Confirmit Named a Leader in the Gartner Magic Quadrant for Voice of the Customer | News

NEW YORK and OSLO, Norway and LONDON, Dec. 3, 2020 /PRNewswire/ — Confirmit has been named one of the four Leaders in Gartner’s Magic Quadrant for Voice of the Customer.

According to Gartner, “A Magic Quadrant identifies and analyzes the most relevant providers in a market. To be included in this Magic Quadrant, each vendor had to demonstrate that it satisfied certain criteria.”

The definition of the Leader Quadrant, according to Gartner is, “Leaders have the ability to execute their vision through VoC products, services and demonstrably solid business results in the form of revenue and earnings. Leaders have significant successful customer deployments in a wide variety of industries — from small businesses through to multiple proofs of deployment for more than 1,000 users. They are often the vendors against which other providers measure themselves.”

This year, Confirmit merged with data visualization specialists, Dapresy, adding advanced new reporting capabilities

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Dell Technologies announces new security solutions to protect customer data

Dell Technologies Inc. today announced a range of new intrinsic security solutions and services designed to protect customer data across the supply chain, infrastructure, devices and services.

Focusing on helping customers lower security risk and become more cyber-resilient, the announcement includes a new secure supply chain offering designed to make secure commercial personal computers more secure. There’s also enhanced server supply chain assurance that includes cryptographic hardware verification integrity across its server portfolio, as well as an extension of data security-focused services to the entire infrastructure portfolio and third-party products. Finally, a Dell Technologies-only capability brings a new layer of server security to the boot process.

“As digital value is created, security threats follow,” John Roese, global chief technology officer for Dell Technologies, said in a statement. “Security is the foundation of everything we do and our intrinsic security approach addresses our customers’ need for trusted technology and partners to

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Five crucial ethical questions in the future of Customer Experience

As some of you may know, I have recently launched my very first work of fiction: tech thriller Eternal (buy it here in Dutch), about the tech giant X-Com and its ground-breaking technology that promises eternal life. As so often with solutions that sound great on paper, there is a dark side to the story, which first becomes clear when a self-driving car lunges off the San Mateo Bridge in San Francisco and lands into the water after taking an abrupt and unexplainable turn to the left. One of the biggest reasons why I wrote Eternal, is to make people reflect upon the consequences of technology, something which I have already written a lot about in my books and blogs.

Since man has evolved into a conscious and intelligent being, we have always had a ‘Can we do it?’ mentality about technology. Just think about JF Kennedy’s ‘eternal’ quote “We

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Are Customers Behaving Worse To Customer Service Employees In The Face Of Covid?

Are customers behaving worse toward the people who serve them, in the face of the Covid-spawned crisis we’re all living through? Or are customers actually getting easier to please and more empathetic to the plight of the businesses and the customer service employees with whom they interact?

The reality is that it’s going both ways. First, here’s what I’m seeing (in my work as a customer service consultant and turnaround expert), on the negative side: Some customers, being under stress themselves, have been taking that stress out on what they view as a safe target: customer service representatives they interact with from a distance rather than family members they know they’ll have to face again at the dinner table or in the marital bed.

Which is monumentally unfair, but there it is.

In addition, the bizarro and disheartening national divide on masks and other anti-pandemic safety precautions has led

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Facebook to buy customer service startup Kustomer

FILE PHOTO: The Facebook logo is displayed on a mobile phone in this picture illustration taken December 2, 2019. REUTERS/Johanna Geron/Illustration

(Reuters) – Facebook Inc said on Monday it would buy customer service startup Kustomer, as the world’s largest social network adds tools to attract more sellers to its platforms.

Kustomer allows businesses to aggregate customer conversations from multiple channels into a single-screen, and also to automate some of the responses to prospective buyers. The New York-based firm already has its services integrated on Facebook Messenger and Instagram.

The deal will also enable Facebook to scale up its WhatsApp Business service, as more companies flock to the instant messaging app to answer customer queries during the COVID-19 pandemic.

Financial details of the deal were not disclosed.

The Wall Street Journal, which first reported about a likely acquisition, said the transaction valued Kustomer at $1 billion.

Facebook has doubled down on

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Tech Leaders Come Together to Build Out the Future of AI in Customer Support

SAN FRANCISCO, Nov. 25, 2020 /PRNewswire/ — Forethought, an AI enterprise company, today unveiled its Customer Advisory Board. The group comprises industry leaders that advise on the future of AI in enterprise. Given each party’s breadth of experience, the collaboration seeks to expand market knowledge and the future of exceptional customer support when powered by AI. 

With COVID-19, people around the globe transitioned to a digital-first world and customer support queues filled to the brim, with tickets piling up to 5x their usual numbers. Industry leaders, like Pinterest and Carta, partnered with Forethought to help reduce ticket resolution times and enable customer support agents to focus on more complex customer concerns. 

“Customer experience is at the heart of every business and has a big impact on how customers engage with the company and their loyalty,” said Gerald Hastie, Head of Global Customer Ops at Pinterest. “As an industry,

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For Social Security Chief Andrew Saul, Customer Service Is Job 1

By Richard Eisenberg, Next Avenue

In recent years, the Social Security Administration had a pretty lousy — and worsening — reputation for customer services. Nearly 125 of its field offices were shuttered and hold times on the agency’s 800-number line were often infuriatingly long. Then Andrew Saul was sworn in as the agency’s Commissioner in June 2019, at age 73.

The first thing the former chair of the Federal Thrift Investment Board said after taking over was that he’d fix customer service at Social Security. But soon after he got to work on that, the pandemic hit, forcing the agency to close its field offices except for a few essential services, to protect employees and the public. Saul was undeterred.

“To be honest, a year ago, I never thought we would be this far along now,” Saul told me. “It did take us time to get

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Calling All Customer Service Superheroes

It’s been a tough year for everyone. This holiday season is your chance to shine by delivering compassionate support.

For most of us, it won’t be the festive season we are accustomed to, but despite COVID-induced restrictions, I’m certain one aspect will remain the same: shopping. And lots of it.  

While Deloitte expects only moderate overall retail growth over the 2020 – 2021 holiday season, their analysts predict 25% – 35% year-over-year growth in online sales. Not a big surprise during a time when communing with the shopping mall masses seems a bit on the dicey side.  

Still, this trend has serious implications for businesses and their customer service organizations.  

For companies struggling to attract in-person customers, online sales are a lifeline but also something of a minefield, especially for businesses not used to fielding

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How To Focus On Your Customer: Focus On Your Technology Platform

Ecommerce has never been more important than it is right now, and Shopify is at the center of this. We handle everything from marketing and payments, to secure checkout and shipping, for more than a million businesses worldwide. This makes Black Friday and Cyber Monday the most important time of the year not only for Shopify, but for our merchants too. In 2019, our merchants sold over $2.9 billion during the sales weekend, and early trends indicate that the pandemic hasn’t impacted interest in shopping sales.  

This year, we are offering our merchants a faster way to make great decisions about their business: online reporting within seconds. For online retail businesses, it’s the difference between reading, discussing, and reacting to customer behavior over a period of days or weeks, versus reacting to things as they happen. Real-time reporting in areas like marketing will enable our merchants to serve their customers

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Customer engagement for a new digital-first world (VB Live)

Presented by Bold 360 by LogMeIn


In a pandemic-struck world, digital maturity and artificial intelligence is critical. It helps optimize costs, boost customer satisfaction, and improve self service. Learn how organizations can protect themselves and their customers most cost-effectively in this VB Live event!

Register here for free.


At the end of 2019, customer experience emerged as the most powerful competitive differentiator, meaning more to buyers than either cost and convenience. Customers continue to expect click-of-a-button convenience, which is why current technology, like AI-powered self-service and bots, have become the most cost-effective way to ramp up your customer service. These kinds of initiatives have even shown to boost revenue, with 84% of companies reporting growth when they improve service.

Now, the pandemic has moved so much more of our lives online, from shopping to meetings to education. And that makes delivering powerful, frustration-free online experiences more important than ever. AI-powered

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