Dynatrace is the innovator behind the industry’s premier digital performance platform, making real-time information about digital performance visible and actionable for everyone across business and IT. We help customers of all sizes see their applications and digital channels through the lens of their end users. More than 8,000 organizations use these insights to master complexity, gain operational agility and grow revenue by delivering amazing customer experiences.
Precision Dialogue is an analytics-driven customer engagement firm. We leverage customer insights, interactions and information to drive relevant communications, ultimately improving marketing ROI.
With a fully customizable suite of research and usability testing services, our seasoned Research and Customer Experience team offers an unparalleled first look into the customer’s decision-making process and behavioral patterns. Our services include: customer journey mapping, emotional testing, ethnographic research, eye tracking, focus groups, heuristic evaluations and usability testing.
Recently named a Leader in Customer Engagement Strategy by Forrester, the report cited Precision Dialogue’s journey map development as a key service offering. Learn more at www.precisiondialogue.com/cx.
Applause is leading the app quality revolution by enabling companies to deliver digital experiences that win – from web to mobile to wearables and beyond. By combining In-The-Wild testing services that span the SDLC with world-class Automation services and mobile software tools such as Beta Management and Mobile Sentiment Analysis, Applause helps companies achieve the 360° app quality™ they need to thrive in the modern apps economy. Learn more at www.applause.com and follow @applause on Twitter.
SHIFT Communications is an award-winning, national public relations firm that represents some of the best-known enterprise and consumer brands, including Citrix, Demandbase, Hawaii Visitors and Convention Bureau, McDonald’s, Orchard Supply Hardware, Red Hat, RSA Conference, Webroot and Whole Foods Market. SHIFT Communications’ 150+ employees are located in the Boston, San Francisco, New York and Austin metros. Established in 2003, SHIFT is now wholly owned by NATIONAL Public Relations, part of RES PUBLICA Consulting Group. For more information on SHIFT’s data-drive approach to marketing and public relations visit www.shiftcomm.com.
Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 75,000 paid customer accounts in 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.
Creative Virtual is a world leader in digital customer service solutions that enable anywhere, anytime customer engagement between brands and their customers. Leading global organizations rely on our award-winning V-Person™ technology to improve their customer support experience, increase sales and reduce costs while building brand loyalty. Creative Virtual is committed to helping clients strategically shift conversations to a virtual assistant that is easy, intelligent, conversational and always improving. Backed by an experienced, expert team, our innovative virtual agent, knowledge management and business intelligence platform empowers organizations to provide customers with consistent, accurate, personalized and seamless Omni-channel engagements across Web, Mobile, Social, SMS, Contact Centers, Service Desk, Live Chat and IVR channels.
eSSENTIAL Accessibility integrates assistive technology and web accessibility compliance to enhance the digital customer experience for people with disabilities. Private and public sector organizations around the world feature a recognizable, interactive icon on their homepage, demonstrating their commitment to digital inclusivity.
Millions of Americans have trouble typing, moving a mouse, gesturing or reading. eSSENTIAL Accessibility goes beyond minimum website compliance requirements to make digital assets welcoming to customers of all abilities. With our solution, customers with disabilities can now shop online, conduct financial transactions and have a consistent experience with a brand across devices. For more information, visit essentialaccessibility.com
Kofax® is a leading provider of software to simplify and transform the First Mile™ of customer engagement. It does this by helping organizations automate information-intensive processes to keep pace with rising customer expectations. Our flagship product, Kofax TotalAgility®, combines award-winning capture, process management, data integration, mobile, e-signature, customer communications management and analytics capabilities into a unified process automation development and deployment platform. Common processes like new accounts, claims, patient admissions, mortgage applications, citizen benefits, accounts payable and more can be automated, streamlined and accelerated for better customer engagement. More than 20,000 customers globally rely on Kofax software to improve the customer experience, reduce operating costs, differentiate and grow.
Touchpoint Dashboard’s journey management platform gives you the flexibility to design engaging customer experiences. You can integrate your Voice of Customer data, get a better understanding of your customers and ultimately, increase your operational efficiency. Together we help you deliver the right results for the right customer.
HGS is a leader in optimizing the customer experience and helping our clients to become more competitive. HGS provides a full suite of business process management (BPM) services from traditional voice contact center services and transformational DigiCX services that are unifying customer engagement to platform-based, back-office services and digital marketing solutions. By applying analytics, automation, and interaction expertise to deliver innovation and thought leadership, HGS increases revenue, improves operating efficiency, and helps retain valuable customers. HGS expertise spans the telecommunications and media, healthcare, insurance, banking, consumer electronics and technology, retail, and consumer packaged goods industries, as well as the public sector. HGS operates on a global landscape with 40,000 employees in 66 worldwide locations delivering localized solutions. For the year ended 31st March 2016, HGS had revenues of US$ 507 million. HGS, part of the multi-billion dollar Hinduja Group, has more than four decades of experience working with some of the world’s most recognized brands.
The world’s largest social media marketing resource, Social Media Examiner® helps millions of businesses discover how to best use social media to connect with customers, drive traffic, generate awareness and increase sales. Our mission is to help you navigate the constantly changing social media jungle. Our media outlets bring you original and comprehensive articles, expert interviews, reviews of the latest industry research and the news you need to improve your social media marketing.
Quirk’s looks like a magazine and reads like a magazine, but it is much more. It is a place where the best, brightest and boldest in marketing research – clients and agencies alike – can exchange their best thinking. It is a platform that is intelligent, inquisitive and innovative. Everything we cover is designed to promote the use, value and understanding of marketing research and lead you to innovative insights. Quirk’s is written for — and read by – a global community of leaders in corporate marketing research departments and agencies. Each edition features original articles on research techniques, case studies, and more. But, the magazine is just the beginning. Quirk’s also produces an event, webinars, e-newsletters, mobile apps, a Linkedin Group and the most visited industry Web site. Get your own free access at: http://www.quirks.com/
1to1® Media started the customer revolution more than 20 years ago, and every day we reinvent it. We provide forward-looking content that influences business leaders across the globe to elevate their customers’ experiences and vastly improve business results. With decades of field experience and unabridged access to a range of market data, 1to1 Media’s award-winning editorial team renders expert insights, best practices, and trends for the customer-centric enterprise and its leadership.
Join our family of customer enthusiasts today: Get 1to1 Media’s newsletter every Monday.
The mission of The Customer Success Association is to provide Customer Success executives with worldwide access to the most relevant information about the new profession together with opportunities for networking and learning. Our global resources include The Customer Success Forum, the Customer Success Library and the Customer SuccessCon West / Seattle / East and Europe events.
The Customer Experience Professionals Association (CXPA) is a global non-profit organization positioned to guide and enhance the growing field of customer experience management. CXPA brings together like-minded professionals focused on advancing the practice of customer experience management and creating career growth by establishing customer experience management as a recognized and admired professional discipline. As a collective body, we can create a vibrant future for customer experience management.
Alan See is Principle and Chief Marketing Officer of Alan See CMO Temps, LLC. He is recognized by Forbes Magazine as one of the “Top 50 Most Influential CMOs on Social Media,” and is the 2015 American Marketing Association “Content Marketer of the Year.” Alan provides full-time, part-time, and interim or project based leadership initiatives for organizations interested in generating sales by using content-based marketing that is distributed through engaging social media channels.
At Storyminers, a pioneering customer experience design firm based in Atlanta, Mike Wittenstein and his team help leaders communicate with customers in brand new ways and take full advantage of technology without losing touch with customers. He integrates the latest technology, design thinking, and service prototyping to deliver better experience at lower cost, risk, and time-to-market. Mike has introduced new ideas to business leaders and their teams at 400+ companies in 26 countries—to the tune of $1.5B+ in new value created.
Tema Frank is a customer experience, digital marketing, and usability testing pioneer who put up her first website in 1995. She hosts the weekly Frank Reactions podcast on customer experience (http://bit.ly/FRitunes). Tema’s clients have included the Royal Bank of Canada, Bank of America, the Government of Alberta, Cruise Ship Centres, ING Direct and other financial, travel, retail & government organizations.
A highly rated international speaker and best-selling author, she has also taught digital marketing and customer experience courses at universities in Canada and France. She will soon be releasing her second book, People Shock: The Path to Profits When Customers Rule.
(For those who wonder, Tema rhymes with Emma. It was her grandmother’s name.)