News

 Miami, FL — April 30, 2019 — Clarabridge Inc., the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, revealed new digital customer care innovations at its 11th annual Clarabridge Customer Connections (C3) conference. The technology unveiled in Miami will provide customers with a deeper understanding of the digital conversations happening on every channel, the tools to operationalize customer feedback data across all business operations, and the insights required to drive customer loyalty.

“Consumers want exceptional, empathetic, and effortless experiences everywhere, and to do that, brands need to understand their customers as people,” said Mark Bishof, CEO of Clarabridge. “The innovations we’re bringing to market empower organizations to build relationships internally and externally at scale, implement insights from customer feedback data across all areas of the business, and evolve the traditional, siloed approach to customer experience into one that is data-driven and focused on digital customer care.”

Clarabridge Engage & Predictive Reason Detection Take Digital Conversation to the Next Level

Communication channels like social media and messaging are converging, requiring companies to take a holistic approach to understanding digital conversations. In keeping with this trend, Clarabridge has rebranded CX Social to Clarabridge Engage. Combined with new live chat features and increased support for all major messaging platforms like WhatsApp, Messenger, Twitter, Viber, and Telegram, customers can leverage the power of Clarabridge’s expert listening, engagement and analytics capabilities for all digital conversations.

Its critical for companies to have a deep and nuanced understanding of how digital conversations drive the customer experience. To provide that understanding, Clarabridge has introduced Predictive Reason Detection. With award-winning AI technology, companies can now pinpoint why a customer initiated a conversation, improving contact deflection, reducing interaction length and ultimately revealing patterns and insights that businesses can act upon.

Clarabridge has also added Swedish language support, new data transformation capabilities and an expanded list of data connectors across its suite of CEM services. With these additions, it’s now even easier for customers to access omnichannel data sources and understand digital conversations.

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