The State of Community Banking - What’s Ahead?

What's the state of community banking and what's ahead? We share the research.

Empowering Community Banks: A New Era of Efficiency with CXM

Community banks are investing in technology to realize more value from their legacy systems and elevate their CX.

How to Use AI to Design More Effective Customer Journeys

AI is making it easier to orchestrate customer journeys that are more effective and seamless, growing revenue and reducing attrition. Read more...

Trade Finance: Streamline Supplier Management

Trade finance buyer/supplier management is complex and usually manual. In this Q&A, learn the impact of modernizing.

AI Voice Chatbots: The Future of Customer Support

AI voice chatbots can cut support costs while allowing customers to self-serve more quickly. Learn more...

OvationCXM’s New Customer Journey Builder: Journey Orchestration with Drag and Drop Ease

New and improved Journey Builder Adds personalized customer paths using conditional logic. Read more...

MerchantE Expands OvationCXM Partnership and Goes Live on its CXM Platform

MerchantE Goes Live on OvationCXM's CX management platform, expanding the partnership.

Knowledge Module Now Fully ADA Compliant

Our Knowledge module is now WCAG compliant, enhancing usability and access to those who rely on assistive technologies.

How Banks Can Gain Visibility and Control In Trade Finance

Trade finance is a complicated customer journey for banks to monitor and manage. Explore potential steps to overcome the risks and challenges.

OvationCXM + IBM to Bring Bank Householding and Customer Segmentation to IBM LinuxONE and IBM Z

OvationCXM + IBM Brings Bank Householding and Customer Segmentation to IBM LinuxONE and IBM Z

Banking and Compliance: How to Reduce Service Governance Risk Using Real-Time Data

How to use real-time data sharing to gain control over your bank's compliance monitoring in a complex and growing ecosystem of partnerships.

April Newsletter

Read about our new PayPal collaboration, how OvationCXM + Salesforce work together, managing partner CX and more

Spotlight: OvationCXM's API Libraries and Embedded Apps

Boost CX by integrating data from other apps securely into our platform and trigger actions in other systems to boost CX with our new API and embedded app capabilities.

Taming Third-Party Risk in Banking Ecosystems  

Banks are highly scrutized by regulators, and that extends to customer experience delivery. How do you manage service governance of partners fulfilling parts of your customer journey?

Elevate your Customer Experience with OvationCXM and Salesforce

How does OvationCXM vs. Salesforce stack up for managing customer experiences? We take a deep dive into both to discover they complement one another.

CXMSpotlight March Newsletter

In this issue of CXMSpotlight, our CEO talks about CX in complex industries, plus Fintech Meetup and Generative AI Expo takeaways

OvationCXM and PayPal Collaborate To Elevate Merchant Experiences Through PayPal’s Complete Payments Platform

The collaboration combines PayPal’s innovative PayPal Complete Payments Platform with OvationCXM’s customer experience management, partner network and industry expertise.

Vivid Commerce Expands Adoption of OvationCXM to Optimize its Merchant Experience

Vivid Commerce, a full-service payment and commerce provider, expands its partnership with OvationCXM.

OvationCXM Joins IBM LinuxONE Partner Network

OvationCXM Joins IBM LinuxONE Partner Network to Accelerate Modernization for IBM Z Customers and expand its customer experience management capabilities

OvationCXM: Nationwide Field Services Provider in the US and Canada

What do our field service technicians provide? We support in-store merchant technology, network management and low-voltage cabling for some of the biggest brands in the US and Canada.

CEO Catch-Up: Takeaways from 2023 and What's Next for 2024 in CX

What was the big story in 2023? What's next for CX? OvationCXM's Founder and CEO, Chip Kahn weighs in during this Q&A.

The CX Year in Review and Look Ahead

OvationCXM leaders including co-founders, CEO Chip Kahn and President Tim Attinger, look back on CX in 2023 and share predictions.

Powering up Customer Journeys and Connected Ecosystems with AI: A 2023 Product Recap

Get an update on the pioneering customer experience management capabilities our product team introduced to our platform in 2023.

The Symphony of Seamless Customer Journeys: CEO Chip Kahn Joins Science of CX Podcast

Learn about the benefits of customer journey orchestration across complex ecosystems in this podcast with CEO and founder Chip Kahn.

Outsourced Customer Support Using CX Services from OvationCXM

CX Services provides you with outsourced customer support services that enhance ROI and provide flexibility in any economy.

Benefits of Outsourced Field Services Support for In-Store Merchant Technology

OvationCXM's nationwide field services support is one part of our comprehensive customer experience technology and solutions suite.

Customer Experience Management Technology: Must-Have or Nice-to-Have?

Brands say CX is a priority, but only 1 in 10 customers claim they receive excellent service. Is CX technology necessary to bridge this gap?

Lessons From the Best Customer Experience Brands

There's a handful of brands repeatedly awarded for their elite CX delivery. Learn what they do to achieve consistently excellent CX.

AI Trends in Customer Experience for 2023 and Beyond

Discover the latest AI trends transforming customer experience in 2023 and beyond. Alan Finlay, Head of Product, shares expert insights on generative AI, use cases, and integration strategies.

The Path Forward: OvationCXM and AI

Learn what is happening in CX related to AI, and our strategy and vision for helping enterprises use it to maximize CX delivery.

OvationCXM Launches New Wave of Generative AI Capabilities in Its CXM Platform

OvationCXM today announced the infusion of generative artificial intelligence (AI) into our CXMEngine platform.

The Benefits of Orchestrating Customer Journeys

KeyBank transformed its merchant services customer experience using OvationCXM 's platform. Ben Motteram of CXpert talks to Jon Briggs - KeyBank and Tim Attinger - OvationCXM in this enlightening inteview.

Six Ways Generative AI Enhances Customer Experience and Journey Orchestration

What are the six most compelling applications for generative AI in customer experience management and journey orchestration? Find out...

Generative AI - How it's Powering Profound CX Insights

What is generative AI, and how can it elevate the customer experience?

How Community Banks Can Innovate Faster

Community banking systems, like legacy cores, are slowing innovation. Best in breed CX platforms can overcome this rigidity.

The State of CX in 2023: A Midyear Check-in with OvationCXM Founders

At the midyear point of 2023, our CEO and President share their thoughts on what's happening in CX in banking and across enterprises related to artificial intelligence and the economic downturn.

OvationCXM Recognized as Leading Technology Company in 2023 AIFintech100 List

OvationCXM was named to the FinTech Global 2023 AIFintech 100 list for the use of AI in CXMEngine, our customer experience management (CXM) platform.

15 Strategies to Create a Seamless Customer Experience

Giving exceptional customer service experiences consistently is hard, but not impossible. We compiled a list of 15 strategies that work for any organization, in any industry, to deliver excellent CX.

How-To: Winning in Fintech Customer Experience

What's Happening in 2023 Telecom Customer Experience Management

Product Spotlight: Journeys

Orchestrate and change your customer journeys with drag-and-drop ease with our latest update of Journeys.

Journeys Latest Release Brings Drag-and-Drop Ease to Journeys Orchestration

We've launched our latest turbocharged version of Journeys, our drag-and-drop journey orchestration solution. Read more...

Shopwave and OvationCXM form Partnership to Elevate Point-of-Sale Systems for US Retail

Shopwave has chosen OvationCXM to orchestrate and drive seamless onboarding and activation journeys and deepen its relationships with existing merchants.

Five Things You Need To Orchestrate Customer Journeys Across Complex Ecosystems

Customer journey orchestration platforms that optimize CX across multi-product, multi-team ecosystems requires five key features.

Three Ways to Preserve Customer Experience During Cost Transformation

Not all cost consolidation decisions deliver the value they promise, and frequently, they affect the quality of customer experience. Learn three best practices to preserve CX that align with cost consolidation.

Setting Customer Experience Performance Goals: Best Practices and Considerations

Healthcare Customer Experience Management: Why It Matters

Introducing Messenger: Influence Customer Journeys with Real-Time Multi-Channel Communication 

We've launched Messenger, our newest turbocharged iteration of Webchat. Read for what's new...

The Basics of Customer Journey Mapping

What is a customer journey map? And why should companies invest the time and the resources to map their customers' experiences within their organization?

Aevi Selects OvationCXM to Transform Digital Payment Customer Experience

Today we are pleased to announce that Aevi is expanding into North America and has selected OvationCXM as its CXM provider.

How to Overcome Data Silos in Mergers and Acquisitions

Merger and acquisition activity in segments like healthcare powers on. How can enterprises more quickly realize the benefits of their M&A when integration of people and systems takes time and effort.

OvationCXM Announces the Integration of ChatGPT Into The CXM Platform

We've announced that we are integrating GPT-3, the foundation of ChatGPT, into our CXMEngine platform. The incorporation of ChatGPT will work in tandem with OvationCXM’s existing artificial intelligence (AI) suite to elevate communication, smart help and predictive support.

Top Use Cases of ChatGPT in CX

ChatGPT promises to disrupt how we interact with everything, especially customers. What are the top use cases for ChatGPT, conversational AI and CX?

The Power of ChatGPT in Conversational AI

ChatGPT is set to transform... well... everything! But how specifically is it going to revolutionize chatbots and conversational AI so vital to CX?

The Top 5 Customer Experience Trends in 2023

The Must-Have Customer Experience Metrics You Need to Track

When you address customer issues quickly and efficiently, clients are 2.4 times more likely to stick with your business.

AI Voice Recognition: Will It Change How Companies Serve Their Customers?

One study in 2020 showed that voice is the preferred method for customers to reach an organization’s customer service team. In fact, 42% of consumers prefer phone calls.

Unpacking the Customer Journey Map: Why It Matters

It’s been reported that in the US, 49 percent of consumers left a brand during 2022 as the result of a poor customer experience.

Why Data Silos are the Enemy of Great CX and What to Do About It

Collaboration and communication silos waste seven hours/week and lead to poor customer experience. Learn how that can be changed to transform CX.

What is a Customer Journey Map, and Why do it?

What is customer journey mapping and why is it important for an enterprise that needs to optimize its customer experience?

Customer Experience Management Best Practices 

Customers are constantly modifying their tastes and demanding more from their CX.

CRM vs. Client Support Software 

Businesses employ both solutions to improve their customer relationships and support, but while they may seem similar at first glance, there are key differences that set them apart.

5 Brands With Excellent Customer Relationship Experiences

Companies that focus on the customer relationship experience tend to be highly successful.

Customer Service Experience: Smart Marketing Strategy to Fuel Business Growth

It's important for businesses to prioritize customer experience management and make sure that their customer service is streamlined and cohesive across all touch-points.

Hyper-Personalization as a Customer Experience Trend

The goal of hyper-personalization is to create a unique and personalized service and experience for each individual customer.

Customer Experience Management Versus Customer Relationship Management: What Is the Difference?

Customer experience management (CXM) and customer relationship management (CRM) differences and how they relate are often unclear.

A Look Back on CXM in 2022 and What’s Ahead for 2023

Our Founder and CEO Chip Kahn and President Tim Attinger recap customer experience in 2022 and predict what's ahead in 2023.

2022: A Year of Incredible Product Growth for OvationCXM

OvationCXM's product team looks back at the major advancements to CXMEngine in 2022 with a look ahead to what's next.

Why Connecting Siloed Banking Systems Pays Off

Financial institutions compete today with retail giants embedding financial products into their offerings. How do they compete?

Enterprise and Mid-Sized Businesses Abandon Financial Services Onboarding Most Often

Enterprise-sized companies have little patience when things don't go well in their banking product/service onboarding, according to our research...

Six Roadblocks To Resolving CX Frustrations Quickly

What are the six obstacles to resolving customer experience problems, and how can they be overcome?

30% of Businesses Report 4+ Contacts Needed to Solve Banking Onboarding Issues

If time is money, business banking customers say they've wasted a significant amount just trying to resolve onboarding issues, leading to frustration and attrition...

3 of 4 Businesses Have Abandoned Their Banking Product/Service Onboarding Because of Bad CX

Learn what businesses reported as their top frustrations in their banking experience in our 2022 Financial Services CXM Impact Report.

Credit Union Mergers & Acquisitions Complicate CX

The credit union industry is being transformed by mergers and acquisitions that can lead to disjointed customer experiences...

OvationCXM Releases the 2022 Financial Services CXM Impact Report

OvationCXM surveyed 4,000+ business owners/operators about their banking experiences. Learn what they said...

The Meaningful Relationship Between Customer Experience and Marketing

Marketing plays a pivotal role in creating the customer experience, even though the customer experience and marketing teams are often not connected.

Create a Meaningful Customer Journey

One critical strategy to discover where you are succeeding in nurturing positive experiences with your customers—as well as where you might want to improve—is by taking a hard look at your customer journey.

Creating a Great Customer Experience

CX is poised to remain a key brand differentiator in the coming years, perhaps even more so than the price of products and services or the quality of the products themselves.

Avoiding a Bad Customer Experience: Rethinking the Customer Journey

A customer-centric experience is more important than ever before. A positive customer experience journey meets the needs of customers without throwing up friction and roadblocks.

Zendesk Alternative: Why Customer Service Platforms Aren't Built for Product Support

Understand why Zendesk (and similar competitors) are not the right choice for customer service and supporting technology products.

Without a Paddle

Don't get caught up creek without a paddle.

4 Steps to Quickly Set Up and Optimize Your Yelp Business Account

Small businesses are quickly realizing the importance of having a strong presence on social media, and platforms like Yelp are quickly becoming (almost)

How to Stop the Telephone Game in Banking Customer Experience

Communication gaps and missing information might be funny in the telephone game, but it's disastrous in banking customer experience. Learn how to stop it.

Why Should You Outsource B2B Support?

Need support scaling your B2B business? Discover the benefits of outsourcing your B2B support and improve your relationship with your customers.

Who Should Invest in Product Support?

Product support is an increasingly vital part of any B2B technology vendor’s offering, helping businesses to attract and retain customers.

Knowledge Bases & Gen AI Chatbots Transform Tech Support

Tech support is enhanced by combining brand knowledge with Gen AI chatbots. Explore how this pairing can simplify support delivery, benefiting the bottom line.

Why CXM and Why Now?

Digital transformation initiatives only increase the fragmentation of customer experiences. Enterprises are losing control of their customer journeys.

What is Knowledge Delivery?

Knowledge Delivery empowers teams to resolve customer issues proactively, cutting down on response times & providing excellent customer experiences. Here, we offer a deep dive into what that looks like, and how it can empower your teams to drive superior outcomes - from sales to support.

What is the difference between CXM and CRM?

What's the differences between a Customer Experience Management platform (CXM) and a Customer Relationship Management platform (CRM). Find out...

What is Product Support?

When business customers need product support, there are four things they want in their customer experience. Learn more...

Using a Virtual Agent to Provide Superior Customer Service

A virtual agent is a non-human assistant that helps users achieve a desired outcome. Learn how a virtual agent can make your customer service offering more profitable while drastically improving your customer satisfaction.

Values

Our business is about matching the technician to a business immediately wherever that business is located. Given the nature of this model we employ a virtual, independently contracted wor

Unified Payments Selects Boomtown as Ecosystem Engagement Platform to Transform Customer Experiences

Unified Payments and Boomtown partnership announcement. Unified Payments is using Boomtown to transform their customer experiences.

The War to Win Cash Replacement

Battles are being waged amongst popular fintech companies to own cash and cash deposits. Silently fought, competitors know that a battle over supplying the increased demand for innovative cashless solutions will leave few victors. Who will take the lead, and who will be left behind?‍

This Week at OvationCXM: Rebrand, Funding and Partner Growth

Founder and CEO, Alfred "Chip" Kahn shares additional details about the announcements made this week, including a new name, funding and a growing customer list.

TruRating is now available on Poynt

Capturing honest customer feedback is extremely difficult for local businesses. Platforms like Yelp aren't really helping local merchants improve their business. All these platforms do is give angry p

Technology Monitoring: How to Manage Technology Across Distributed Locations

We live in a connected world. Technology is everywhere and it is increasingly dependent on external devices and networks to properly function. Technology monitoring enables teams to support technology across remote locations, making sure this technology is online and functional at all times.

The Game of Telephone

Also known as the game that no-one wants to play.

The Future of Customer Experience Enhancement (CEE)

What is customer experience enhancement (CEE), and why do businesses need it? CEE provides your consumers with an experience (we aim for positive) by improving every touchpoint in the customer journey.

The Colleague Experience

Every team wants to deliver an excellent customer experience. Making sure that your team has a positive colleague experience comes first.