SAP today announced integrations with customer success and product experience vendor Gainsight and online marketplace integrator ChannelEngine. It also released the SAP Emarsys annual Customer Loyalty Index. The announcements coincided with SAP CX Live, an online event. The integrations are clearly aimed at enterprise-level SAP customers. Gainsight is likely to be of more interest in…
Yesterday, Salesforce launched Agentforce — generative AI bots the company says can be trusted to take action on their own. Agentforce is “the third wave of AI — advancing beyond copilots to a new era of highly accurate, low-hallucination intelligent agents that actively drive customer success,” Salesforce CEO Marc Benioff said during the press conference….
Brands are integrating AI into their marketing functions, and some are ready to test these tools in customer experience. Currently, analytics and market research are top AI use cases, with content, customer service and website development further down the list. Adopting AI for CX functions like building content and designing websites comes with an added…
How well does your organization know how customers engage with your brand? Many of us think we know how it works, or more accurately, how we hope it works. But we’re rarely sure. The digital world did little to change this. Attribution and web traffic data aren’t foolproof. Consumers move between devices and online identities….
Apple will be adding RCS (rich communication services) support to iPhones in the fall. At WWDC 2024, the company announced that the support will be included in the Messages app as part of iOS 18 later this year. This move will give U.S. mobile marketers a larger audience to engage with new tools over messaging….