Customer Relationship ManagementIndustry TrendsReputation Management

Fewer than half of Canadian businesses are equipped to recover their reputation in a crisis

Study uncovers a notable gap between awareness of reputation risks and robust issues and crisis management TORONTO–The majority of Canadian companies say they aren’t adequately prepared to recover their reputation in the aftermath of a crisis, a volatile and complex situation that interferes with an organization’s ability to carry on …

Customer Relationship ManagementFinancial Services

NexJ Systems Announces Strategic Partner Program

Providing partners with the tools, training, and support needed to create critical long-term value, boost growth, and increase revenue NexJ Systems Inc., the pioneer of Intelligent Customer Management (ICM) for the financial services industry, announces the launch of its partner program. NexJ is inviting financial services-specific consulting and solutions partners …

Contact ManagementCustomer Relationship ManagementCustomer ServiceMarch 2019 Issue

How adding call-backs works wonders

By Shai Berger Today’s consumers have very high expectations when it comes to customer service in general and contact centres in particular. Providing superior service is critical, especially since “60% of consumers say they’ll drop a brand (even one they love) after just a few sub-par experiences.”1 A surefire way …

Customer Relationship ManagementFinancial Services

New Report Examines Dueling Priorities in Banking: Identity Verification and Customer Experience

Aite Group Assessment Highlights Melissa’s Approach to Verify Identity at Onboarding, Complementing Industry Mandate for Easy, Frictionless Banking Melissa, a leading provider of global contact data quality and identity verification solutions, today announced availability of “Identity Verification: Successful Strategies to Minimize False Positives and Risk,” a new report commissioned by …

Customer Relationship ManagementSocial Media

Insights: Redefining the Customer Relationship through Social Media

by Brian Lindley, Business Development Director, HGS Europe CHICAGO–It’s only been over the past few years that brands have started to pay close attention to customer activity on social media. It took a combination of the smart phone and a few popular social networks, such as Facebook and Twitter, for …

Applied AICustomer Relationship ManagementFinancial Services

Mastercard signs on to use start-up’s engagement measurement solution

Cerebri AI Selected for Mastercard Start Path; Leverages Mastercard’s “Do It Together” Approach to Connect Top Startups with Banks and Merchants AUSTIN–Cerebri AI, the creator of the Cerebri Values™ system for enhanced customer experience, was one of 10 startups recently selected from a global pool of over 1,600 applicants to …

Customer Relationship ManagementLoyalty

SinglePoint Group appoints Jennifer McLeod VP, Business Development

TORONTO–SinglePoint Group International, Inc. is pleased to announce and welcome Jennifer McLeod as Vice President of Business Development. Jennifer will be responsible for developing new business opportunities and creating customized solutions for customer needs. Jennifer is a well-known figure in the BPO industry with more than twelve years of experience. …

Customer Relationship ManagementDigitalRetail

Gap accelerates digital transformation, including delivery

Partners with Microsoft to address customer experience across all brands Gap Inc. has established a strategic partnership with Microsoft Corp. to drive its digital transformation strategies and continue to create new customer experiences across all brands, including Old Navy, Gap, Banana Republic, Athleta, Hill City and Intermix. With Microsoft as …

Customer Relationship ManagementOctober 2018 Issue

The Evolution of Relationship Marketing

By Stephen Shaw Thirty years ago, the term relationship marketing quietly slipped into the business lexicon. At the time marketers were grappling with the early stages of market “demassification”, forcing them to work much harder to reach a mass audience. Meanwhile the introduction of marketing automation systems promised to make …

Customer Relationship ManagementSeptember 2018 Issue

National Bank of Canada’s customer-first digital transactions

By Paige Pace Digital reach enables businesses to connect with customers anywhere. Developing a strong online presence was essential for the National Bank of Canada to engage customers and encourage growth across the country, particularly in areas with low numbers of bricks-and-mortar branches. National Bank deployed Adobe Experience Cloud to …