NEWS
Software suites and AI reshaping customer experience, ISG says most companies view CX as essential, but they use a wide range of different strategies and tools to operate, analyze and improve it. Traditionally, customer relationship management( CRM) and contact center processes have been dispersed across organizations.
In recent years, enterprises are starting to take a more centralized approach to CX using customer experience management( CXM) software, which combines applications on a common platform so organizations can view and control customer activity across departments, the reports say. Software providers are making this possible by synthesizing functions, packaging together previously separate systems for managing interactions and influencing customer behavior.
The increasing integration of applications for managing customer experience( CX) is changing how enterprises monitor, understand and improve interactions and relationships with their customers, according to new research from ISG.
The ISG Buyers Guides for Customer Experience Management, produced by ISG Software Research, provide rankings and ratings of 29 software providers and their products for governing and optimizing customer experience across all channels. The research finds that
A key benefit of combining CX software into a single platform is consistency and continuity around data collection and metrics, ISG says. This allows enterprises to transcend the separate metrics used by each department, achieving a more holistic view.
“ By 2027, we expect most CXM suites, by default, will include components that combine analytics, AI and customer data integration,” said Keith Dawson, Director of Research, Customer Experience, ISG Software Research.“ This will make them increasingly essential to providing great customer experience.”
Mitsubishi Electric’ s ME Innovation Fund invests in US startup Solestial
Mitsubishi Electric, through its ME Innovation Fund, has invested in Arizona based Solestial – a startup specializing in the development and production of solar cells for space applications using advanced silicon technology.
Solestial develops and manufactures solar cells for space applications using silicon heterojunction technology for manufacturing solar cells by joining semiconductor materials with different physical properties.
In recent years, the miniaturization and cost reduction of satellites have resulted in rapid growth in the deployment of constellations in low Earth orbit.
As the number of satellite launches continues to rise sharply, there is growing concern that the supply of solar cells, an essential component of satellites, will not be able to keep pace with demand.
Compared to conventional products, these cells are expected to provide a wide range of advantages, including improved radiation resistance, reduced costs, quicker delivery and decreased weight.
By investing in Solestial, Mitsubishi Electric aims to enhance the competitiveness of its space business by leveraging Solestial’ s highperformance solar cell technology.
Margo de Naray, CEO, Solestial, said:“ Our technology is very meaningful for the future of the space industry and through our partnership with Mitsubishi Electric, we will further accelerate our technological development.”
Komi Matsubara, Executive Officer( Vice President, Business Innovation), Mitsubishi Electric Corporation, said:“ We see tremendous potential in Solestial’ s innovative silicon technology. We are dedicated to maximizing the synergies between our companies and supporting the growth of the space industry.”
www. intelligentcio. com INTELLIGENTCIO NORTH AMERICA 15