Tag Archives: Customer

News, RPA

Kofax Accelerate 2022 Customer & Partner Event Focuses on Automation Innovation and Customer Success

Conference Will Feature Customer Success Stories, Product Demonstrations, Customer Excellence Awards and Keynote with Netflix Co-Founder Marc Randolph

London, May 5th, 2022 – Kofax®, a leading supplier of intelligent automation software for digital workflow transformation, today announces speakers and sessions for Kofax Accelerate 2022, the premier intelligent automation conference kicking off on May 9 in the Americas, May 11 in Europe/Middle East, and May 17 in Asia Pacific. Free registration for Accelerate 2022 is now open.

Kofax Accelerate 2022 highlights include:

  • Keynote with Netflix Co-Founder Marc Randolph: Marc Randolph will detail the company’s early-stage story and the value of innovation, persistence and optimism.
  • Kofax Executive Sessions: Kofax Chief Executive Officer Reynolds C. Bish will present Kofax’s vision and corporate strategy. Kofax Chief Growth Officer Chris Huff will discuss how customers can deepen competitive advantage by accelerating their automation ambitions, and leverage AI to support new business models and the future of work. And Kofax Vice President of Strategy Liz Benson will discuss how the Kofax ecosystem can accelerate success through partners and technology.
  • Customer Success and Automation Superstars: Other sessions will feature automation experts from Kofax’s broad customer and alliances community including Microsoft, KPMG, KLM Royal Dutch Airlines, Mortgage Cadence, Blue Valley Schools, Jotun, Lakeshore Learning and M Group Services.
  • Kofax Customer Excellence Awards: Chris Huff and Kofax Executive Vice President of Global Sales Tim Battis will showcase Kofax Customer Excellence Award Finalists and how Kofax intelligent automation helped create frictionless customer experiences, streamline operations, and improve their competitive positioning during disruptive times. Huff and Battis will then announce the winners of the 2022 Kofax Customer Excellence Awards.
  • Cutting-Edge Product Demos: Kofax executives and customers will showcase how intelligent automation improves customer experiences and drives new efficiencies in accounts payable automation, capture and print automation, cloud print migration, eSignature and desktop productivity.
  • Exclusive Access to Premium Content: Attendees will also receive complimentary access to premium Kofax content including webinars, product demonstrations, analyst research, exclusive white papers, eBooks, case studies, and how-to guides covering automation best practices and strategy.

“Companies today are focused on improving business continuity and resilience so they can stave off future macro-economic shocks while remaining nimble enough to shift along with rapidly evolving customer habits. Companies are also focused on lowering the risk of becoming obsolete while increasing competitive advantage by using automation to synthesize business and customer data, performance analysis, and generate insights that support faster and better decisions,” says Chris Huff, Chief Growth Officer at Kofax. “Accelerate attendees will also benefit from customer stories, Kofax solution demos, and a first-hand look at our Cloud, Customer Experience, and Artificial Intelligence product vision and strategy.”

Kofax Accelerate 2022 will be held across three time zones to accommodate global attendees in the Americas, Europe and Asia Pacific.

  • Americas: May 9 and 10 – 12:00 p.m. Eastern Time
  • Europe, Middle East and Africa (EMEA): May 11 and 12 – 10:00 a.m. Central European Time
  • Asia Pacific / Japan: May 17 and 18 – 11:00 a.m. Singapore Standard Time
News, Retail

Peak Technologies and Keephub Launch Partnership to Help Retailers Improve Operational Efficiency, Employee Engagement and Communication

The Combination of Peak Technologies’ M-Netics software suite and Keephub’s SaaS platform provides retailers with the tools they need to empower employees and improve customer service

CHIPPENHAM, WILTSHIRE – UK (25 April 2022) – Peak Technologies, the market-leading provider of digital supply chain, mobile workforce and retail solutions featuring the M-Netics software suite, has announced a new partnership with Keephub, the SaaS-based communication platform that offers leading retailers and other companies with mobile workers a one-stop-shop solution for increasing engagement and a more efficient and qualitative work process.

Peak Technologies’ M-Netics retail software is a complete suite of retail applications designed for use from the warehouse (M-Netics eTrack), to the store (M-Netics Retail) and to the point of final delivery (M-Netics ePOD). The M-Netics eTrack solution facilitates the tracking of items through a logistics operation, providing a track scan audit trail, validated containerisation and de-containerisation, marshalling, vehicle loading and dispatch. The M-Netics retail solution for instore operations is used by staff to provide improved customer service, real-time stock visibility and multi-channel fulfilment. The M-Netics ePOD solution streamlines, automates and manages every aspect of a customer’s delivery operation.

“The Peak Technologies M-Netics retail suite is a complete end-to-end mobility solution for enterprise retail organisations delivering increased visibility and productivity from the stock room to the retail floor and beyond,” says René Schrama, UK Managing Director for Peak Technologies. “Through our partnership with Keephub, we are now able to extend our value add to the mobile worker in a retail setting by also offering additional capabilities to improve employee engagement, internal communication and task management,” added Schrama.

Keephub is a SaaS-based communication platform for non-desk employees offering leading companies a modern one-stop-shop solution for increasing engagement and a more efficient and qualitative work process. The technology provides a frictionless user experience on the mobile device of the non-desk employee and managers.

“We are extremely excited about our new partnership with Peak Technologies because our solutions are both designed at their core to help achieve operational excellence for a mobile workforce. Peak’s competence is mobilising business processes across the enterprise retail spectrum while Keephub is focussed on empowering, engaging, and connecting the mobile worker to drive efficiency and improve customer service,” says Bernard Schreiner, Commercial Director, Keephub. “Our solutions are very complementary and allow a retailer to meet evolving customer needs with Peak’s M-Netics software suite while also keeping employees motivated and connected with Keephub’s software all resulting in giving employees everything they need to perform better,” added Schreiner.

Peak Technologies will be presenting its M-Netics Retail software solutions at the Retail Technology Show 2022 on Stand 6C60 on 26-27 April @ Olympia, London. Peak Technologies will also be showcasing its new partnership with Keephub and other retail technology partnerships at their stand:

https://www.retailtechnologyshow.com/exhibitors/peak-technologies

News, Telecoms

Customer ‘retargeting’ on mobile driving 100x increase in sales, reveals new Upstream data

Automated retargeting via mobile can drive campaign efficiencies while guarding against spam

Athens, March 17, 2022 – ‘Retargeting’ a consumer via mobile that has already interacted with a brand is more than ten times more likely to result in an order or other positive engagement compared to an initial communication, according to new data from mobile marketing experts Upstream. The improvement is even greater, almost 100 times, if the mobile marketing campaign’s retargeting is performed on the same day the consumer initially engaged with the brand.

These findings were based on real-world campaigns being deployed on Upstream’s martech platform ‘Grow’. This award-winning platform is being deployed by MNOs and brands around the world, including via one of Brazil’s largest mobile operators serving more than 45 million subscribers.

The data shows that brands that are able to dynamically reengage with potential customers are seeing dramatic improvements in their mobile marketing campaigns. Mobile retargeting aims to capture customers that demonstrated an interest in a brand’s product or service, for example, by engaging with a website or going through a purchase process but abandoning the order before completing it.

“The unique data we extract from Grow provides actionable insight for marketers looking to fine tune their campaigns in a rapidly evolving digital marketing environment,” said Chrysa Karamanidi, Chief Innovation Officer at Upstream. “As third-party cookies are phased out over the next year, the ability to dynamically target – and retarget – potential customers using effective automation processes without overwhelming the user is becoming key to unlocking marketing success.”

According to the data released by Upstream today, same-day retargeting via automation leads to a 90 per cent increase in the campaign’s efficiency (sum of orders divided by number of impressions) compared to doing so manually. Automated features within Grow guard against ‘spamming’ by setting the volume of follow-up messages based on where the user had previously progressed to in the journey, ranging from an initial ‘bounce’ from a website to later stages such as the payment step. Automated retargeting via Grow requires nearly half the number of messages (-47 percent) sent to a user to achieve the same results.

Upstream unveiled Grow in 2021, consolidating audience management, automation, channel orchestration, insights and analytics, security, and a creative studio onto a single platform. Brands across multiple sectors, such as telecoms, education, insurance, banking and retail are deploying Grow to deliver successful multichannel campaigns.

News

Globalization Partners on track to meet customer and revenue goals

Company ramps up hiring to 150 internal employees per month to meet market demand 

 

Globalization Partners, which simplifies global remote team building by making it fast and easy for companies to hire anyone, anywhere within minutes via its SaaS global Employer of Record (EOR) solution, today announced that at just nearly halfway into 2021, it is already on track to meet its forecasted 2021 new customer acquisition goal by 130 percent and similarly exceed its original revenue projections.    

 

The company’s dramatic growth reflects the demand for high-quality, scalable, global remote work solutions in a business environment that has quickly shifted towards a “remote-first” work culture. Globalization Partners is reporting record-breaking results with an upwards revised financial forecast of more than USD$1 billion dollars in annualised recurring revenue (ARR) by the end of 2021. To accelerate even beyond this unprecedented growth, the company is currently working to dramatically increase capacity, and capitalise further on its market leading position in what industry experts call a trillion-dollar remote work industry. 

 

At the onset of 2021, Globalization Partners planned to hire 300 new employees over the course of the year. Now, the company is upgrading that initial projection to 150 internal employees per month in the second half of 2021 and beyond, while maintaining its commitment to customers by ensuring a continued 97 percent customer satisfaction rating. 

 

“The pandemic proved global remote teams are the way of the future and companies increasingly want to hire great talent anywhere they can find it,” said Nicole Sahin, CEO and Founder, Globalization Partners. “We have built a legally compliant SaaS global Employer of Record platform that gives anyone the ability to hire great talent anywhere within minutes without establishing subsidiaries. Companies are turning to us because they know they can trust the quality of our world-class platform and exceptional customer support team to support their global remote workforce.” 

 

“Remote working has become a trillion-dollar industry, and in less than a decade, 50 percent of the western workforce will be permanently remote,” said Liam Martin, Co-Founder, Running Remote. “The Employer of Record industry will provide the framework for the global workforce of the future as it gives companies the freedom to hire talent anywhere and the ability to manage payroll internationally for their teams.” 

 

Strong Q1 Results

 

The following metrics highlight record-breaking results: 

 

  • Exceptional ARR growth: Globalization Partners achieved 50 percent increase YoY (Q1/Q1) in ARR between Q1 2020 and Q1 2021.
  • Rapid customer growth: Globalization Partners saw a 150 percent increase YoY (Q1/Q1) in the number of new customers acquired, with rapid adoption in the Americas, EMEA, and Asia Pacific regions. 
  • Success with partners:  Key companies in the HCM space have chosen Globalization Partners as their key partner with fully integrated APIs, solidifying Globalization Partners’ position as the leader in the global remote work technology industry. 

 

“Globalization Partners’ impressive growth is a direct result of the agility and value its technology-enabled Employer of Record platform continues to provide for multinational firms,” said Pete Tiliakos, Principal Analyst, NelsonHall.  “Its vision, commitment, and steady investments to further innovate and de-risk global expansion have positioned it well for sustained growth by meeting the needs of emerging firms seeking to support a growing global workforce.”

 

As an EOR, Globalization Partners allows companies to hire anywhere in the world by serving as the legal employer, ensuring compliance with local employment laws and regulations, freeing up companies to manage and direct the daily work of their team members. To see a demonstration, please watch this video. 

Data, News, Technology

Video chat for customer services sees 89% growth in UK

Webhelp, a leading global customer experience and business solutions provider, has today released new research regarding consumer preferences towards video chat. The research conducted during the pandemic found that, whilst COVID-19 has resulted in an uptick in the use of video calls across both personal and professional lives, consumer preferences for the use of video calling in a customer service setting have dramatically increased at 89%. This data is underlined by the increased opportunities that Webhelp is seeing to support its clients and their customers effectively with video chat as a new channel.

The research, which polled over six thousand consumers across the UK, France and Germany, found that prior to the pandemic, only 19% of British consumers had used video-calling in a customer service setting; however, since COVID-19, that number has grown substantially. The research highlighted that 36% of consumers are now using video to interact with brands; either the same amount or more, since the pandemic started. And when asked whether they would use video calls to contact businesses after the pandemic had subsided, 34% of consumers revealed they would likely use it the same, if not more.

Vincent Tachet, Group CIO of Webhelp, comments on the findings:
“As we go into 2021, consumer behaviours are understandably continuing to change dramatically as a direct result of the pandemic. Alongside improvements in technology, this is making video chat more accessible for consumers and more successful for brands, if used in the right context. Video chat makes full use of the capabilities of the technology devices now available to consumers and agents. The interaction itself can take many forms. For example, customers can share their cameras to help identify technical issues, or agents can co-browse with the user to show product features or benefits. This can help reduce overall contact time and therefore cost-to-serve or increase the opportunity for sales conversion and additional revenue – whilst also helping take the experience to the next level for brands. Even if it is not going to be appropriate for every customer interaction, we are seeing great success in high value sales, insurance claims, and during complex or critical customer service conversations. Similarly, for our clients who are looking for new and innovative ways to market their services, video has provided some real added value and set them apart from their competitors.”

Other key findings from the Webhelp research, conducted by OnePoll, include:

• Social networking and speaking to family were the most commonly adopted use cases for video-calling, both pre and post COVID-19.
• Customers were more likely to want to use video when dealing with insurance claims, accessing hardware and technical support and when entering into high value sales and mortgage conversations.
• 25% of British consumers said they would switch to a different brand if that brand offered video chat as an additional channel for sales and customer service.
• Citizens between 25-34 years old, and people who have used video chat when contacting organizations, are more likely to express a preference for this channel.
• 24% of UK consumers expect they will keep using video as much as they do now, whilst 10% predict that they will actually use it more after the pandemic.

Helen Murray, Chief Client Solutions Officer, at Webhelp in the UK says:
“We are far from out of the danger zone when it comes to COVID-19, but given the roll out of the vaccine, we wanted to look at the impact of video calling in a post pandemic world. Our results are certainly a timely reminder that video chat is here to stay. We’re always looking at emerging channels here at Webhelp and video is fast becoming a way for our clients to differentiate themselves from their competitors. If done well and used in the right context, brands can not only improve their customer services, but also their sales too. Video calling could well give a brand a competitive advantage both now and in the future. This is certainly something we have been seeing across the brands we partner with who are already bringing this innovative channel into their customer experience journey armoury.”

Awards, News, Sport

Tottenham Hotspur and Soul Corporations joint winners of Best Customer and Employee Engagement programme 2020 award

Recognised by the International Engage Business Media Awards, the partnership between Tottenham Hotspur Football Club, and Soul Corporations, leadership consultancy that helps leaders drive their business forward with soul, on Thursday 3 December won the Best Customer and Employee Engagement programme 2020 award.

The Spurs Way programme has been designed to fulfil a new vision for the newly opened stadium to become an exceptional home for the team for generations to come, and to create the most digitally advanced stadium in the world, with a vibrant customer-centric culture. The Tottenham Hotspur Stadium replaced the club’s previous home at White Hart Lane last year, becoming the third-largest football stadium in England and the largest club stadium in London. The building was designed as a multi-purpose stadium featuring the world’s first dividing retractable football pitch with a synthetic turf pitch underneath for NFL London Games, concerts, and other events.

The joint effort has seen the development of core values, The Spurs Way, to engage the heart and soul of people, mapping out the touchpoints for various types of customers to ensure they receive seamless and excellent service. Soul Corporations supported the design and rollout of a series of events aimed at creating personal connections with the values and the brand, helping leaders and teams to map out, document and track the key processes that would impact the end-to-end customer journey. Facilitating the Spurs Way Action Groups (SWAG), the teams have jointly created over 140 identifiable initiatives, using agile principles to enable staff to drive continuous and sustainable improvements.

“Nicholas and his team helped us get to a high level of performance very quickly. Their level of professionalism across the team has been second to none. They helped us identify and address a number of critical ‘showstoppers’, with some real clarity of thought helping us think differently about our priorities. They filled a gap when we needed extra capability and an independent voice, as well as giving our people a voice.”, said Andy O’Sullivan, Venue Director, Tottenham Hotspur Football Club.

“The club has won a raft of industry awards and we’re very proud to have helped them achieve this and honoured to win this top award.”, added Nicholas Brice, CEO of Soul Corporations. His team have been previously awarded three joint National Training Awards for their leadership development, change management and learning partnership with Brighton’s football club following their move to their new stadium in 2011.

About Soul Corporations:

Soul Corporations is a leadership consultancy and global movement that aims to connect people with their own soul, the soul of their team, the soul of the organisation. To arrange a masterclass for your team on the key learnings from these projects, please get in touch.