Customer CentricityCustomer ServiceIndustry News

New research from Dimension Data reveals uncomfortable CX truths

Although organizations rank CX as their top strategic performance measure, only 13% grade their CX delivery a 9 out of 10 or better, and just 10% say their digital business strategy is optimized NEW YORK — Organizations around the world are failing to implement effective digital customer experience (CX) strategies, according …

FundraisingIndustry News

Stephen Thomas Ltd. names Paula Attfield president, Bryan Tenenhouse promoted to EVP and chief creative officer

Neil Gallaiford will remain as CEO as agency gears up for further U.S. growth TORONTO — On the heels of its recent fundraising account win of Dallas-based cancer research foundation Susan G. Komen, Stephen Thomas Ltd (ST) has announced that Paula Attfield has been promoted to president from her previous role as executive …

Email MarketingIndustry News

Inbox Marketer Corporation celebrates five consecutive years of top product ranking

GUELPH, ON — This week marks the fifth consecutive year that Inbox Marketer’s CONNECT email platform has been ranked number one amongst mid-market vendors by the Red Pill Email Report. The comprehensive Email Vendor Features & Functions Guide ranked 20 international email service providers based on 600 questions across eight different …

E-commerceIndustry NewsRetail

Canadians retailers have evolved from being disrupted to becoming disruptors: PwC report

TORONTO — The Canadian retail ecosystem has gone from disrupted to disruptor, according to PwC’s The new retail ecosystem: From disrupted to disruptor report. As the pace of digital change continues to accelerate, reinvention has become a necessity. Be it online retail, ride-sharing services or streaming services, disruptors have already begun …

Data AnalyticsIndustry News

Equifax advances “data democracy” with launch of Equifax Ignite

Canadian businesses gain faster and greater access to data-driven insights with new analytics powerhouse TORONTO, ONTARIO — Equifax today announced the launch of Equifax Ignite, a data analytics powerhouse that can rapidly deliver business insights in a self-serve environment. “Harnessing both structured and unstructured data can be a tremendous challenge …

Customer ServiceIndustry NewsMarketing AutomationOmnichannel Service

DeviceBits’ new whitepaper addresses growth of self-service automation

COLUMBUS, Ohio — DeviceBits has released its latest whitepaper: Self-Support Automation: The New Strategy Powering Customer Service. The whitepaper highlights the transition companies are undergoing today to ease the burden of traditional customer service into more of a self-service support environment desired by consumers. Click here to access the white paper. Driven …

Customer Relationship ManagementEngagement & AnalyticsExperiential MarketingIndustry News

Qualtrics’ new experience management platform helps organizations close “experience gap”

Platform makes it easy to measure, prioritize and optimize the experiences organizations provide across the four foundations of business: customer, product, employee and brand London, UK — Qualtrics last week announced the Qualtrics XM Platform, the world’s first experience management platform designed to address the growing experience gap—the gap between what …

Customer CentricityDigitalFinancial ServicesIndustry News

Sonnet recognized for innovative, customer-centric approach to insurance

TORONTO — Sonnet has been repeatedly recognized for its innovations in customer service, technology, business and marketing only months after launching operations. With sophisticated technology, an always-on customer experience and a captivating marketing campaign centered around optimism, Sonnet is gaining momentum with accolades across industries in Canada and beyond. Putting the customer …

Data AnalyticsIndustry NewsList Business

Deloitte acquires Cornerstone

Deloitte broadens its analytics capabilities through more extensive consumer risk and services offerings with the acquisition of digital marketing and analytics firm TORONTO — Today, Deloitte announced the acquisition of Cornerstone Group of Companies, a Toronto-based digital marketing and analytics firm with more than a quarter century of success in customer acquisition …

DigitalIndustry News

Quebecor Media Group and Tuango announce strategic partnership

MONTRÉAL — Quebecor Media Group is joining forces with Tuango in a partnership that will open up new opportunities for the customers of each. Under the agreement, Quebecor’s advertisers will be able to pay for advertising placements on Quebecor’s multiplatform media inventory – television, digital, newspapers, magazines, out-of-home – with goods …