CX
North America

FullStory’s digital experience intelligence solution empowers businesses to continuously improve the digital customer experience across sites and apps. At the core of FullStory is a powerful analytics engine that connects digital interactions to the metrics that matter most to businesses. FullStory proactively surfaces top opportunities to optimize digital experience, enabling teams to understand issues, prioritize fixes, remediate bugs, and measure the impact of those changes. With FullStory, product, engineering, and UX teams can align around the customer, break down internal information silos, and achieve company objectives together—faster. The end result? A digital experience customers love.

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In the new rules of business, speed and scale are table stakes. Increased expectations to stay relevant, continuously adapt, work smarter, grow faster, and deliver sustainability are constant pressures. Companies are realizing the key to accomplishing these expectations is to rapidly realign around the customer’s evolving needs in this increasingly digital world. This demands a continuous capability that requires a truly collective approach. Combining innovation with industry expertise and agility, KPMG can help you harness technology to build a connected enterprise that will create business value and drive sustainable growth in today’s digital world.

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Medallia is the pioneer and market leader in Experience Management. Medallia’s award-winning SaaS platform, the Medallia Experience Cloud, leads the market in the understanding and management of experience for customers and employees. Medallia captures experience signals created on daily journeys in person, on calls and digital channels, over video and social media and IoT interactions and applies proprietary AI technology to reveal personalized and predictive insights that can drive action with tremendous business results. Using Medallia Experience Cloud, customers can reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities and drive revenue-impacting business decisions, providing clear and potent returns on investment.

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Qualtrics, the leader in customer experience and creator of the Experience Management (XM) category, is changing the way organizations manage and improve the four core experiences of business– customer, employee, product, and brand. Over 11,000 organizations around the world are using Qualtrics to listen, understand, and take action on experience data (X-data™)–the beliefs, emotions, and intentions that tell you why things are happening, and what to do about it. The Qualtrics XM Platform™ is a system of action that helps businesses attract customers who stay longer and buy more, engage employees who build a positive culture, develop breakthrough products people love, and build a brand people are passionate about. To learn more, please visit qualtrics.com or chat live with us during the event.

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CloudBlue helps organizations accelerate their business growth and expand offerings for the As a Service economy. Our solutions enhance operational efficiency, increase agility thus turbo-charging time to market. We help to automate, centralize and streamline multiple products, catalog, vendor and channel management processes. This means you publish and commercialize solutions across multi-country, multi-tier channel systems much faster while reducing complexity. The CloudBlue network and the extensibility of our solutions enable you to build a thriving self-sustaining ecosystem and grow market share and revenue. We serve more than 180 companies around the globe and powers the world’s largest cloud B2B marketplaces, which represent nearly 30 million B2B cloud subscriptions.

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CSG is a leader in innovative customer engagement, revenue management and payments solutions that make ordinary customer experiences extraordinary. Our cloud-first architecture and customer-obsessed mindset help companies around the world launch new digital services, expand into new markets, and create dynamic experiences that capture new customers and build brand loyalty. For over 40 years, CSG’s technologies and people have helped some of the world’s most recognizable brands solve their toughest business challenges and evolve to meet the demands of today’s digital economy with future-ready solutions that drive exceptional customer experiences. With 5,000 employees in over 20 countries, CSG is the trusted technology provider for leading global brands in telecommunications, retail, financial services and healthcare. Our solutions deliver real world outcomes to more than 900 customers in over 120 countries. To learn more, visit us at csgi.com and connect with us on LinkedIn and Twitter.

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A smarter business is more resilient because it can scale up and down and can change how work gets done. Forward-looking enterprises utilize automation and AI to augment their core strengths, supplement their weaknesses, and empower their people to focus on what’s important. With a diverse set of intelligent automation software and services, IBM can accelerate your journey to automate more types of work at greater speed and lower cost. We’ll meet you at any stage, helping you adapt and thrive by turning momentary challenges into long-term opportunities.

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Improving experiences is why InMoment^TM exists. Our mission is to help our clients improve experiences at the intersection of value—where customer, employee, and business needs come together. At the heart of what we do is connect our clients with what matters most through a unique combination of data, technology, and human expertise.

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Founded in 1975, Microsoft (Nasdaq “MSFT”) enables digital transformation for the era of an intelligent cloud and an intelligent edge. Its mission is to empower every person and every organization on the planet to achieve more. Microsoft offers modern, connected business applications that unify your business – from data to people to processes – and adapt to your changing needs.​

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With NICE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center –and beyond.

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Acxiom is a customer intelligence company that provides data-driven solutions to enable the world’s best marketers to better understand their customers to create better experiences and business growth. A leader in customer data management, identity, and the ethical use of data for more than 50 years, Acxiom now helps thousands of clients and partners around the globe work together to create millions of better customer experiences, every day. Acxiom is a registered trademark of Acxiom LLC and is part of The Interpublic Group of Companies, Inc. (IPG). For more information, visit Acxiom.com.

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Ada is the world’s leading customer service automation company. Built for support teams, Ada’s AI-powered customer service automation platform helps enterprises effortlessly resolve their customer inquiries in any language or channel. Since 2016, Ada has powered more than 4 billion automated customer interactions for brands like Meta, Verizon, AirAsia, Yeti, and Square. Born in Toronto, Ada serves companies and their customers worldwide. For more information, visit www.ada.cx.

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Aisera offers the world’s first AI-driven service experience solution that automates operations and support for IT, Sales, and customer service, making businesses and customers successful by offering consumer-like self-service resolutions to users. Aisera fast tracks the digital transformation journey with user and service behavioral intelligence that drives end-to-end automation of tasks, actions, and business processes. Aisera is a top-tier, VC-funded startup headquartered in Palo Alto, Calif., and a strategic partner with AWS, Microsoft Azure, Google Cloud, ServiceNow, and Salesforce.

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Alchemer (formerly SurveyGizmo) offers you the Enterprise Feedback Platform to capture feedback your way and put it to work right away. Our CX solution provides market-leading flexibility, ease of use, and speed to value to collect, act, and analyze customer and employee feedback. The Alchemer Enterprise Feedback Platform is easily integrated into your tech stack giving your teams the ability to immediately act upon feedback, and connect feedback with key business metrics in BI tools. Alchemer provides the functionality your organization needs but without the expense and headaches of more complex solutions.

Learn more at www.alchemer.com.

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Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers’ innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and large enterprise customers. Our 31,000 employees around the globe are here to accelerate service providers’ migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $4.58 billion in fiscal 2022. For more information, visit www.amdocs.com.

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Bloomfire is the leader in knowledge engagement, delivering an experience that connects teams and individuals with the information they need to excel at their jobs. Their cloud-based knowledge engagement platform gives people one centralized, searchable place to engage with shared knowledge and grow their organization’s collective intelligence. For more information or to schedule a demo, visit our website.

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Founded in 2003 in Chicago, Bounteous is a leading digital experience consultancy that co-innovates with the world’s most ambitious brands to create transformative digital experiences. With services in Strategy, Experience Design, Technology, Analytics, and Marketing, Bounteous elevates brand experiences and drives superior client outcomes.

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CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyse omnichannel customer interactions at scale, allowing organisations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organisations across retail, financial services, healthcare and insurance, travel and hospitality, and more.

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Coveo uses AI and intelligent search technologies to personalise millions of digital experiences for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions and machine learning to deliver relevant information and recommendations across every business interaction, making websites, commerce, contact centres, intranets and digital properties and apps effortless, content-rich and effective.

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eGain Knowledge Hub automates and orchestrates customer engagement across touch points. Powered by AI and analytics, our secure cloud solution delivers personalized digital-first experiences, quick business value, and easy innovation. Visit www.eGain.com for more info.

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Founded in 2017, Forethought is a leading AI company providing customer service solutions that transform the customer experience. Forethought’s products enable seamless customer experiences by infusing human-centered AI at each stage of the customer support journey: resolving common cases instantly from any channel, intelligently tagging and routing tickets, and assisting agents with relevant knowledge — all from one platform.

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Forsta is the world’s leading Experience and Research technology company bringing clients a new frontier of customer experience. Our Voice of the Customer tools are simple enough to deploy in days, powerful enough to tailor to your exact needs​, all supported by our world class consulting services. Together we grow smarter and faster as we bring customer experience research to life. Forsta was born through the merger of Confirmit and FocusVision.

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As the pioneer in Continuous Product Design, Quantum Metric helps organizations put customers at the heart of everything they do. The Quantum Metric platform provides a structured approach to understanding the digital customer journey, enabling organizations to recognize customer needs, quantify the financial impact and prioritize based on the impact to the customer and business’ bottom line. Today, Quantum Metric captures insights from 30% of the world’s internet users, supporting globally recognized brands across industries including retail, travel, financial services and telecommunications. For more information about Quantum Metric, visit www.quantummetric.com

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At Reltio, we believe data should fuel companies’ success, not hold them back. Our first-of-its-kind, cloud-native SaaS platform unifies multi-source, complex data into a single source of trusted information. Agile enough to fit any company’s needs, it can flex at will – for accelerated data value creation, and ongoing effectiveness. It’s also fully compliant and secure, so data can be acted upon with confidence. Our diverse set of customers—from start-ups to large enterprises in more than 140 countries spanning multiple industries—rely on our award-winning platform to fuel their success.

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Reputation.com helps companies delight their customers at every touchpoint by helping them to Get Found, Get Chosen, and Get Better. Your reputation is built from every interaction a person has with your brand—from search to sale, first use to renewal, customer service call to service review. If you’re not proactively soliciting, consolidating, promoting, and acting on feedback at every stage of the journey, consumers will take their business elsewhere. That’s why we’re dedicated to building the only integrated platform that helps companies foster lasting loyalty.

Our Saas platform is used by household brand names across 77 unique industries, and by utilising 29 patents we hold, our customers enjoy features and functionality simply not available anywhere else. We operate globally from our 8 offices and employ over 400 people who are experts in what we offer.

Your reputation is the pulse of your organisation, in today’s Feedback Economy, you need to have a 360-degree view of your online brand to ensure you stay on top of the narrative and connect effectively with your customers. Your reputation matters. With Reputation.com as your ORM and CX partner of choice, you can optimise it!

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Rightpoint, a Genpact company is a global experience leader. Over 700 employees across 12 offices work with clients end-to-end, from defining and enabling vision, to ensuring ongoing market relevance. Our diverse teams lead with empathy, data and creativity—always in service of the experience. From whiteboard to roll-out, we help our clients embed experience across their operations from front to back office to accelerate digital transformation through a human-centric lens. Rightpoint has been recognized among the top customer experience consultancies in The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020.

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TheyDo is the first platform that can show businesses all parts of all journeys in one place. It’s the only platform where all metrics and quantitative data are linked to the actual touchpoint where the data is coming from, and where all qualitative insights complement and support the emotional aspect of each journey step.

With TheyDo, teams from across functions – CX to product, marketing, sales, and customer success – can manage all of their data and insights in the context of where it takes place across each journey. From here, they collaborate in real-time, spot opportunities, and prioritize work. Not only does this give their company a competitive advantage, but it brings the customer front and center in everything they do.

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Verint® helps the world’s most iconic brands build enduring customer relationships by connecting work, data and experiences across the enterprise. With this approach, brands can adapt to the future of work, eliminate the inefficiencies created by organizational and data silos, and consistently deliver differentiated experiences at scale across every interaction.

Verint Experience Management provides comprehensive management of all direct, indirect and inferred experiences. It delivers a strong set of analytics engines so that brands can generate insights everywhere and drive action for ongoing improvement across the organization, including executive-level and real-time operational action.

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Concentrix, a global customer experience services and technologies company, provides support to the world’s best brands. We help our clients deliver exceptional experiences, with exceptional outcomes. We don’t just design and build next-gen CX solutions – we integrate them, manage them, and continually innovate them to benefit your business, your customers and your brand.

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Deluxe, a Trusted Payments and Data Company, champions business so communities thrive. Our solutions help businesses pay, get paid, and grow. For more than 100 years, Deluxe customers have relied on our solutions and platforms at all stages of their lifecycle, from start-up to maturity. Our powerful scale supports millions of small businesses, thousands of vital financial institutions and hundreds of the world’s largest consumer brands, while processing approximately $3 trillion in annual payment volume. Our reach, scale and distribution channels position Deluxe to be our customers’ most trusted business partner.

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HCLSoftware fuels the Digital+ economy by developing, marketing, selling and supporting solutions. HCL Discover is one of those solutions and provides behavioral insights to collect real-time insights into your customer’s needs. Our platform reveals where they are in the digital customer journey, what information or interaction they need next, and what difficulties remain. In addition, HCL Discover provides behavioral data insights that give you data that can detect user friction points and inform predictions of intent for websites, mobile apps, and portals. Discover helps businesses to attract, understand and keep customers while unlocking hidden digital insights.

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Over 2,000 global brands, including one-third of the Fortune 100 companies, leverage the power of Khoros’ award-winning customer engagement platform to create customers for life. Our innovative enterprise solutions ensure success across digital customer service, messaging, chat, online brand communities, and social media management. Combined with our industry-leading services, Khoros enables brands to connect with customers throughout their entire digital journey. Khoros powers more than 500 million daily digital interactions and leverages AI to turn these interactions into insights and action.

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LiveVox is the only one-stop-shop for true omnichannel engagement that unifies modern channels, CRM, and WFO functionality into a single cloud customer engagement platform to optimize the customer experience in today’s digital age. Facilitating over 14B interactions annually, LiveVox makes omnichannel easy by unifying all conversations and interactions in one place. With new features released quarterly, LiveVox remains at the forefront of cloud contact center innovation. Supported by over 450 employees and rapidly growing, we are headquartered in San Francisco with offices in Atlanta, Denver, Bangalore, and Colombia. To learn more, visit LiveVox.com or email us at info@livevox.com.

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MessageGears is the only customer marketing platform built for today’s enterprise. Powered by Accelerator™ technology, MessageGears delivers advanced customer segmentation and message personalization and delivery that simply outperforms other enterprise marketing clouds and data platforms. Through direct data access and innovative platform capabilities, marketers can deliver consistently compelling customer experiences at massive scale, faster and more flexibility than ever before. MessageGears has transformed what marketers thought was possible at major brands like Expedia, Rakuten, T-Mobile, and OpenTable. Learn more at messagegears.com.

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At Optimizely, we’re on a mission to help people unlock their digital potential. We equip teams with the tools and insights they need to experiment in new and novel ways. Now, your company can operate with data-driven confidence to create hyper-personalized experiences. Building sophisticated solutions has never been simpler.​

With Optimizely, no matter your goals, no matter your industry, no matter your experience, there’s no limit to what you can do.

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Tethr is a research-backed conversation analytics platform that surfaces automated insights from customer conversations, and delivers those insights to the decision-makers who need them. Backed by over a decade of customer experience and sales research, our cloud-based platform easily surfaces important insights from phone calls and other customer interactions. Our customers use Tethr to quickly turn large amounts of unstructured conversation data into insights that fuel smarter decisions, improve business performance, and ultimately increase bottom-line growth.

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Thematic is a feedback analytics solution that helps digital companies grow through customer-led insights, while saving hundreds of hours.

Now you can assemble and make use of feedback from all channels automatically, building actionable insights in real time. Our AI analyzes unstructured feedback at scale to quantify and track what drives metrics, with summaries powered by GPT3.

Show the C-suite what matters to improve products, experiences and processes, while reducing costs and improving impact. Whether you’re in product, experience, operations or marketing teams, you can refine the theme taxonomy to fit your business team with drag and drop ease.

Leading companies like LinkedIn and DoorDash use Thematic to align on priorities and issues to fix. That’s why they get a competitive advantage with their feedback.

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Zeta Global Holdings Corp. (NYSE:ZETA) is a leading data-driven, cloud-based marketing technology company that empowers enterprises to acquire, grow and retain customers. The Company’s Zeta Marketing Platform (the “ZMP”) is the largest omnichannel marketing platform with identity data at its core. The ZMP analyzes billions of structured and unstructured data points to predict consumer intent by leveraging sophisticated artificial intelligence to personalize experiences at scale. Founded in 2007 by David A. Steinberg and John Sculley, the Company is headquartered in New York City. For more information, please go to www.zetaglobal.com.

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Assembled is the only support ops platform that’s designed to prepare you for anything. Assembled’s agile workforce management platform enables more accurate staffing decisions, ease and control in scheduling, and crystal-clear visibility into data that helps improve performance and productivity. Assembled’s vendor management solution provides end-to-end visibility in allocating workload requirements and monitoring efficiency across a vendored operation. In empowering support teams be at the right place and at the right time, Assembled supercharges the entire ecosystem, from engaged agents to informed leadership to satisfied customers.

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Customer expectations are constantly changing. Organizations who are agile enough to quickly address changing customer expectations will win.

Brooks Bell is a consulting firm that provides everything organizations need to match that speed of change in customer expectation.

We drive organizational transformation and build insight-driven cultures through consulting, research, and experimentation services. We help our clients better understand their customers, optimize their processes, and generate attributable ROI for their strategic initiatives.

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JourneyTrack.io has pioneered a customer-first, enterprise grade SaaS experience management platform enabling organizations to understand, optimize, and prioritize their customer experience. Brands struggle to deliver the seamless journeys consumers demand across physical and digital channels, geographies, demographics, and more. JourneyTrack allows them to create, govern, and democratize personas and end-to-end user journeys across the organization, harnessing actionable insights and benchmarking improvements over time, with the goal of delivering ideal customer experiences – globally. This cloud-based collaboration suite is designed to handle the complexities and needs of enterprise-level teams, and it was created with input from 15 world-renowned brands to ensure it fills the gaps and challenges they face.

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KMS Lighthouse drives smarter, better business interactions with its knowledge management solutions. When customers and employees have issues, Lighthouse illuminates the path with instant answers. We use advanced technologies and take an innovative approach to build knowledge management solutions.

Our knowledge system boosts productivity and efficiency with a powerhouse of digitized knowledge that`s easy to update, collaborate, share, or provide feedback in real-time. We have a SaaS knowledge management system with native integrations to social media, product catalogs, operational systems, chatbots, virtual assistants, and open API integrations with your existing applications such as CRM, ticketing, and help desk.

Lighthouse offers a rewarding KM experience for both customers and employees alike, improving loyalty and satisfaction. What`s more, we`ve built the system so that your entire team can easily navigate through it in their natural language, and adopt it effortlessly without training. Lighthouse simplifies communications, elevates customer and agent experiences, engages and inspires people. Happy agents, happy customers.

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Studio Science is a design & innovation consultancy. We work with established market leaders, enterprise software companies, and assertive venture-backed startups to deliver transformative brands, products and services.

For more than 20 years, we have empowered enterprise-level clients to pursue innovation with agility and intention, while helping venture-backed startups move ahead with tenacity, confidence, and industry know-how.

Innovative brands trust Studio Science to create meaningful value and carve a clear path forward.

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ZIZO is a revolutionary employee gamification platform that uses game mechanics to boost employee engagement in the workplace. This unique platform integrates operational software to enhance the performance of your employees while providing real-time insights. Whether you’re managing sales teams, call centers, or any other department, ZIZO allows you to implement gamification to motivate and boost you employees’ productivity.

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