approvals.

Sprinklr (NYSE: CXM), the unified customer experience management (Unified-CXM) platform for modern enterprises, today announced the launch of Sprinklr Modern Care Voice. Built on Sprinklr’s unified CXM platform, Modern Care Voice marks Sprinklr’s entry into the Contact Center as a Service (CCaaS) market with a voice offering informed by insights from modern channels, a radically different solution to legacy call center technology.

Actifai, an AI software-as-a-service provider for cable and telecom companies, has expanded its partnership with Cogeco Connexion, the second-largest cable operator in Ontario and Québec, to deploy its industry-leading AI customer experience platform across their Canadian operations.

Cogeco Connexion will deploy Actifai’s database-integrated online tools for its customer service representatives in both provinces. This partnership follows a successful pilot engagement conducted between June and October 2021.

Each year, hundreds of companies consider international expansion. As part of this process international payments become inevitable. While globalization offers huge potential for growth, looking for a provider to make fast and saving money transfers greatly affects your business.

To help you make a wise decision, DNBC Financial Group experts have created the top 5 tips to get the best business account for international payments.

Jean-Marc Lemaitre has been named Executive Vice President of Customer Success for SkyThread, a blockchain-enabled data-network company providing error-free exchange of data among commercial aviation stakeholders.

“Jean-Marc is a proven leader with extensive experience in the aviation aftermarket and has served in a variety of roles with original equipment manufacturers,” said Mark Roboff, Chief Executive Officer of SkyThread. “He has a great deal of credibility and a reputation for integrity, traits essential for stakeholder trust and confidence, and compatible with the values of the SkyT

eBaoTech Corporation (eBaoTech), a world-leading digital insurance solution provider is pleased to share that Walaa Cooperative Insurance Company (Walaa), a top 5 insurer in Saudi Arabia successfully deployed eBaoTech’s DigitalCore™ platform and launched the first batch of products on the new platform. Walaa will use eBaoCloud® DigitalCore™ to manage all commercial and consumer lines of business to greatly improve its operation efficiency and obtain technology advancements in the digital age.

Keith Dawson, Vice President and Research Director for Customer Experience at Ventana Research, said, “Choosing the right agent management technology has a major impact on businesses, lowering the total cost of ownership, increasing the return on investment and boosting an organization’s ability to reach its performance potential. NICE has demonstrated leadership across all categories under product and customer experience through CXone and is well deserving of the top rank it has received.”

All-Inclusive TV agency Marketing Architects announced new conversion services designed to boost campaign effectiveness.

With the rise of ecommerce, consumers have growing control over their interactions with businesses. As a result, optimizing the customer experience at all stages of the buying process has never been more important.

Teleperformance, a leading provider of outsourced customer experience management and digital integrated business services, celebrates its 20 year anniversary in India by making Corporate Social Responsibility (CSR) initiatives their top priority. The company already impacts more than 20,000 lives in India with their Citizen of the World (COTW) and Citizens of the Planet (COTP) initiatives and has pledged €2.5 million over the next three years, reaching beneficiaries across 29 cities in India.

Thankful, the AI platform powering the customer service revolution has expanded into the European market by signing an exciting, new partnership with Dixa, the Netherlands-based customer service platform that anticipates customers’ needs and empowers brands to meet them, it was announced today by Ted Mico, Thankful founder and CEO.

TTEC Holdings, Inc. (NASDAQ: TTEC), one of the largest global customer experience (CX) technology and services innovators for end-to-end digital CX solutions, announces the signing of an agreement to acquire certain citizen experience and smart city assets of Faneuil, Inc. a wholly owned subsidiary of ALJ Regional Holdings, Inc. (NASDAQ: ALJJ).

Information Services Group (ISG), a leading global technology research and advisory firm, has announced that Persistent Systems (BSE: Persistent) and (NSE: Persistent) has won four categories in the annual ISG Star of Excellence™ Awards: Analytics, Salesforce, Intelligent Automation, and Manufacturing. Award winners were selected based on direct feedback from more than 280 enterprise clients.

Grid Dynamics Holdings, Inc. (NASDAQ:GDYN) (Grid Dynamics), a leader in enterprise-level digital transformation services and solutions, has announced it has been recognized as the Google Cloud Expertise Partner of the Month for November 2021. Customers of Google Cloud can best serve their end customers by working with a Google Cloud Partner with proven, advanced expertise in Google Cloud and cloud-native technologies.

ZENVIA Inc. (“ZENVIA” or “Company”) (NASDAQ: ZENV), a customer experience communications platform that empowers businesses to create unique journeys for their end-customers along their life cycle, announced to the market today the signing of definitive contracts for the acquisition of Movidesk, recognized as the best customer service and service desk software in Brazil by B2B Stack portal. The operation is in line with the Company’s strategy announced during its IPO last July.