Weekly News Roundup

Customer Strategy
Customer Experience
A look at the technology developments and research reports announced this week in the customer experience space


Baynote Study Shows Paper Catalogs Influenced Holiday Shopping Behavior

Baynote, a provider of personalized customer experience solutions, revealed the results from its 3rd Annual Holiday Online Shopping Survey. The study, conducted in partnership with the e-tailing group, surveyed 1,000 U.S. online holiday shoppers between November 24 and December 5 in order to gain insight into consumer behavior and key buying influencers across various retail channels, including physical stores, eCommerce websites, social networks, tablets and mobile devices.According to the survey, paper catalogs influenced twice as many consumers as both Pinterest and Twitter for both in-store and online purchases. Paper catalogs influenced 81.9 percent more in-store purchases and 42.9 percent more online purchases than Facebook. Social platforms were most influential to consumers between the ages of 25 and 34, while paper catalogs were most influential among consumers 45 years and older.

Technology Developments

Free Smartphone Service for Independence Blue Cross members

Southeastern Pennsylvania health insurer Independence Blue Cross aims to improve the service to its members through timely and valuable communications sent to customers' smartphones. The newly launched service, IBX Wire, is a private, personalized message board that will allow members to connect to the health insurer directly through their own private, digital space. This aims to make it easier to stay on top of need-to-know personal health information, complete transactions, and get one-to-one support. Members will be prompted to turn on the new service when they receive this year's health plan cards.

Capgemini Launches Digital Utilities Transformation Services

Consulting, technology, and outsourcing services provider Capgemini has announced a digital transformation offering for utilities as well as a digital utilities transformation "User Group Forum."The new service is designed to accelerate the adoption of digital by utilities companies, transform the way they interact with customers and understand them, and drive efficiencies internally across their organization. The "User Group Forum" will help the innovation cycle by sharing thoughts on vision of the future of utilities, allowing customers to have direct access to studies, thought leaderships, and technology demonstrations.The need for this offering was underlined by a recent study carried out by Capgemini Consulting and the MIT Center for Digital Business, which found that although 87 percent of utilities believe digital is 'a key driver of their business performance,' 62 percent do not believe they are investing enough in digital transformation.

NetSuite Acquires Retail Anywhere

NetSuite Inc., a provider of cloud-based financialsand ERP software suites, announced that it has acquired Retail Anywhere, a provider of multichannel retail management solutions designed to improve the retailcustomer experience. The acquisition builds on NetSuite's SuiteCommerce platform, delivering an integrated cloud-business suite for retailers to help grow revenues, open up new sales channels, and expand their business globally. It supports the multiple customer touchpoints a retail business needs to succeed - from physical points of sale at brick-and-mortar stores or other locations to call centers, social media and B2B, B2C, and e-commerce via desktops, laptops, iPhone/iPad, and other smartphones and tablets.

NICE Introduces Contact Center Fraud Prevention System

NICE Systems has announced the launch of its Contact Center Fraud Prevention solution which tracks fraud patterns and screens all phone interactions to identify potential instances of fraud.The solution takes a multi-layered approach to fraud by enabling businesses to pinpoint fraudulent callers according to their unique voice print by using voice biometrics and automatically cross-reference each call with a suspicious watch list of known fraudsters. The solution also implements NICE Interaction Analytics to identify fraud patterns and social engineering attempts based on speech analytics, emotion detection, talk patterns, and interactions. Telephony and other contextual data, such as IVR events, caller location and caller ID are also examined to determine potential fraud. The NICE solutions can be deployed as a standalone contact center solution or as part of the NICE Actimize enterprise fraud offering.