From funding rounds and new launches to acquisitions and partnerships – a lot can happen in a week. But don’t fluster, we’ve selected our top five popular pieces of news in the realm of agents, business leaders, new solution launches and mergers. Find last week’s trending titles below!
Medallia Acquires Thunderhead
Medallia has announced the finishing of a definitive agreement to acquire Thunderhead, a customer journey orchestration platform.
The deal will see Thunderhead strengthening Medallia’s ability to deliver personalised journeys and conversations across all online and offline channels. This will allow Medallia’s customers to increase brand loyalty, sales, and growth.
Databricks Introduces Data Lakehouse for Retail
Databricks has announced its first industry-specific data lakehouse for retail.
The new solution enables teams to work with a centralised data and AI platform to solve the critical data challenges that retailers, partners, and their suppliers face.
Nuance AI is Now Available to Genesys Customers
Nuance has announced that its cutting-edge contact centre AI tools are now available to Genesys Cloud CX users.
These include conversational virtual assistants and biometrics systems, which harness the potential to improve customer engagement and data protection across all contact centre channels.
Aircall Partners with Deutsche Telekom
Cloud-based contact centre solution vendor Aircall has partnered with Deutsche Telekom to bring Aircall’s services closer to German companies in their digital transformation journeys.
The partnership will produce a combination offering from the two companies that includes a host of features, such as a 100% cloud-based solution, a premium and reliable system, and a powerful dashboard that fulfills “today’s needs”.
Service Pays the Price for CX Development, says Zendesk
Zendesk’s 2022 CX Trends Report reveals customer expectations of contact centres are reaching new highs. Unfortunately, service functions are struggling to keep up.
Some of the statistics include 48% of UK consumers stating that their customer service expectations have increased over the past year. A further 44% said they would switch to a competitor after just one bad experience.
