Khoros Announces the Khoros Kudos Award Winners for Excellence in Digital Customer Engagement

Awards give “kudos” to industry-leading brands revolutionizing CX with Khoros’ software and services for digital care, messaging, chat, online communities, and social media marketing

Khoros, a global leader in digital-first customer engagement software, today announced the winners and finalists of its first annual Khoros Kudos Awards. The awards recognized brands leveraging Khoros’ technology to deliver world-class digital customer experiences that save time and money, create revenue, and, ultimately, create customers for life.

The Khoros Kudos Awards featured 11 categories and over 90 submissions from leading, global brands that shared their stories and successes. Winners and finalists for each category were announced at the company’s second annual industry event Khoros Engage:

Winners were determined by a two-step process: initial peer voting by way of “kudos” (similar to “likes”) on Atlas, the Khoros Community platform, and then those scores were combined with the evaluations of a panel of judges (which included independent industry experts).

View the full list of award winners and finalists on Khoros’ Atlas community here. To learn more about Khoros and its digital-first customer engagement software, visit khoros.com.

About Khoros

Khoros is a global leader in digital-first customer engagement software. We build enterprise software for digital customer service, messaging, chat, online brand communities, and social media management — differentiated by award-winning services with 20+ years of experience. Over 2,000 brands, including 52 of the Interbrand 100 companies, use Khoros to power approximately 500 million daily digital interactions, and create customers for life. Khoros has over 10 industry awards from TrustRadius, Stevie Awards, G2, and more. Khoros, built from Spredfast and Lithium, has 9 offices globally and is part of Vista Equity Partners. For more information, visit khoros.com.

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Mandy Mayekawa
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NICE to Showcase Strategies for Driving Agile Customer and Employee Experiences

New thought leadership focused virtual events bring together acclaimed industry and product experts delivering insights on boosting performance and satisfaction using analytics, automation, cloud and WFM

NICE (Nasdaq: NICE) today announced the launch of new virtual events presenting thought leadership and best practices for ensuring extraordinary experiences in the face of dynamic change. While many organizations have ensured business continuity by having employees operate remotely from home or in hybrid remote/in-office environments, neither the pandemic nor the pace of change is showing signs of abating. Agility in understanding the implications of change and swiftly making critical decisions that drive unparalleled customer and employee satisfaction is pivotal to business success. This series of virtual events, named ‘Agile Customer Experience: Leadership for a New Reality’ will demonstrate how organizations can leverage intelligent analytics, automation, cloud and WFM technology to deliver agile customer experiences that generate loyalty. For more information or to sign up, please click here.

This series of virtual events will feature revered analysts and NICE product leaders sharing steps companies can immediately take to empower agents as they work remotely and drive workforce agility. Analyst firms slated to present include Aberdeen, DMG Consulting, McGee-Smith Analytics and more. Key virtual events in the series include:

  • October 15, 2020: Paul Stockford, President & Chief Analyst, Saddletree Research, will discuss “The Contact Center Perfect Storm and the Agile Workforce”

  • November 12, 2020: Donna Fluss, President, DMG Consulting LLC, will present “WFM Re-Imagined for the Post COVID-19 Workforce”

  • December 1, 2020: “How AI-Driven Quality Monitoring Delivers Agile Customer Experience” by Sheila McGee-Smith, President & Principal Analyst, McGee-Smith

  • December 3, 2020: Dana Shalev, Head of Product Marketing, Multi-Channel Recording, NICE, will discuss “Contact Center’s Irreversible Trends”

Eran Liron, Executive Vice President, Marketing and Corporate Development, NICE, said. “While a lot has changed in the

Invoca Study Finds Increased Role of Website Experience and Customer Service in Big-Ticket Purchases During COVID-19

SANTA BARBARA, Calif., Oct. 12, 2020 /PRNewswire/ — There’s no denying that the COVID-19 pandemic has impacted our lives: it is changing the way we work, how we interact with family and friends, and the way we shop. A new report from Invoca, “High-Stakes Purchases and Consumer Confidence in the COVID Era,” highlights data from a survey of 500 U.S. adults to understand specifically how consumers are approaching expensive and complex purchases in this new environment. The data uncovers important findings for businesses aiming to give consumers confidence in making these complicated purchases online. 

Despite the economic downturn brought on by COVID, Invoca’s report finds people are still making high-stakes purchases, such as cars, insurance policies, wireless plans, and big-ticket home improvement items. However, they’re changing the way they research and buy these items, in many cases moving entirely online. For example, the survey found online purchases in automotive grew 115% since March and increased 85% in home services. That said, consumers have important concerns when shopping online: People are most concerned that they won’t be able to verify the product or service quality before purchasing (36%), that they’ll choose the wrong product or service (22%), that refunds will be complicated (21%) and that they won’t get the best deal (19%).

Given the level of cost and complexity these types of purchases require, the report uncovered how brands can help consumers feel more confident when it comes to making these purchases online.

  • Brands must create a smooth online experience with options to get live help: For consumers making complex purchases online, it’s just as important to provide them with an option to get live, expert sales assistance as it is to have a fully functional website across devices. 81% of consumers said that just having a

Twilio is buying customer data startup Segment for between $3B and $4B

Sources have told TechCrunch that Twilio intends to acquire customer data startup Segment for between $3 and $4 billion. Forbes broke the story on Friday night, reporting a price tag of $3.2 billion.

We have heard from a couple of industry sources that the deal is in the works and could be announced as early as Monday.

Twilio and Segment are both API companies. That means they create an easy way for developers to tap into a specific type of functionality without writing a lot of code. As I wrote in a 2017 article on Segment, it provides a set of APIs to pull together customer data from a variety of sources:

Segment has made a name for itself by providing a set of APIs that enable it to gather data about a customer from a variety of sources like your CRM tool, customer service application and website and pull that all together into a single view of the customer, something that is the goal of every company in the customer information business.

While Twilio’s main focus since it launched in 2008 has been on making it easy to embed communications functionality into any app, it signaled a switch in direction when it released the Flex customer service API in March 2018. Later that same year, it bought SendGrid, an email marketing API company for $2 billion.

Twilio’s market cap as of Friday was an impressive $45 billion. You could see how it can afford to flex its financial muscles to combine Twilio’s core API mission, especially Flex, with the ability to pull customer data with Segment and create customized email or ads with SendGrid.

This could enable Twilio to expand beyond pure core communications capabilities and it could come at the cost of around $5 billion for the two

Robinhood Accounts Looted and No Customer Service to Call

Accounts Looted, Customers Watched Helplessly

Have a problem at Robinhood? Well, that’s too damn bad. 

Robinhood might take 3 weeks to get back to you, even in cases of fraud in progress. 

Please consider No One at Robinhood to Call

It took Soraya Bagheri a day to learn that 450 shares of Moderna Inc. had been liquidated in her Robinhood account and that $10,000 in withdrawals were pending. But after alerting the online brokerage to what she believed was a theft in progress, she received a frustrating email.
 

The firm wrote it would investigate and respond within “a few weeks.” Now her money is gone.

Pruthvi Rao, a Chicago software engineer, said his account was hit on Oct. 6. His bet on Netflix Inc. was liquidated and $2,850 was soon withdrawn. He said he’s sent more than a dozen emails to Robinhood’s customer support address, and that he even tried messaging some of the brokerage’s executives on LinkedIn.

Rao showed Bloomberg the same emailed response from Robinhood that Bagheri received. “We understand the sensitivity of your situation and will be escalating the matter to our fraud investigations team,” Robinhood customer service agents wrote them. “Please be aware that this process may take a few weeks, and the team working on your case won’t be able to provide constant updates.”

Robinhood Blames the Users

“A limited number of customers appear to have had their Robinhood account targeted by cyber criminals because of their personal email account (that which is associated with their Robinhood account) being compromised outside of Robinhood,” a spokesman for the company said in an email. “We’re actively working with those impacted to secure their accounts.”

No doubt people had weak passwords. But it appears Robinhood had no controls preventing the change of critical information.

Financial institutions, including Robinhood,