Uncategorized

Introducing Max by ENGAGEcx

by David Trice on April 16, 2018

ENGAGEcx Introduces Max an Intelligent Virtual Host for Brick-and-Mortar Brands that answers, Who’s in your store?

ENGAGEcx announces a major update of their In-Venue Customer Engagement platform, featuring intelligent chatbot capabilities. Max is an intelligent virtual host who knows and understands your customers and empowers teams to deliver a superior customer experience. Max recognizes your customers and alerts you of their presence in your venue. Max provides a unique Engagement Scorecard that keeps you up to date on customer activity and engagement. Max can automatically create Spark rooms for specific customers to ensure an exceptional level of service. Max keeps track of all the important details so you can take care of your customers with an entirely new level of service.

Max is Designed to Unify Customer Knowledge in Real-time

“Cross-functional teams in physical spaces have long had the impossible task of trying to immediately recognize their customers and understand their intent while orchestrating the right level of service,” says David Trice, CEO of ENGAGEcx. “Max provides a collaborative interface that interacts with our real-time engagement platform to inform and empower employees to deliver superior service as never before.” Max is designed to leverage the ENGAGEcx in-venue Location and Engagement services to unify customer knowledge in real-time.

A few of Max’s capabilities include:

  • Recognizing your customers and notifies you when they arrive on site.
  • Delivering triggered notifications based on customer segments
  • Locating customers in your venue in real-time to aid in customer engagement
  • Searching across zones in your venue for a precise customer location
  • Automatically creating collaboration rooms to deliver focused customer service
  • Delivering an Engagement Scorecard upon your request for quick reference

Learn more Here.

Max is available via Cisco Spark

Max is now available for use via the Cisco Spark enterprise collaboration platform that has been recognized as Market Leading in Gartner’s 2017 Magic Quadrant for Unified Communications.

With Max, ENGAGEcx provides a unique integration across leading products in the Cisco portfolio. ENGAGEcx is recognized for its market-leading ability to illuminate customer behavior via its in-venue Location Services that sit atop Cisco and Cisco Meraki. Max connects this real time customer journey to a team oriented, collaboration platform in Cisco Spark in order to empower employees with visibility into their customers behavior.

ENGAGEcx Industry Leadership

Recent industry analyst reports have recognized ENGAGEcx In-Venue Customer Engagement leadership. Following are some of these reports:

 

About ENGAGEcx

ENGAGEcx is a cloud-based, customer-aware IoT platform that sits at the edge of an organization and observes and engages the customer as they move across the growing array of digital platforms, devices and sensors. ENGAGEcx integrates emerging technologies – such as WiFi, beacons, LiFi, etc. – with existing internal systems to create the backbone for bridging the digital and physical identity and activity of customers. Initially deployed in B2C environment (retail, hospitality, sports & entertainment) ENGAGEcx collects, enhances and transforms data for real-time customer profiles, customer journey attribution, occasion management, improving customer experiences and empowering associates to deliver superior service. For more information visit www.engage.cx.

For more information contact pr@engage.cx.

read more
David TriceIntroducing Max by ENGAGEcx

ENGAGEcx featured in Gartner’s Market Guide for Customer Journey Analytics

by ENGAGEcx on September 6, 2017

Atlanta, GA September 5, 2017 – ENGAGEcx (www.engage.cx) a leading provider of Connected Customer Engagement solutions, today announced it has been featured in the Market Guide for Customer Journey Analytics, 2017 report by Gartner, Inc. The Market Guide evaluates CJA applications that deliver business-critical insights to organizations seeking to understand the customer journey and improve customer experiences.

In an increasingly customer-centric, on-demand world, leading brick and mortar brands are looking for ways to analyze customer, guest and fan behaviors across digital touch points and physical venues. Gartner’s Market Guide for Customer Journey Analytics not only validates the market for solutions to these complex problems but also prescribes a process for Brands to follow to ensure needs are appropriately aligned.

“We are proud to be included in Gartner’s Market Guide for Customer Journey Analytics.  We believe that our inclusion is a result of our unique focus on brands with physical venues,” says David Trice, ENGAGEcx CEO. “Customers in our markets of Hospitality, Restaurant, Retail and Sports and Entertainment need Journey Analytics that span all customer touchpoints, digital and physical.  Our ability to see these journey’s and score engagement is enabling our customers to deliver meaningful ‘Wow’ moments to a highly curated groups of customers in real-time in a way that both improves relationships and drives revenue.”

Connecting Digital Activities to Physical Venues…in Real-time

ENGAGEcx connects individuals across physical spaces and digital activity to drive revenues and customer loyalty. Consumer brands with physical venues or stores rarely have visibility to on site customer behavior, causing them to miss revenue opportunities. ENGAGEcx solves this problem in real-time by connecting POS, Ecommerce, CRM, mobile apps and other digital (and largely silo’d) information with on-site (high volume and physically distributed) data collected through sensor-based technologies like Location services, WiFi, Bluetooth, RFID, NFC, etc. With deep emphasis on the on-site behavior, brands finally have a single, real-time view of the consolidated customer journey. The Engagement Score evaluates the relevance of cross-channel customer behavior on every interaction to identify key moments in the journey to engage the right customer. Engaging those with higher scores ensures higher conversions and ultimately revenue.

Those interested in learning about ENGAGEcx and Customer Journey Analytics can download a copy of the report here.

Required Disclaimer:
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.

Gartner “Market Guide for Customer Journey Analytics, 2017” by Jason Daigler, Jim Davies, Brian Manusama, Guneet Bharaj

About ENGAGEcx
Located in Atlanta GA, ENGAGEcx is a leader in Connected Customer Engagement and provides an on-demand, cross-channel customer profile that connects online, digital engagement with sensor-based, on-location customer activity. Our unique approach provides real-time access to highly engaged customers via an engagement score and deep behavior analytics that enables our customers to identify and target customers that will drive revenue and improver customer relationships in real-time. Please visit us at www.engage.cx to learn more.

read more
ENGAGEcxENGAGEcx featured in Gartner’s Market Guide for Customer Journey Analytics

ENGAGEcx named Gartner Cool Vendor

by ENGAGEcx on May 25, 2017

Click here to get a copy of the report

Atlanta, GA May 25, 2017 – ENGAGEcx (www.engage.cx) a leading provider of Connected Customer Engagement solutions, today announced it has been named in the Cool Vendors in Digital Commerce, 2017 report by Gartner, Inc. The annual Cool Vendor report evaluates emerging vendors that provide innovative, impactful and intriguing technologies.

According to the report, “Commerce initiatives seek to increase profits, improve customer experience and develop long-lasting relationships with customers. The Cool Vendors in digital commerce for 2017 place a special emphasis on using data and commerce infrastructure to better understand and serve customers.”

“We are proud that Gartner has recognized us for the innovative work we are doing in the area of Connected Customer Engagement and our specific emphasis on completing the digital-to-physical customer journey,” says David Trice, ENGAGEcx CEO. “Our customers agree as they are choosing ENGAGEcx because our innovations in real-time, profile-driven customer journeys, deep on and off-site location insights and delivery of a cross-channel Engagement Score provide the ability to both improve customer relationships and drive revenue.”

Connecting Online to Offline…in Real-time

ENGAGEcx is a multichannel, connected customer engagement solution that bridges the online and offline journey to drive revenues and customer loyalty. Consumer brands with physical venues or stores rarely have visibility to on site customer behavior, causing them to miss revenue opportunities. ENGAGEcx solves this problem in real-time by connecting POS, Ecommerce, CRM, mobile apps and other digital (and largely silo’d) information with offline (high volume and physically distributed) data collected through sensor-based technologies like WiFi, Bluetooth, RFID, NFC, etc. With deep emphasis on the in-venue behavior, brands finally have a single, real-time view of the consolidated customer journey. The Engagement Score evaluates the relevance of cross-channel customer behavior on every interaction to identify key moments in the journey to engage the customer. Engaging those with higher scores ensures higher conversions and ultimately revenue.

Those interested in learning about innovations in digital commerce that drive revenue and loyalty can download a copy of the report here.

Required Disclaimer:
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Gartner “Cool Vendors in Digital Commerce, 2017” by Jason Daigler, Sandy Shen, Penny Gillespie, Magnus Revang, Mike Lowndes, May 22, 2017

About ENGAGEcx
Located in Atlanta GA, ENGAGEcx is a leader in Connected Customer Engagement and provides an on-demand, cross-channel customer profile that connects online, digital engagement with sensor-based, on-location customer activity. Our unique approach provides real-time access to highly engaged customers via an engagement score and deep behavior analytics that enables our customers to identify and target customers that will drive revenue and improver customer relationships in real-time. Please visit us at www.engage.cx to learn more.

read more
ENGAGEcxENGAGEcx named Gartner Cool Vendor

The New Loyalty – Measuring Brand Stickiness (part 1 of 3)

by David Trice on March 2, 2017

Part 1 – Traditional Loyalty is at a Cross-roads

Click to download The New Loyalty 3 part series

As consumers, we don’t have to look much farther than our own smart phone to realize that even the newest loyalty programs don’t really work.  However, its not for a lack of trying.  A recent study by Accenture suggests that 90% of brands employ some kind of loyalty program.   It’s likely that most of us have used a mobile app that is intended to be the “remote control for the relationship”. Unfortunately, for the vast majority of customers, after the newness of the app wears off so does the effectiveness of the program.

The Accenture report offers that the lack of adoption is only the beginning suggesting that 25% of consumers say the repeated attempts at engendering loyalty are hurting the relationship.  Even more unnerving to the brand, Millenials are more likely to have a negative reaction to a company’s attempt to earn their loyalty.

Using myself as the example, I have 3 loyalty apps on my phone.  One I use when I travel.  The other two I haven’t used in months.  This pattern seems to reflect the state of the industry according to Accenture.  However, there is an important point that seems to be overlooked – my lack of app usage does not reflect my loyalty to those two brands.  I frequent each of them, sometimes more than once weekly.  I just haven’t found the mode where their app, the stars earned and incessant emails are relevant as a part of my daily life.  In the end, their view of me is purely an analytical one that results in an incorrect, or incomplete, view of a really loyal customer.

This ineffectiveness leaves a brand a bit lost when it comes the best way to building true relationships with today’s customer.  On one hand, the brand doesn’t know how to connect with their most loyal customers…and apps aren’t helping.  On the other hand, the never ending barrage of promotional offers pushes us away.

For Brands, the crossroads is real, yet all hope is not lost.  In part two of this post, we’ll explore the areas of location and frictionless customer experiences as they hold hope for loyalty marketers.

Go to Part 2 – Creating Loyalty with Customer Experience and Location

Download the full 3-part series HERE

read more
David TriceThe New Loyalty – Measuring Brand Stickiness (part 1 of 3)

Engage Every Guest like a VIP

by ENGAGEcx on October 13, 2016

Did you ever wonder what it felt like to always be treated like a VIP?hostess-w-flowers

Imagine you’re a VIP in a scenario you have encountered on your last vacation or business trip. It starts with you jumping online to check out the availability with your favorite hotel company at your targeted destination. While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% off because of your long-standing loyalty. Before booking the room, you want to check a few details about the property, so you make a call to the company’s customer service department. The associate on the phone greets you by name, and she knows about your room preferences and the 10% offer you’ve already been extended. She answers your questions about the property, puts the booking through for you with the discount applied. Fast forward to the day of your arrival: When you walk into the property to check-in, the property’s digital ecosystem sees you and alerts the front desk to your arrival. The staff greets you by name, assures you your corner room is ready, and offers to make you VIP reservations at the hotel restaurant, complete with two complimentary drink vouchers. When you arrive to your room, there is a handwritten card from management, welcoming you.  Finally, after unwinding in the lounge you receive an offer for dinner that evening at the Hotels best restaurant.

Sound too good to be true? Not in the least. This version of great customer experience within the guest journey can be achieved today – and with the right customer engagement solution, it can be achieved without spending a ton of money. The solution is to create an empowered ecosystem, tailored for the hospitality industry, that governs the entire customer experience — from booking, to arrival, to time spent at your destination (both on the property and off), to departure. This completely immersive guest experience can be realized through the implementation of a consumer focused, purpose built Connected Customer Engagement solution, one that powers the entire ecosystem from booking websites, to travel communities and the hotels, restaurants and activities that fall in-between all working together to create an immersive experience for you the customer.

Engagement Score Defines VIPs

Every guest’s journey is made up of each touch point a guest has with a brand or property.  A Connected Customer Engagement platform uniquely identifies each customer at every touch point and attributes each interaction – both digital and human – in real time and scores them by to the frequency and importance. The ENGAGEcx Engagement Score extends current loyalty solutions by providing insights into how your best customers engage.  So, the higher the score, the more engaged the customer. By recognizing and scoring behavior at each touchpoint, a company can begin to put together a more detailed profile of each guest.

Engagement Score as a Performance Index

The Engagement Score also provides the baseline to measure the impact of guest experience on performance across key digital and physical dimensions and it unites the company or property around one common objective: maximizing guest experience. The Engagement Score provides the ability to understand and recognize how guest experience investments are truly impacting financial performance. The beauty of a guest value index is that it focuses hospitality companies on enhancing guest experience, rather than the sales cycle.

A Connected Customer Engagement solution like ENGAGE.cx can make the implementation of the holistic Engagement Score an affordable reality. ENGAGE.cx cleanly sits atop your existing infrastructure doesn’t disrupt any existing business systems or processes, in order to provide companies with one cohesive view of their guest behavior. ENGAGE.cx finally delivers on the full promise that CX has been striving for in the hospitality industry. To see how ENGAGE.cx can help facilitate creating stronger relationships with your guests, contact Engage.cx today.

 

read more
ENGAGEcxEngage Every Guest like a VIP

RSVP for our NRF VIP Event January 17

by David Trice on January 8, 2016

You, craft cocktails, and omnichannel innovation

I’m  thrilled at the response to the next week’s event. Sunday evening after the National Retail Federation (NRF 2016) opens, we’re hosting an exclusive group of VIPs in the Manhattan private showroom of Alton Lane to get a first look at the technology transforming the customer experience.

NRF16 Offsite at Alton Lane Showroom

Top retail Innovators are joining from across the country for Digital to Physical: A Tailored Customer Experience.

Like who? Alice + Olivia, Alex + Ani, Arhaus, Ascena, Bloomingdale’s, Coach, Forever 21, John Hardy, Nordstrom, Tourneau, VF, Warby . . . I could go on and on. Every time I look at our growing list of dozens of VIPs coming in from NRF 2016, I am excited about the group of leaders transforming this industry. I’m grateful to the vision of our partners Cisco Meraki, Sparks Grove and IBM Silverpop for supporting us.

Are you an omnichannel retail innovator attending NRF?

If you’re not satisfied with your omni-channel performance (or your plans Sunday evening), join us. Grab one of the last remaining VIP tickets. Come network with your peers in the exclusive Manhattan showroom of retail innovator Alton Lane. You’ve heard of how they’ve become a fast-growth sensation in bespoke men’s clothing—experience the 3D-fitting room for yourself.

Apotheke CocktailFarm-to-Bar Craft Cocktails, Manhattan-style

You’ll also enjoy the farm-to-bar craft cocktail magic of Apotheke. They are mixing five signature drinks for our evening together.

You’re invited:
January 17, National Retail Federation 2016 Opening Day

The centerpiece of the event is, of course, the customer experience and how to translate that for your brand. We’ll dive deep into that with an immersive experience that takes in the entire showroom and your presence. YOU are the centerpiece of the show just by showing up. This link will get you a free VIP ticket for brick and mortar retailers (while supplies last). All attendees also get a surprise gift. (Let me just give you one hint. It’s cool.)

See you in New York?

RSVP here.
–David Trice and the team at ENGAGE.cx

read more
David TriceRSVP for our NRF VIP Event January 17

It’s not just about customer experience technology; it’s about the CX.

by David Trice on November 3, 2015

customer experience technologyThe walls continue to crumble dividing digital and in-store retail. Not so long ago, online retail was viewed as the enemy of the brick-and-mortar store, a digital upstart which was upending the way retail traditionally operated. But, rather than competing with each other, it is becoming increasingly evident that digital is complimenting in-store retail purchases. According to a recent report by Deloitte Digital, digital interactions are expected to influence 64 cents of every dollar spent in retail stores by the end of 2015, amounting to a whopping $2.2 trillion. The same report found that shoppers who interacted digitally while they browsed in a store converted at a rate 20% higher than those who don’t use digital while they shopped.

read more
David TriceIt’s not just about customer experience technology; it’s about the CX.