Latest news with #CustomerExperience
Yahoo
a day ago
- Business
- Yahoo
eClerx Named a Major Contender in Everest Group's Marketing Services PEAK Matrix® 2025
NEW YORK, June 19, 2025--(BUSINESS WIRE)--eClerx Services Ltd ( a leading productized services company, today announced that it has been named a Major Contender in Everest Group's Marketing Services PEAK Matrix® Assessment 2025. Everest Group's PEAK Matrix® evaluates leading marketing service providers by analyzing their strengths, limitations, and market position. It assesses vision, capabilities, talent, and cost—serving as a trusted resource for enterprises and a benchmarking tool for providers. "As marketers increasingly prioritize personalized and data-driven customer experiences, AI has become essential to streamline and scale operations with greater speed and precision. Agentic AI further enables autonomous, context-aware decisions across campaigns and content. As a result, enterprises increasingly seek AI-first partners, with end-to-end marketing services capabilities, positioning providers with embedded intelligence to drive the next wave of marketing efficiency and customer impact," says Nisha Krishan, Vice President, Everest Group. She goes on to say, "eClerx is recognized as a Major Contender in Everest Group's Marketing Services PEAK Matrix® Assessment 2025, underpinned by its proprietary solutions, strategic partnerships, and emphasis on operational excellence. It offers strong AI-driven capabilities to support campaign planning, real-time insights, and content compliance, contributing to efficient marketing operations and improved customer journey management. Buyers recognize eClerx for its transparency, flexibility, and proactive relationship management across complex marketing transformation programs." The report highlighted several of eClerx's key strengths, including: End-to-end marketing expertise: eClerx offers a wide range of marketing services spanning strategy and consulting, marketing operations, analytics, and technology. Proprietary solutions built for performance: eClerx's purpose-built products (Market360, FLUiiD4®, Roboworx, and Merchandiser+) amplify content output, unlock deep competitor insights, and streamline workflows across the marketing lifecycle. GenAI360 for supercharged marketing: eClerx's award-winning GenAI suite accelerates campaign planning, creative production, and performance optimization, bringing intelligence to every stage of the marketing funnel. Ecosystem of top-tier partners: eClerx integrates seamlessly with the many of the world's leading platforms, including Adobe, Salesforce, Braze, CleverTap, and more, to future-proof client ecosystems. "This recognition truly reinforces our commitment at eClerx to push the boundaries of what marketing services can achieve," says Manish Sharma, Chief Revenue Officer, eClerx. "We believe that the future of marketing lies at the intersection of data, technology, and creativity. By harnessing these elements, we enable our clients across diverse industries not just to reach their audience, but also to engage them in ways that drive real, measurable impact. This accolade motivates us to keep innovating and delivering solutions that accelerate growth and transform brands globally." About eClerx eClerx provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world's leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is today traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA. Disclaimer Licensed extracts taken from Everest Group's PEAK Matrix® Reports, may be used by licensed third parties for use in their own marketing and promotional activities and collateral. Selected extracts from Everest Group's PEAK Matrix® reports do not necessarily provide the full context of our research and analysis. All research and analysis conducted by Everest Group's analysts and included in Everest Group's PEAK Matrix® reports is independent and no organization has paid a fee to be featured or to influence their ranking. To access the complete research and to learn more about our methodology, please visit Everest Group PEAK Matrix® Reports. About Everest Group Everest Group is a leading global research firm helping business leaders make confident decisions. Everest Group's PEAK Matrix® assessments provide the analysis and insights enterprises need to make critical selection decisions about global services providers, locations, and products and solutions within various market segments. Likewise, providers of these services, products, and solutions, look to the PEAK Matrix® to gauge and calibrate their offerings against others in the industry or market. Find further details and in-depth content at View source version on Contacts Media contact Prathibha DasHead - Brand & Corporate Aditya ModiHead - Influencer Relations and Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Zawya
2 days ago
- Business
- Zawya
The Customer Experience Africa Awards Return to Honour the Continent's Brightest in Customer Experience (CX)
After a powerful comeback in 2024, the Customer Experience Africa Awards (CXAs) are officially back for 2025 and bringing together the very best in customer experience from across the continent for a night of recognition, celebration, and connection. Taking place on Tuesday, 12 August 2025 at the Century City Conference Centre in Cape Town, the CXAs serve as the official opening of the CEM Africa Summit; Africa's leading platform for CX professionals. Last year's event drew over 70 applications and a full house of CX champions, industry leaders, and visionaries. This year, excitement is already building with entries rolling in from across the continent, including submissions from ABSA Kenya and the University of Pretoria, the latter entering the brand-new Government&Public Sector category. This year's CX Awards have already attracted entries from leading brands such as ABSA Kenya, ICX Kenya, QContact, Telviva, Wonga Digital, BOS Technology and more, a powerful reflection of the industry's growing commitment to customer excellence. Judged by CX Leaders from Across the Continent Joan Ntabadde Kyeyune – Senior CX Consultant, Steadfast Quality Solutions Benson Mukandiwa – Trustee, Customer Experience World Games (CXWG) Qaalfa Dibeehi – Managing Partner, Human2Outcome Chantel Botha – Founder, BrandLove Customer Experience Charlie Stewart – CEO, Rogerwilco Entries are assessed across four core criteria: Challenge&Market Context Strategy&Execution Impact&Measurable Results Scalability&Industry Relevance Spotlight on Past Winners The 2024 CXAs celebrated game-changing work across sectors, including: Liz Okomba, NCBA Bank – CX Leader of the Year Digital Solutions Group – Best Customer Experience Team NCBA Bank – Best Overall CX Solution Kim Dalton&Greg Van Der Plank, ABSA Bank – Breaking Barriers in CX Multichoice – Best Use of AI Bilha Maina, NCBA Bank – Rising Star in CX Telviva – Best Contact Centre Platform Their stories inspired a room of 300+ CX professionals and reminded us of the power of people-led transformation. Deadline Extended: 7 July 2025 Entries are open to individuals, teams, public sector departments, start-ups and multinationals across Africa. A free Tips&Tricks entry guide is available to help applicants structure their submissions. Submit your Application: Download the Tricks&Tips Guide: Sponsorship Opportunities A limited number of category sponsorships and on-site activations remain available. Sponsors benefit from on-stage visibility, branding across CXA campaigns, and direct access to Africa's leading customer-focused brands and professionals. The CXAs are not just about awards - they're about spotlighting the real people, ideas, and initiatives shaping customer experience across Africa. Distributed by APO Group on behalf of Vuka Group. To apply, book tickets or enquire about sponsorship e mail:
Yahoo
5 days ago
- Business
- Yahoo
Cannes Lions 2025: Adobe Unites Creativity, Marketing and AI to Accelerate Customer Experience Orchestration
Adobe introduced product innovations that power Customer Experience Orchestration, combining creativity, marketing and AI for businesses to deliver personalized customer experiences at scale Adobe GenStudio offerings streamline content production for marketing campaigns, while the new Adobe LLM Optimizer empowers businesses to gain new relevance across AI-powered browsers and chat services First set of capabilities are now live in Adobe Experience Platform Agent Orchestrator, which enables businesses to build, manage and orchestrate AI agents including Adobe's Data Insights Agent and Product Support Agent CANNES, France, June 16, 2025--(BUSINESS WIRE)--Today at Cannes Lions, Adobe (Nasdaq:ADBE) unveiled a groundbreaking suite of product innovations that power Customer Experience Orchestration (CXO)—fusing creativity, marketing and AI to deliver intelligent, scalable and connected customer experiences. CXO is the evolution of Customer Experience Management, fulfilling the promise of personalization at scale by combining the creation and development of seamless customer experiences across all touchpoints and channels, with advancements in generative and agentic AI. As the global creative, advertising and marketing industry converges in Cannes, creativity emerges not just as a differentiator, but as a driving force behind relevance and resonance in today's attention-fueled economy. Adobe uniquely brings together creatives and marketers, with AI capabilities for businesses to efficiently create, orchestrate and deliver compelling interactions across any touchpoint—in real time and across millions of customers. Adobe released a playbook today, profiling how these innovations will positively impact businesses and drive the next phase of marketing transformation. "Delivering one-to-one personalization at scale demands a powerful fusion of creativity, marketing and AI," said Anil Chakravarthy, president, Digital Experience Business at Adobe. "We are pioneering innovations through Adobe's AI platform that enable teams to craft the most compelling and relevant customer experiences, helping businesses drive impact and seize this enormous opportunity." Adobe's latest AI innovations are reshaping how businesses connect with customers and the daily work of experience makers tasked with delivering and orchestrating impactful customer engagements. This is accelerated with the rise of agentic AI, where purpose-built agents can handle repetitive content production tasks and free up time for creative ideation and strategy—unlocking capacity for marketers to scale personalization. Leading businesses and agencies including The Coca-Cola Company, Dentsu, The Estée Lauder Companies, Lumen Technologies, Monks, Newell Brands, Prudential Financial, Publicis Groupe, Stagwell and Tapestry are leveraging Adobe AI solutions to enhance and scale standout customer experiences with greater efficiency. By shortening the delivery of compelling, on-brand and tailored content for different audiences, organizations are improving key metrics around engagement and conversion—and driving business impact. Adobe innovations unveiled at Cannes Lions include: Accelerating video and display ad campaign creation: Adobe GenStudio for Performance Marketing is a generative AI-first application that enables marketers and creatives to quickly create on-brand campaign content for paid social ads, display ads, banners, marketing emails and more. New capabilities will support the creation of engaging short-form video ads (leveraging the commercially safe Adobe Firefly Video Model). Adobe also announced new solutions for display ad campaigns, including on-brand image generation with Adobe Firefly, as well as offerings with Amazon Ads, Google Campaign Manager 360, LinkedIn and Meta to power seamless campaign workflows. Streamlining content production: Adobe Firefly Services—a collection of generative AI and creative APIs—bring Adobe's AI innovations into content production workflows to accelerate time-intensive tasks such as resizing marketing assets. Adobe unveiled APIs for quickly creating compelling short-form video content, 3D imagery and digital avatars, along with new capabilities in Firefly Creative Production (a no-code interface that unlocks the power of Firefly Services APIs) to streamline color grading and resizing workflows. Additionally, enhancements in Firefly Custom Models and Adobe Express ensure that as teams scale content production, new assets remain on-brand. Enhancing brand presence across LLMs: Adobe announced Adobe LLM Optimizer, a new application for businesses to improve their response ranking on generative AI-powered browsers and chat services. Consumers are embracing conversational interfaces to discover and learn about new products, making it critical for businesses to optimize their digital content and properties accordingly. LLM Optimizer analyzes traffic from generative AI sources, benchmarking visibility while recommending content strategy adjustments that enhance discoverability. Businesses are also embracing agentic AI to augment their daily work and drive better results. Adobe is innovating on the world's most widely adopted marketing and customer experience platform, Adobe Experience Platform (AEP), to deliver built-in agentic functionality that enables marketers to orchestrate customer experiences with greater agility. The first set of capabilities are now live in the AEP Agent Orchestrator—which businesses can leverage to build, manage and orchestrate AI agents from Adobe and third-party ecosystems—including Customer Experience Language Models, Agent Operator and Knowledge Base components. These capabilities power the Data Insights Agent and Product Support Agent, which are now generally available. The Data Insights Agent empowers marketing teams to quickly deliver actionable insights across their organization, while the Product Support Agent provides an easy way to troubleshoot and navigate new product features across Adobe enterprise applications. Adobe at Cannes Lions Adobe's presence at Cannes Lions 2025 highlights the transformative power of creativity, marketing and AI. Through interactive experiences, insightful panels and collaborations with leading brands and platforms, Adobe showcases how innovative technology is driving the future of personalized customer experiences. Learn more here. About Adobe Adobe is changing the world through digital experiences. For more information, visit © 2025 Adobe. All rights reserved. Adobe and the Adobe logo are either registered trademarks or trademarks of Adobe in the United States and/or other countries. All other trademarks are the property of their respective owners. View source version on Contacts Public relations contact Kevin FuAdobekfu@ Sign in to access your portfolio
Associated Press
11-06-2025
- Business
- Associated Press
Talkdesk shatters outdated customer experience paradigm with launch of Customer Experience Automation platform
PALO ALTO, Calif. and LAS VEGAS, June 11, 2025 (GLOBE NEWSWIRE) -- Talkdesk®, Inc. today upended the customer experience (CX) market with the launch of Customer Experience Automation (CXA) —a new software category and platform purpose-built to automate the full complexity of modern customer journeys. Customer Experience Automation goes far beyond traditional contact center as a service (CCaaS) and customer relationship management (CRM) solutions. This next-generation platform replaces fragmented, manually coordinated workflows with a unified system of intelligent, autonomous artificial intelligence (AI) agents. These agents collaborate in real time to orchestrate and resolve complex challenges across the entire customer experience lifecycle. 'For years, businesses have faced a false choice: deliver personalized service or operate efficiently at scale,' said Tiago Paiva, chief executive officer and founder of Talkdesk. 'CXA ends that tradeoff. It's not just automation—it's coordinated, autonomous resolution of complex business problems with speed, scale, and impact, without sacrificing the personal touch customers expect.' The pursuit of effective, scalable processes to solve complex customer situations isn't new, but the specialization of tools and expertise to address them has often led to dated systems, siloed knowledge, and fragmented data—ultimately breaking the customer journey into disjointed pieces. Spotty attempts at automation have frequently resulted in a patchwork of disconnected bots and brittle integrations that deliver poor and inconsistent experiences, eroding customer trust rather than building it. The Talkdesk CXA platform is engineered to shatter this paradigm. It introduces a new operating system for customer experience—built on multi-agent AI orchestration and fueled by the Talkdesk Data Cloud, which unifies structured and unstructured data across every customer interaction, channel, and system of record. By turning transcripts, call recordings, messages, and case notes (combined with customer data points from multiple CRMs and specialized systems) into actionable knowledge, the Data Cloud gives AI agents the context they need to solve real business problems intelligently, autonomously, and at scale. This foundation powers a virtuous cycle of automation: discover high-impact opportunities, build intelligent workflows, orchestrate coordinated teams of AI agents, and measure outcomes to drive continuous improvement. With multi-agent orchestration, Talkdesk CXA moves beyond one-size-fits-all automation. Instead of relying on a single system or bot to handle everything, it deploys a network of specialized AI agents—each with a clear role, shared context, and the ability to collaborate in real time. This makes it possible to automate complex, cross-functional processes that span the front and back offices with precision, speed, and adaptability. 'With the launch of CXA, Talkdesk is taking a fundamentally different approach,' said Zeus Kerravala, founder of ZK Research. 'Rather than simply layering AI onto legacy infrastructure, they have created a platform focused on autonomous, multi-agent orchestration. This innovation allows enterprises to automate complex workflows with precision—an area where traditional solutions often fall short.' Talkdesk CXA is also built for speed. With preconfigured use cases, low- and no-code tooling, and both industry-specialized and general-purpose AI agents, organizations can go live fast and start seeing value quickly. Talkdesk CXA supports everything from cross-industry workflows to vertical-specific journeys in healthcare, financial services, retail, utilities, and government. Whether automating a single high-friction workflow or scaling across business units, it accelerates time to value. As part of the Talkdesk CXA launch, Talkdesk also introduced a new AI agent for omnichannel campaigns. This agent automates high-volume outbound voice campaigns. Businesses can easily scale appointment reminders, billing alerts, service updates, and other time-sensitive communications without taking up live agents' time. It's a powerful way to improve reach, reduce costs, and deliver timely engagement across outbound service and sales use cases. 'The customer experience bar is higher than ever, and getting it right is no longer a differentiator—it's essential for survival,' stated Paiva. 'Talkdesk CXA represents a monumental leap forward. We've gone deeper into problem-solving for specific industries, uncovering unique use cases where traditional solutions failed. Our new CXA platform is not about flimsy automations or bolted-together tools; it's about intelligent, coordinated, autonomous, and outcome-focused resolution that transforms the entire customer lifecycle.' Automating Customer Experience for Enterprises Worldwide Talkdesk CXA replaces reactive, human-coordinated workflows with a dynamic network of AI agents, each designed for specific tasks and orchestrated to operate as a single, intelligent system in any industry. Whether it's a pharmacy callback, fraud alert, or complex insurance claim, CXA executes seamlessly across systems, roles, and channels with a personal touch that customers expect and appreciate. More than half of Talkdesk customers are already leveraging CXA capabilities, including BankUnited, Ouro Global, United Rentals, Memorial Healthcare, Michaels, and TEKA. 'As a health system, we need solutions built specifically for our needs and for the communities we serve, and Talkdesk consistently delivers. Having leveraged their advanced AI tools, we're particularly excited about the new CXA platform. It's a monumental leap, with its autonomous, multi-agent AI approach and industry-specific capabilities set to transform how we orchestrate seamless healthcare consumer interactions and critical operational workflows. This is a key differentiator for us,' said Jeffrey Sturman, senior vice president and chief digital information officer at Memorial Healthcare System. 'Our long-standing partnership with Talkdesk is grounded in a shared drive to innovate and elevate how businesses connect with their customers. That's why we're excited about—but not surprised by— their latest announcement. Talkdesk continues to demonstrate its commitment to pushing the boundaries of what's possible in this space. Their new Customer Experience Automation platform is a bold step forward, and we believe it has the potential to fundamentally change how organizations design and deliver customer journeys,' said Amber Scott, vice president of customer experience at Serta Simmons Bedding. 'Talkdesk consistently delivers innovation built for the specific needs of our industry. We've leveraged their advanced AI to improve banking interactions, and the new CXA platform is truly transformational. Its autonomous, multi-agent AI approach redefines how we deliver intelligent, secure, and outcome-focused service, cementing Talkdesk as a vital partner,' said Jeiner Morales, senior vice president and director of data analytics and business systems at BankUnited. 'When CAI chose Talkdesk, we went all in. We harnessed everything we felt we needed to hit the ground running and maximize ROI as quickly as possible, including Talkdesk Workforce Management, Customer Experience Analytics, and Talkdesk Copilot—all components of Talkdesk CXA,' said Thomas Grosso, executive director of service desk at CAI. Built for Trust and Scale Talkdesk has been at the forefront of AI innovation since 2018, putting AI at the core of better customer experiences. Talkdesk CXA is built with inherent AI guardrails to mitigate hallucinations, ensure policy compliance, and provide human-in-the-loop oversight, making AI agents as trustworthy as highly trained human agents. A unique differentiator of the platform is the AI Gateway that enables Talkdesk CXA to sit on top of any third-party contact center, whether on-premises or cloud-based. This allows businesses to seamlessly integrate Talkdesk AI-driven solutions, optimizing self-service, agent assistance, quality management, and security to deliver superior customer experiences, without replacing existing systems. While powerful on its own, CXA truly shines as part of Talkdesk CX Cloud, which gives businesses every part of the contact center platform—from voice to digital and performance and workforce management—with CXA built inside. Talkdesk is globally recognized as a modern cloud-based contact center, but what sets the company apart is its commitment to AI innovation and how seamlessly it's woven throughout both the customer and agent journey. CXA now takes this to a whole new level. Talkdesk is showcasing Talkdesk Customer Experience Automation at Customer Contact Week (CCW) Las Vegas at Caesar's Forum in booth 638. About Talkdesk Talkdesk® is leading a new era in customer experience with Customer Experience Automation (CXA)—a new category and platform designed to automate the full complexity of modern customer journeys. CXA replaces fragmented, human-coordinated workflows with autonomous, multi-agent AI orchestration that delivers intelligent, scalable, and outcome-focused service across the entire CX lifecycle. At the core of CXA is the Talkdesk Data Cloud, which turns transcripts, call recordings, case notes, and customer records from across CRMs and systems of record into real-time, actionable knowledge. This enables AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability. Talkdesk CXA supports both cross-industry workflows and industry-specialized use cases in sectors like healthcare, financial services, retail, utilities, travel, and government. With prebuilt AI agents, a virtuous automation cycle (Discover, Build, Orchestrate, Measure), and rapid time-to-value, Talkdesk helps enterprises modernize customer experience without the need for a full rip-and-replace. Trusted by global brands and recognized for continuous innovation, Talkdesk empowers organizations to grow revenue, reduce costs, and transform service delivery through coordinated, AI-driven automation. Companies that love their customers use Contact: Talkdesk Public Relations [email protected]
Malaysian Reserve
11-06-2025
- Health
- Malaysian Reserve
Santa Clara Family Health Plan renews partnership with Ushur, Inc., to better serve members through targeted digital text messaging
SAN JOSÉ, Calif., June 10, 2025 /PRNewswire/ — Santa Clara Family Health Plan (SCFHP) is proud to renew its partnership with Ushur, Inc. to reach and engage SCFHP members with targeted texts and secure, app-like experiences. SCFHP, the local Medi-Cal managed care plan in Santa Clara County, strives to deliver the highest-quality experience to its members. Based in Santa Clara, Ushur, Inc. is a leader in Customer Experience Automation™ (CXA). The partnership between these two organizations allows SCFHP to better engage and serve its members and help close gaps in health care. 'Santa Clara Family Health Plan values its renewed collaboration with Ushur as we work to increase our direct communication and engagement with our members,' said Christine Turner, Chief Operating Officer of SCFHP. 'Since the beginning of our partnership in 2023, we have been able to reach thousands of members, giving them a chance to connect with us more easily via text messaging. This joint effort is indicative of what innovative technology can do to support positive health outcomes.' Ushur's products allow members to receive important updates and guidance straight to their mobile devices in their preferred language, about health coverage renewals, wellness check-ups, and available health education programs. In addition to direct texts, Ushur, through its Invisible App, allows SCFHP to better serve its members with a user-friendly interface. The Invisible App allows members to fill out relevant forms and provide information about their care conveniently and securely. 'Over the past two years, our partnership with Santa Clara Family Health Plan has exemplified how secure, digital-first engagement can meaningfully improve care outcomes. By combining Ushur's HIPAA-compliant technology with SCFHP's deep commitment to community health, we've been able to reach SCFHP's members more effectively, close critical care gaps, and support healthier lives across Santa Clara County,' shared Simha Sadasiva, CEO and Co-Founder, Ushur. About Santa Clara Family Health PlanSanta Clara Family Health Plan (SCFHP) is a local, community-based health plan dedicated to creating opportunities for better health and wellness for all. In partnership with providers and community organizations since 1997, we work to ensure everyone in Santa Clara County has access to equitable, high-quality health care. With a strong commitment to integrity, outstanding service, and support for our community, we serve more than 295,000 people through our Medi-Cal and Medicare health care plans. For more information, visit About UshurUshur delivers the world's first Customer Experience Automation platform built specifically for regulated industries. Purpose-built for delivering ideal self-service, Ushur infuses intelligence into digital experiences for the most delightful and impactful customer engagements. Equipped with guardrails and compliance-ready infrastructure, Ushur powers vertical AI Agents for healthcare, financial services and insurance use cases. Designed for rapid code-less deployment with flexible, advanced capabilities for IT and business teams, enterprises can transform customer and employee journeys at scale in the fastest time to value. For more information, visit
