Tag Archives: customer experience technology

Groundbreaking Verde Group White Paper Exposes Why CX Investments Often Fail

TORONTO, Canada /ScoopCloud/ -- The Verde Group, a leader in customer experience insights, is proud to announce the release of its latest white paper, "The Great CX Challenge: Linking Customer Experience Insights to Business Outcomes," authored by Executive V.P., Dennis Armbruster. This comprehensive study addresses the critical disconnect between significant investments in customer experience (CX) solutions and the resulting business outcomes.

As the customer experience industry continues to grow at a robust pace - projected to reach $120 billion by 2026 according to Yahoo Finance - the need for effective and actionable CX insights has never been more pressing. Despite the surge in investment and priority given by executive leadership, many organizations are facing persistent frustration and sub-optimal results.

KEY FINDINGS FROM THE WHITE PAPER:

The Disconnect: While 80% of businesses prioritize improving their CX, only 6% have seen a significant increase in performance, and over half of customers report a decline in service quality over the past year.

Legacy Methods Falling Short: Traditional CX research methods and beacon metrics often fail to correlate directly with changes in customer behaviors and financial performance, leading to organizational leadership dismissing the value of CX insights.

The E-A-B Model: The Verde Group introduces the E-A-B (Experiences, Attitude, Behavior) model as a solution to traditional CX measurement pitfalls. By focusing on customer experiences rather than attitudes, businesses can better understand the financial impact specific CX friction points have on customer behavior.

Revenue@Risk® Analysis: The white paper highlights the patent-pending Revenue@Risk® methodology, an advanced analytical approach developed by the Verde Group that links CX friction points directly to customer behaviors and financial opportunity. It also produces a new and financially correlated beacon metric that has proven to align with changes in business financials.

Dennis Armbruster, author of the white paper, stated: "The key to transforming customer experience insights into actionable business results lies in moving beyond outdated measurement methods. By focusing on the specific experiences that drive negative market action and financial risk, businesses can elevate the value of their CX insights in driving topline growth and profitability."

KEY TAKEAWAYS:

Investment Gaps: Many companies are not fully utilizing CX insights to guide strategic decisions, often due to a lack of connection between insights and financial performance.

New Methodologies: The E-A-B model and Revenue@Risk® methodology offer a more precise approach to understanding and addressing CX issues.

Strategic Impact: Leveraging advanced metrics can help businesses not only drive positive shifts in customer behavior but also meaningful financial growth.

The white paper underscores the necessity for businesses to reassess their CX measurement strategies and adopt more effective approaches to achieve tangible improvements in their businesses.

To access the full white paper and learn more about the Verde Group's innovative CX solutions, visit https://verdegroup.com/cx-challenge-white-paper/.

About the Verde Group:

The Verde Group is a leading provider of customer experience research and consulting services, specializing in linking CX insights to business outcomes. With over 20 years of experience, the Verde Group empowers organizations to understand and address customer friction points, driving growth and enhancing brand loyalty. Learn more: https://verdegroup.com/.

The Verde Group, a leader in customer experience insights, is proud to announce the release of its latest white paper, "The Great CX Challenge: Linking Customer Experience Insights to Business Outcomes," authored by Executive V.P., Dennis Armbruster. This comprehensive study addresses the critical disconnect between significant investments in customer experience (CX) solutions and the resulting business outcomes.

Related link: https://verdegroup.com/

After, Inc.’s QuickSuite® Receives the TWICE VIP 2022 Award

NORWALK, Conn. /ScoopCloud/ -- After, Inc. announced today that it received the TWICE VIP Award 2022 for its QuickSuite® post-sale customer experience technology. The TWICE VIP Awards are the only awards voted on exclusively by TWICE's audience of top consumer technology retailers and distributors, celebrating the best features, design, and value that new products are bringing to the market.

QuickSuite® is a modular set of SaaS platforms that work together across the entire post-sale lifecycle and include: QuickReg®, QuickCover®, QuickClaim®, QuickInsight®, and QuickRenew® (to launch in Q4 2022). These platforms give manufacturers, retailers, dealers, and ecommerce sellers the ability to better understand their customers and provide personalized experiences at scale across the entire post-purchase customer journey.

"We are so thrilled to win the TWICE VIP Award this year for our QuickSuite," says Nate Baldwin, After, Inc.'s CEO. "There are a lot of software products that support one stage of the post-sale experience, like registration or product protection or subscription services. The true value of QuickSuite is in its integrated platforms, and ability to drive long-term, meaningful relationships with brands and their customers. Thank you TWICE and your audience for this incredible award."

About TWICE

TWICE (www.twice.com) is a trade publication launched by publisher Richard Ekstract in 1987, currently owned by Future US. Printed 12 times a year, TWICE meets the information needs of retailers, distributors and manufacturing representatives in the consumer electronics and major appliance industries. Business leaders turn to TWICE for perspective and analysis in the ever changing and fast paced environment of consumer technology.

About After, Inc.

After, Inc. (www.afterinc.com) is a pioneer in the post-sale services industry. Since 2005, we have helped some of the world's top brands transform their businesses after the point of sale. In 2021, we launched QuickSuite, a modular set of SaaS technologies to help manufacturers, retailers, and e-commerce sellers build deeper relationships with their customers and increase loyalty and lifetime value. The suite covers the entire post-sale lifecycle, and includes: QuickReg®, QuickCover®, QuickClaim®, QuickInsight®, and QuickRenew®. Headquartered in Norwalk, CT, After, Inc. is part of Galway Holdings, a diversified financial services distribution company with a focus on data analytics, technology transformation, and innovative risk sharing solutions.

NORWALK, Conn., Sept. 14, 2022 (SEND2PRESS NEWSWIRE) -- After, Inc. announced today that it received the TWICE VIP Award 2022 for its QuickSuite® post-sale customer experience technology. The TWICE VIP Awards are the only awards voted on exclusively by TWICE's audience of top consumer technology retailers and distributors, celebrating the best features, design, and value that new products are bringing to the market.

Related link: https://afterinc.com/

After, Inc. Announces Its New Corporate Rebranding to Focus on Customer Experience Technology

NORWALK, Conn. /ScoopCloud/ -- After, Inc. today announced the launch of its corporate rebranding effort, including a complete website redesign to reflect the company's evolution to Customer Experience Technology. Since 2005, After Inc. has been providing best-in-class post-sale services to the world's largest manufacturers and retailers.

In 2021, After, Inc. launched its QuickSuite platform, a modular set of SaaS technologies to help manufacturers, retailers, and e-commerce sellers build deeper relationships with their customers, increase loyalty, and drive higher lifetime value. The suite covers the entire post-sale lifecycle, and includes: QuickReg®, QuickCover®, QuickClaim®, QuickInsight®, and QuickRenew®.

"2021 was a turning point for After, Inc.," says Nate Baldwin, After, Inc.'s CEO. "We launched our QuickSuite, brought on new SaaS Product, Marketing and Sales teams, and evolved our focus from a post-sale services company to a customer experience technology company. The cost of poor customer experience is going up. That's why our QuickSuite technology is so relevant. It allows retailers and manufacturers to provide differentiated and personalized experiences at each stage of the post-sale lifecycle - from registration to product protection, claims management to personalized offers - driving higher engagement, loyalty and lifetime value."

Along with the corporate rebranding, After, Inc. shares a new vision, mission and set of core values. "Our vision is pretty bold," says Dawn Taylor, After, Inc.'s Chief Revenue Officer. "We want to be the global leader in post-sale customer experience technology. But what people don't realize is that After has been providing post-sale technology and services to the world's largest manufacturers for over a decade. Now with our QuickSuite, merchants, manufacturers and TPAs of any size can download our user-friendly SaaS platforms and be up and running in minutes, not months. Given the explosion of ecommerce the past two years, the market has grown, along with a stronger need for competitive differentiation. We are excited about this next phase in our company's growth trajectory."

Check out our new website at https://www.afterinc.com/.

About After, Inc.

After, Inc. ( https://www.afterinc.com/ ) is a pioneer in the post-sale services industry. Since 2005, we have helped some of the world's top brands transform their businesses after the point of sale. Our best-in-class marketing, analytics and warranty administration drive higher customer satisfaction, product reliability, and brand equity, lower claims costs, and additional revenue and profit opportunities.

In 2021, we launched QuickSuite, a modular set of SaaS technologies to help manufacturers, retailers, and e-commerce sellers build deeper relationships with their customers and increase loyalty and lifetime value. The suite covers the entire post-sale lifecycle, and includes: QuickReg®, QuickCover®, QuickClaim®, QuickInsight®, and QuickRenew®.

Headquartered in Norwalk, Connecticut, After, Inc. is part of Galway Holdings, a diversified financial services distribution company with a focus on data analytics, technology transformation, and innovative risk sharing solutions.

After, Inc. today announced the launch of its corporate rebranding effort, including a complete website redesign to reflect the company's evolution to Customer Experience Technology. Since 2005, After Inc. has been providing best-in-class post-sale services to the world's largest manufacturers and retailers.

Related link: https://afterinc.com/

LANtelligence Becomes a Matrix Networks Company to Create a Connectivity First CX-Automation Powerhouse

SAN DIEGO, Calif. /ScoopCloud/ -- Matrix Networks announced its recent acquisition of LANtelligence to create a new business venture enabling a powerful combination of modern business technology. Having informally shared resources for more than 10 years, it just made sense for these two companies to come together in a more structured way.

While each provided communication solutions and top-notch customer service and support, they had different focal points. LANtelligence focuses on driving automation with an unrivaled CX practice. Most recently taking huge strides in the Intelligent Virtual Agent (IVA) space, revolutionizing contact center environments.

Matrix Networks built out an equally impressive practice that emphasizes managed connectivity solutions, essentially optimizing and simplifying business Internet and data infrastructure. Matrix Networks has also built out a strong practice around the protection of end users with modern end-point security solutions. While each organization is equally impressive on their own, together their ability to serve clients becomes much greater, allowing a true end-to-end solution.

Martin Tracey, CEO, LANtelligence, says that this acquisition creates a solution provider that is very rare today. Tracey shared It can deliver everything from enterprise communications and network infrastructure to connectivity strategies and more.

"Managed service providers are all Microsoft, software and the security specialists," he says. "Very few have any network and carrier and none have any automation and IVA/CCaaS. And, yes, you have companies such as Amazon and Google, but they are product-specific and can only do some of the automation. We can take on projects that would otherwise require two to four different companies working together to match what we can do as a single unit. That's pretty impressive."

Kyle Holmes, president, Matrix Networks says that he's equally thrilled to join forces with LANtelligence.

"LANtelligence adds a deep bench of contact center experts and clients with demand for modern security and networking solutions," he says. "Most importantly, our long-term relationship and shared core values allow us to quickly join forces and adhere to our mission statement: 'Delivering exceptional client experiences through innovative solutions made simple.'"

About Matrix Networks

With more than three decades of experience, Matrix Networks has developed a proven method for discovering, testing, deploying and supporting business technology solutions on which its clients can depend. Its close-knit team is passionate about delivering technology solutions that simplify IT projects and support.

For more information, visit: https://www.mtrx.com/ and https://www.lantelligence.com/

Matrix Networks announced its recent acquisition of LANtelligence to create a new business venture enabling a powerful combination of modern business technology. Having informally shared resources for more than 10 years, it just made sense for these two companies to come together in a more structured way.

Related link: https://www.mtrx.com/

After Inc. Will Premiere its Award-Winning QuickSuite Technology at CES 2022

NORWALK, Conn. /ScoopCloud/ -- After, Inc., the leader in post-sale customer experience technology and services since 2005, just announced that its senior team will be at CES in Las Vegas on January 5 - 7, 2022 to unveil its new QuickSuite. Each year, CES brings together the most innovative technology companies to share their latest developments and this will be no different. CES 2022 will highlight advancements in AI, XR, gaming and computing, digital health, automotive and transportation, home entertainment, smart home - and new this year will be space technology, food technology, and NFTs.

"We are excited to see current and potential customers at CES in a few weeks and premiere our QuickSuite technology," says Dawn Taylor, After, Inc.'s Chief Revenue Officer. "After has a long history of strong partnerships with the largest manufacturers in the world. QuickSuite allows us to bring those same proven processes to manufacturers, TPAs and retailers at a much lower cost. QuickSuite includes five modular platforms that together manage the entire post-sale customer lifecycle: registration and upsell/cross-sell (QuickReg®), product protection (QuickCover®), claims management (QuickClaim®), behavioral and predictive analytics (QuickInsight®), and renewal or subscription management (QuickRenew®)."

The company will be holding private meetings at Vdara Hotel and Spa on January 5th-7th. If you plan to be there and would like to schedule a meeting, you can reach out to Dawn Taylor directly at dtaylor@afterinc.com or contact Scott Morrison, EVP Business Development (smorrison@afterinc.com) or Dan Hulkower, SVP, Business Development (dhulkower@afterinc.com).

To learn more about QuickReg® and QuickCover®, visit our product websites at https://www.quickreg.me/ and https://www.quickcover.me/. QuickClaim®, QuickInsight®, and QuickRenew® are launching in late January and early February 2022.

About After, Inc.

After, Inc. (https://www.afterinc.com/) is a leader in post-sale customer experience technology, providing product registration, marketing, analytics, and program administration to enterprise customers since 2005. After, Inc. partners with some of the world's top brands to help them drive customer satisfaction post-purchase, higher product reliability, deeper brand equity and additional revenue and profit opportunities. Now, with its new QuickSuite, After, Inc. can offer the same high quality post-sale solutions to manufacturers, TPAs and retailers of any size. Headquartered in Norwalk, Connecticut, and with offices in New York City, After, Inc. is part of Galway Insurance Holdings, LP ("Galway Holdings"), a financial services distribution company with a focus towards data analytics, technology transformation, and innovative risk sharing solutions.

After, Inc., the leader in post-sale customer experience technology and services since 2005, just announced that its senior team will be at CES in Las Vegas on January 5 - 7, 2022 to unveil its new QuickSuite. Each year, CES brings together the most innovative technology companies to share their latest developments and this will be no different.

Related link: http://afterinc.com/