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Customer Experience Equally Important as Price for Today’s Modern Consumer

imimobile

Good customer service is a key driver of repeat business, according to 75% of respondents 61% are willing to pay more for a better experience and 55% would change brands to receive better customer service Different generations have varying levels of comfort for different service needs, such as 19% of both Gen Z and young millennials would use social media to ask questions about a product/service compared to 4% of Baby Boomers, and 71% of Gen Z respondents would use a digital channel to manage orders, reservations and appointments compared to only 32% of Baby Boomers 47% of respondents say they believe good customer service is more important now than it was 12 months ago, pointing to integrated paths of communication in the physical and digital worlds being critical.To learn more about the findings, download the full report here. Customer experience (CX) has become as pivotal as price when it comes to purchasing decisions, demonstrating its importance to business success and a conversation that must break into the boardroom, according to research published today by global cloud communications software and solutions provider, imi mobile, part of Webex. The findings indicated a growing challenge for brands to balance and deliver three customer experience elements across all customer touchpoints – resolution, customer rapport and relevance, which imi mobile has designated the “CX Trilemma” and points to CX as a major business imperative. The inaugural “ 2022 CX Trilemma Report,” surveyed 2,000-plus U.S. and U.K consumers about qualities for good customer experience and presents findings that uncover shifting consumer preferences. Specifically, the report reveals preferences for how and when respondents want to engage and communicate with their favorite brands and businesses. Some key highlights: “Customers expect brands to meet them through their preferred channel, at their desired time with the information they require, and businesses who aren’t scaling to deliver against this increasing customer expectation will fade away,” said Jay Patel, VP & GM, Webex CPaaS. “The good news is that world-class CX can now be delivered by cloud-based technology. There are easy-to-use, multi-channel cloud communication platforms that enable businesses to orchestrate and automate their customer interactions on one, central platform, enabling the ability to resolve issues quickly, build rapport with customers and drive relevant experiences. Improving customer experience is the key business priority for 2022 that can directly impact the bottom line.” The CX Trilemma Report reveals that organizations truly committed to solving the CX challenge must support multiple channels and navigate new technology and innovation to not only meet but exceed customer expectations, especially for the Gen Z and millennials who are increasingly using more digital channels. For organizations serving multiple demographics or offering a diverse set of services, one channel simply can’t give every customer a satisfying journey. Resolution: Resolving customer problems, queries, and complaints, while being proactive with updates on products and services remain a cornerstone of a great customer experience. Respondents identified simplicity (79%), consistency (78%), speed (76%) and convenience (73%) as fundamental to resolution. Furthermore, 75% of respondents said quick resolutions influence repeat transactions. Rapport: Those surveyed called out brands for displaying a lack of empathy, transparency, and honesty as well as an inability to understand frustrations as reasons for a poor customer experience and dissuades them from using a brand or business altogether. Of this, 64% cited repeating information to different teams and having to proactively chase agents as leading factors for poor customer experience, which can also lead to negative word-of-mouth, reviews, and a tarnished reputation. Relevance: In a post-pandemic era, relevance is becoming an increasingly important part of the customer experience mix – communicating with customers on the channels they want to use, meeting them where they are and at the most convenient time (67%) while also delivering relevant, personalized communications are key for successful customer engagement (60%). What’s more, the findings unveil that every generation, industry, and region have varying preferences in regard to channels, when to be contacted and personalization of communications. “Finding the right communications mix for your customers requires a deep, nuanced understanding of them and your processes, and they are very different to those of just two years ago. To reach them in the right way, businesses need communications that work best for everyone, and this requires technical capabilities and expertise to orchestrate end-to-end customer journeys across multiple channels.” stated Patel. While you can support multiple communications channels manually, technologies such as Enterprise CPaaS (Communications Platform as a Service) make it easier to manage multiple channels, comply with regulations, and deliver a consistent, connected customer experience. About imimobile imimobile, part of Webex, provides cloud communications software and services that manage business-critical customer interactions at scale. We believe that customer experience is the key competitive advantage for consumer businesses. So, we’re creating a world where enterprises can stay constantly connected to their customers. A world where every touchpoint, on every channel, is an opportunity to deliver rich, engaging, intuitive experiences. Our API and low-code Communications Platform-as-a-Service (CPaaS) offering enables large enterprises to automate, orchestrate and monitor their customer interactions all on one platform. This helps businesses to lower costs, reduce complexity and accelerate IT roadmaps. Our innovative platform and applications are being used at scale today by blue-chip global enterprises and leading public-sector organizations to deliver smarter customer interactions, such as AA, Best Buy, BT, Capitec Bank, Centrica, EE, IHG, Mercedes, Orange, O2, Vodafone and Walgreens. The business was acquired by Cisco Systems in February 2021 and has global offices across the UK, USA, Canada, India, and South Africa. www.imimobile.com. Contact Details Kite Hill PR Michael Kocher +1 704-960-2295 michael@kitehillpr.com

February 01, 2022 12:00 AM Eastern Standard Time

Minuteman Press Franchise in Winter Park, FL Celebrates 25 Years and Shares Secrets to Longevity and Growth

Minuteman Press International Inc

In 1996, Linda Sang decided to leave the corporate world and join the Minuteman Press franchise family, and she is now celebrating 25 years in business. Linda’s daughter Darcy has been along for the ride, saying in a recent newsletter, “It was a world that none of us knew anything about, but would quickly learn as every available hand was recruited to answer phones, hand collate and staple jobs and market the business for our intrepid leader. And we have been doing it ever since.” Being in business for over 25 years, Linda shares her biggest keys to longevity and growth. She says, “We keep pushing to get new customers in various methods. The pandemic initially cut down on the door-to-door marketing that has always been successful in the past for us. We currently do more social media, thanks to my daughter, Darcy, and some direct mail campaigns targeting local businesses and new businesses.” Linda continues, “We are also very attentive to our customers, keeping them informed and helping them find solutions/options for their needs. We respond to emails almost instantly and turn quotes around as quickly as possible, generally the same day if there isn’t a lot of research involved. When we make deliveries, each customer gets a ‘goody bag’ with notepads and other branded items. Many customers get excited about our deliveries, sometimes even more so for our giveaways rather than their finished jobs.” Over the past two years, Linda and her team have utilized various digital and print marketing tools available to them. She says, “We have gotten more into social media than in the past and have worked on getting high Google ratings, as customers do look at reviews. We do find that we are getting a lot of requests from Google and the Minuteman Press Internet Marketing program. We also test out the suggested methods from Minuteman Press corporate (such as the lumpy mailer and direct mail campaigns) and see what works best for us and our customer base. Otherwise, we are simply doing what we have always done through the years… provide solid customer relations.” What’s next for Minuteman Press in Winter Park? Linda says, “We hope to grow this year by reaching out to new prospective customers and generate more referrals.” Lastly, Linda reflects on the family business and says, “In our case, Darcy and I work together well and have the same goals and work ethic. My husband, Kelly, is semi-retired and helps out when we need him. When you have this situation, you don’t have to worry about someone showing up to work or leaving for other opportunities. There is always loyalty. We also find it key to treat our employees as if they are family as well. Not only does it create a pleasant working environment, but loyalty builds as well. We work lean and mean, which makes for some long days, but when you trust your employees and family, it is truly a joy.” For more information on Minuteman Press in Winter Park, FL, visit https://minuteman.com/us/locations/fl/winter-park. For Minuteman Press products and services, visit https://minuteman.com. Learn more about #1 rated Minuteman Press franchise opportunities and read Minuteman Press franchise reviews at https://minutemanpressfranchise.com. Contact Details Minuteman Press International Chris Biscuiti +1 631-249-1370 cbiscuiti@mpihq.com Company Website https://minutemanpressfranchise.com

January 31, 2022 10:00 AM Eastern Standard Time

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Agora Data names Josh Pezzuto as Senior Vice President, Head of Sales

Agora

Agora Data, inventor of the first-ever crowdsourced securitization, reducing interest rate line of credit and technology platform supplying book value of loans for the subprime auto industry, today announced Josh Pezzuto has joined the company as Senior Vice President, Head of Sales. He will lead Agora’s sales team as the company continues its quest to make game-changing funding solutions and portfolio analytics available nationwide to Buy Here Pay Here dealers and finance companies. Pezzuto’s diverse sales and operations background spans multiple industries across his career. He has a proven track record of leading, growing and training teams to achieve measurable results. Pezzuto has worked for both startups and well-established, global corporations. The ability to thrive in any environment has contributed to his consistent success over the past two decades. In addition, Pezzuto’s fierce creativity and innovative thinking have been crucial to solving the toughest challenges along the way. Steve Burke, CEO of Agora Data, said, “Josh is a perfect fit for Agora’s trailblazing, entrepreneurial culture. We are breaking down more barriers for the Buy Here Pay Here industry every day. I believe Josh’s impeccable sales expertise, technology background and superior leadership skills are exactly what Agora and the industry needs to help even more dealers fuel their businesses and surpass their growth goals.” Pezzuto commented, “When I learned about Agora’s disruptive vision, I knew this was the place for me. I’m inspired by the company’s commitment to leveling the playing field for a notoriously underserved market, subprime auto dealers. Most of all, I’m excited to expand Agora’s impact by connecting more dealers and finance companies with the kind of funding and data analytics previously only available to mega-size operations.” About Agora Data, Inc: Agora Data’s platform delivers a suite of tools to empower Buy Here Pay Here dealers and finance companies to finance their subprime customers. Agora’s family of auto finance products provides a wide range of critical funding paths so originators can obtain the cash they need to fuel growth, compete, and build wealth. Powered by patent pending technology, originators now have access to robust data analytics and planning resources to help optimize the performance of their portfolios. Agora Data made history by closing the first-ever Crowdsourced Subprime Auto Securitization in 2020 and followed that up with its second transaction in early 2021. For more information, visit agoradata.com or contact us at 877-592-4672. Contact Details Shelly Vandeven +1 682-282-4130 media@agoradata.com Company Website https://agoradata.com/

January 31, 2022 09:03 AM Eastern Standard Time

Personalization and Customization Are an Increasing Part of Customer Experience Strategies in Data-Rich Industries, According to Dash Research

Dash Network

Given the wide range of options for the digital and physical ordering, fulfillment, and after-service care available to both consumers and businesses, a one-size-fits-all approach to customer experience (CX) is not only outdated, but a recipe for driving customers away. According to a new report from Dash Research, that is why providing a personalized and optimized CX remains a widespread goal of both business-to-consumer (B2C) and business-to-business (B2B) companies seeking to create deeper, more customer centric interactions that are the hallmark of driving customer loyalty and a higher amount of repeat business. Providing such a personalized and optimized experience requires a multifaceted approach, which involves understanding each customer’s specific preferences and desires, assessing their typical customer journey from initial contact through post-sales interactions, and ensuring that the organization has unfettered access to the data and software tools to create and nurture these one-to-one experiences. Dash Research’s analysis concludes that the systems and processes required to support this level of tailored experience will drive revenue growth in the global market for CX personalization and optimization software and services from $7.0 billion in 2020 to $11.6 billion by 2026, representing a 65% increase in market size during that forecast period. According to principal analyst Keith Kirkpatrick, “many companies are faced with challenges delivering on their personalization and optimization efforts, often due to the presence of data silos, which prevent applications and agents from easily accessing the information that can limit their ability to identify the preferences, triggers, and processes that are most preferred by customers. Further, an overuse of personalization can negatively impact the CX if customers are questioning how certain personal information was captured, and whether its use feels overly intrusive or even creepy.” Kirkpatrick adds that the growing use of personalization and optimization to improve CX is driven by several internal and external factors, including: A shift to digital sales and marketing efforts has increased the amount of data available for use in personalization Customers increasingly expect personalized and optimized experiences across all channels Personalized offers are driving revenue growth Automation and artificial intelligence (AI) allow more efficient optimization and personalization More organizations are shifting from a traditional sales model to a customer-centric loop approach But despite the demand for increasingly personalized and optimized CX, Dash Research finds that organizations often run into challenges that impact their ability to provide more individual and friction-free experiences, including: Balancing personalization and optimization against feelings of intrusion Data quality issues Data governance, privacy, and security concerns Challenges with shifting sales and marketing approaches from a sales loop to a customer engagement (CE) model Dash Research’s report, “CX Personalization and Optimization”, focuses on the market drivers and barriers to the adoption and use of platforms, applications, and services that enable greater personalization and optimization across all facets of CX. The report also details several B2C and B2B case studies and includes best practices for deploying personalization and optimization within an organization. Market forecasts covering the 2019 to 2026 period for software and services that provide personalization and optimization functionality are provided, covering 20 industries and 5 geographic regions. An Executive Summary of the report is available for free download on the firm’s website. Dash Research, the market intelligence arm of Dash Network, provides in-depth research and insights on the worldwide CX market including a comprehensive assessment of technology solutions, business issues, market drivers, and end-user dynamics across industry sectors. Dash Research’s global market coverage combines qualitative and quantitative research methodologies to provide a complete view of emerging business opportunities surrounding contact center technologies, customer data & analytics, customer data platforms, customer insights & feedback, customer relationship management, personalization & optimization, and employee experience. For more information, visit www.dashresearch.com or call +1.720.603.1700. Contact Details Dash Research Clint Wheelock +1 720-603-1700 press@dashnetwork.com Company Website http://www.dashnetwork.com

January 31, 2022 07:10 AM Eastern Standard Time

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BitX Funding Triumphs With Record 2021 Results

BitX Funding

Fairfield, CT., January 24, 2022— BitX Funding, one of the most prominent alternative lenders in Southern Connecticut, announced a banner year for growth in 2021. Overall, revenue went up 10%, new users increased by 70%, impressions went up 300%, and business applications came in at a rate of 1,275% more than the previous year. Out of all the loans that BitX sold, Startup loans had the highest increase. “Our economy saw solid growth in small business lending and the startup loan category lead the way due to the great resignation”, said Todd Rowe, president of BitX Funding. “We continue to grow BitX revenue with support from internal sales, record marketing results, CT Innovations mentor support, and our raving fans. Our 2022 goals are to continue to build out our lending platform, grow our lender base, obtain our own lending facility, and drive client growth. Our goals are to increase revenue by 160%, have a 133% increase in units sold, and a loan amount increase of 200% in 2022.” Rowe continues to promote his company as a marketplace for small business loans, especially with young entrepreneurs. With one click, you can get a response to your loan request within 24 hours. That makes BitX Funding a partner you can trust in 2022. BitX Funding is an omnichannel marketplace for alternative small business loans and business insurance. BitX connects their clients with the right loan and lender from SBA 7a, start-up loans, short-term loans, mid-term loans to merchant cash advances and business lines of credit. BitX is where lenders compete for your business. Our top-rated lenders focus on real-life business data and cash flow, which means you can qualify for small business loans even if your credit score isn’t perfect. We care about small business and it’s our mission to secure the right funding when you need alternative small business loans within our small business loan marketplace. Contact Details BitX Funding Todd Rowe +1 203-763-1430 info@bitxfunding.com Company Website https://www.bitxfunding.com

January 27, 2022 01:05 PM Eastern Standard Time

Cliffe Dekker Hofmeyr Selects OnePlace Collaboration & Content Suite for Matter-Centric Document Management

Intapp

Intapp (NASDAQ: INTA), a leading provider of cloud-based software for the global professional and financial services industries, today announced that South African corporate law firm, Cliffe Dekker Hofmeyr (CDH) has selected the OnePlace Collaboration & Content suite to deliver a collaborative, matter-centric document management solution, built on the firm’s Microsoft 365 platform investment. CDH, an award-winning firm with offices in South Africa and Kenya, will use Intapp solutions in tandem with Microsoft Teams, SharePoint, Outlook, and Office to efficiently connect its most important assets: people, processes, and data. Intapp collaboration and content solutions simplify collaboration, enhance compliance, automate governance, and help professional services firms deliver better client outcomes. As a part of this suite, CDH will use the following components: Intapp Workspaces to extend Microsoft Teams with matter-centric collaboration, 360-degree insights, and automatic lifecycle management Intapp Documents to deploy matter-centric document management capabilities, automatically filing emails and attachments to Microsoft SharePoint “We wanted to remove the constraints experienced by a traditional document management system, as it was time to progress from our legacy on-premises document management system to a cloud-based solution that bridges the gap between the standard Microsoft applications our lawyers use daily and the advanced document management experience they expect,” said Ralph Hopkins, Head of Information Technology at CDH. “CDH continuously seeks advancing technologies in an effort to efficiently serve the evolving needs of our clients. By moving to Intapp solutions, we anticipate internal benefits like, increased productivity and enhanced knowledge management across all spheres of the firm.” “We’re thrilled that Cliffe Dekker Hofmeyr is looking at its cloud and data strategies holistically and chose the OnePlace Collaboration & Content suite to enhance collaboration, document management, and knowledge management across the firm,” said Alan McMillen, General Manager, Collaboration and Content Solutions, Intapp. “After implementation, they’ll be able to effectively manage all content within their Microsoft 365 platform and allow for future innovation like leveraging Microsoft’s advanced data governance capabilities and newer technologies like Viva.” CDH will work with Cloud Essentials, a Microsoft Gold Partner with extensive experience delivering solutions to large clients, including law firms, banks, insurance companies, and government agencies, to oversee the transition to the Intapp suite. Cloud Essentials’ specialists will help build a modern vision for content management at the firm, including compliance advisory to ensure implementation is built on secure and compliant foundations across the Microsoft ecosystem. “The team at Cloud Essentials brings its experience and passion to the process of wireframing and migration design, guiding detailed decision making and reducing risk at every step,” said Hopkins. “Following the migration, the ongoing partnership will ensure we get maximum value from the new solution, and realize the cost savings from decommissioning the legacy on-premises server estate.” About Intapp Intapp makes the connected firm possible. We provide cloud software solutions that address the unique operating challenges and regulatory requirements of the global professional and financial services industry. Our solutions help more than 1,950 of the world’s premier private capital, investment banking, legal, accounting, and consulting firms connect their most important assets: people, processes, and data. As part of a connected firm, professionals gain easy access to the information they need to win more business, increase investment returns, streamline deal and engagement execution, and strengthen risk management and compliance. For more information, visit intapp.com and connect with us on Twitter ( @intapp ) and LinkedIn. Intapp and OnePlace are registered trademarks of Integration Appliance, Inc., or its subsidiaries. Various trademarks held by their respective owners. About Cloud Essentials As vibrant content management specialists, Cloud Essentials help their clients to maximize value from Microsoft. They have a wealth of experience in complex migrations and drive innovation whilst ensuring the approach to security and compliance is robust. As such they’re able to deliver a full ‘end to end’ partnership for the transition to Intapp, and ongoing success with the platform. For more information visit cloudessentials.com and connect with us via Twitter (@cloud_essential) and LinkedIn. About Cliffe Dekker Hofmeyr (CDH) CDH is a full-service corporate law firm, with offices throughout South Africa, Nairobi in Kenya, and an extensive reach across Africa. Consisting of more than 350 lawyers and a track record spanning over 168 years, the award-winning law firm is able to provide experienced legal support and an authentic knowledge-based and cost-effective legal service for clients. CDH focuses on a number of key sectors which are active and thriving in Africa, including (but not limited to); mergers & acquisitions, competition law, corporate & commercial law, commercial real estate, energy & power, oil & gas, finance & banking, healthcare & pharmaceuticals, and technology, media & communications. For more information visit cliffedekkerhofmeyr.com, or connect with us on Twitter and LinkedIn. Contact Details Intapp Ali Robinson +1 612-232-0062 ali.robinson@intapp.com Company Website http://www.intapp.com

January 27, 2022 09:00 AM Eastern Standard Time

Comcast RISE Announces Major Expansion to All Women-Owned Small Businesses in the Twin Cities

Comcast Twin Cities

Comcast recently announced a major expansion of its Comcast RISE program to now include all women-owned businesses regardless of race or ethnicity in Comcast services areas nationwide, including the Twin Cities. This expansion of the Comcast RISE program furthers its efforts to advance digital equity and help provide underrepresented small business owners with access to the digital tools they need to thrive. In its first year alone, Comcast RISE provided more than $60 million in grants, marketing and technology services to more than 6,700 small businesses owned by people of color, including Black, Indigenous, Hispanic, and Asian Americans, among others. Of the 6,700 Comcast RISE recipients to date, nearly 70% are businesses owned by women of color, which spurred Comcast to take a deeper look into the unique challenges faced by women entrepreneurs. According to a study by the National Association of Women Business Owners, 42% of businesses in the U.S. are owned by women, with more than 1,800 new businesses being started every day. That’s nearly five times the national average. However, according to the same study, women-owned businesses are growing at only half the rate of those run by men, namely because women struggle to access capital and other resources to help them succeed. Comcast RISE, a multi-year, multi-faceted initiative launched to help strengthen small businesses hard hit by COVID-19, is accepting applications now through June 17, 2022. Twin Cities small businesses owned by people of color and all women-owned small businesses are encouraged to apply for the chance to receive consulting, media, and creative production services from Effectv, the advertising sales division of Comcast Cable, or technology upgrades from Comcast Business, based on their specific needs. Since the program’s inception, Comcast announced over 200 Twin Cities small businesses as Comcast RISE recipients. This includes Revival, Stunning Beauty Supplies and The Greenery Minneapolis, all local woman-owned businesses and Comcast RISE recipients. “This opportunity is a positive aspect to my business and the community. Not only will we be able to reach more prospects, we’ll also be able to add a few employees to the team,” said Henrietta Smaller of Stunning Beauty Supplies in Burnsville, Minnesota. “It feels great to know someone believes in me and my dream.” Comcast RISE, which stands for Representation, Investment, Strength, and Empowerment, is part of Project UP, Comcast’s comprehensive initiative to advance digital equity and help provide underrepresented small business owners with access to the digital tools and funding they need to thrive. Over the next 10 years, Comcast is committing $1 billion to programs, like Comcast RISE, and partnerships to reach an estimated 50 million people with the skills, opportunities, and resources they need to succeed in an increasingly digital world. Comcast RISE, which just celebrated its one-year anniversary, will continue to be open to racially and ethnically diverse small business owners. The expanded Comcast RISE eligibility to all women-owned businesses is effective now. More information and the applications to apply for marketing and technology services are available at www.ComcastRISE.com. About Comcast Corporation Comcast Corporation (Nasdaq: CMCSA) is a global media and technology company that connects people to moments that matter. We are principally focused on broadband, aggregation, and streaming with 57 million customer relationships across the United States and Europe. We deliver broadband, wireless, and video through our Xfinity, Comcast Business, and Sky brands; create, distribute, and stream leading entertainment, sports, and news through Universal Filmed Entertainment Group, Universal Studio Group, Sky Studios, the NBC and Telemundo broadcast networks, multiple cable networks, Peacock, NBCUniversal News Group, NBC Sports, Sky News, and Sky Sports; and provide memorable experiences at Universal Parks and Resorts in the United States and Asia. Visit www.comcastcorporation.com for more information. Contact Details Comcast Corporation Jill Hornbacher +1 651-425-1695 jill_hornbacher@comcast.com Company Website https://twincities.comcast.com/

January 27, 2022 08:00 AM Central Standard Time

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Save the Redwoods League Debuts Season Two of its “I’ll Go If You Go” Podcast

Save the Redwoods League

Save the Redwoods League today launches the second season of its groundbreaking podcast, “ I’ll Go If You Go,” taking listeners on an audio adventure tour through California’s iconic coast redwood and giant sequoia forests. Created to highlight diverse voices and build community in the outdoors, the podcast introduces a new host in its second season: Emily Harwitz, a multimedia science writer and photographer who tells stories that foster community, provoke curiosity and inspire a deeper connection with the world around us. Season two includes six episodes that will be released on the fourth Thursday of each month from now through June 2022. Harwitz will forage for mushrooms with farmer Arthur Lee of Mazu Mushrooms, go forest bathing with certified guide Juan Lazo Bautista, go birding with nature artist Clay Anderson, take a canoe tour with a Yurok guide, and skateboard with skate industry veteran Kim Woozy and friends of Skate Like a Girl. All episodes can be streamed on the League’s website and all major podcast streaming platforms, including Spotify, Apple Podcasts, Anchor, Google Podcasts and Pocket Casts. “There are just as many ways to connect with nature as there are people,” said Harwitz. “This season is really all about getting outside in the redwoods and experiencing new things—while learning about different perspectives and having fun.” Save the Redwoods League launched “I’ll Go If You Go” in 2021 as part of a larger effort to uncover stories of people from communities of color, which have been historically excluded from the wonders of the coast redwood and giant sequoia forests. Through conversations with emerging outdoor leaders, the League illuminates how Californians of all backgrounds think about and experience nature and conservation—in the redwoods and beyond. “While ‘I’ll Go If You Go’ is made for all of our community members to find joy and inspiration, we wanted to create something that showcases members of underrepresented communities engaging with these incredible natural places that have been protected by and for all of us,” said Leslie Parra, the League’s outreach program manager and creator of the podcast. “It all circles back to the name of the podcast—if people see themselves in others who are spending time doing fun things in the redwoods, they’ll be more likely to feel welcome giving it a try.” Parra, who hosted the podcast’s first season, now passes the microphone to Harwitz, a multiracial Asian American based in the San Francisco Bay Area. Harwitz’s work has been published in “Hakai Magazine,” “The San Jose Mercury News,” “Bay Nature” and elsewhere. In addition to chemistry and ecology, Harwitz is interested in Indigenizing science, plant communication and wildlife, as well as playing her flute and enjoying tea. To schedule an interview, contact Robin Carr at (415) 971-3991 or redwoods@landispr.com. Save the Redwoods League One of the nation’s longest-running conservation organizations, Save the Redwoods League has been protecting and restoring redwood forests since 1918. The League has connected generations of visitors with the beauty and serenity of the redwood forest. The nonprofit’s 29,000 members have enabled the organization to protect more than 216,000 acres of irreplaceable forest in 66 state, national and local parks and reserves. For information, please visit SaveTheRedwoods.org. Contact Details Landis Communications Inc. Robin Carr +1 415-971-3991 redwoods@landispr.com Company Website https://www.savetheredwoods.org/

January 27, 2022 05:35 AM Pacific Standard Time

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The Customer Experience Market Ecosystem is Being Transformed by a High Level of Consolidation and Investment Activity, According to Dash Research

Dash Network

The customer experience (CX) market ecosystem is a broad web of solutions and technologies aimed at smoothing out a customer’s journey from start to finish and providing a personalized and engaging experience. On the technology provider side, these solutions aim to increase loyalty and satisfaction, optimize revenue, and allow for better targeting and retention. According to a new report from Dash Research, this market landscape has been developing at a rapid pace for more than a decade, however recent shifts in industry priorities and business models are now creating a period of significant change as mergers & acquisitions, investment activity, and new business formation reshape the constellation of market participants. Dash Research’s analysis indicates that COVID-19 in particular has resulted in an abrupt, but sustained move to digital, causing a large increase in the digital customer data stream and a greater focus on housing, analyzing, and interpreting this data. In addition, customers have grown to accept and even look for increased personalization during their customer journey touchpoints, allowing this deluge of data to be leveraged by companies aiming for deeper relationships and more engagement. “The CX market itself encompasses large players, such as Oracle or Adobe, as well as smaller companies carving out a niche in areas like personalization or customer feedback,” says senior analyst Sherril Hanson. “There are pure play companies included in the ecosystem, but many companies span multiple market segments both within and outside of CX.” Hanson adds that even established market participants are in the midst of significant change. For instance, contact centers have needed to pivot their technology and workflows to account for increased omnichannel usage and remote agents. And tied to these new demands is a greater focus on employee experience (EX), as support employees and others in the labor force have needed to respond to fast-changing models. Driven by these changes and other emerging trends, Dash Research anticipates that continued consolidation, repositioning, and investment will all continue to make the CX market a rapidly evolving ecosystem for at least the next few years. Dash Research’s report, “CX Market Ecosystem”, outlines six segments in the CX ecosystem: customer data & analytics, personalization & optimization, customer insights & feedback, contact center, customer relationship management (CRM), and employee experience (EX). The report provides an overview of the market in general and includes a brief discussion of industry trends in each segment. Dash Research has included profiles on 150 companies in the CX space. There is an additional list of 100 other industry participants included in the report, as well as an Excel-based summary of key facts and figures for the companies. An Executive Summary of the report is available for free download on the firm’s website. Dash Research, the market intelligence arm of Dash Network, provides in-depth research and insights on the worldwide CX market including a comprehensive assessment of technology solutions, business issues, market drivers, and end-user dynamics across industry sectors. Dash Research’s global market coverage combines qualitative and quantitative research methodologies to provide a complete view of emerging business opportunities surrounding contact center technologies, customer data & analytics, customer data platforms, customer insights & feedback, customer relationship management, personalization & optimization, and employee experience. For more information, visit www.dashresearch.com or call +1.720.603.1700. Contact Details Dash Research Clint Wheelock +1 720-603-1700 press@dashnetwork.com Company Website http://www.dashnetwork.com

January 27, 2022 08:15 AM Eastern Standard Time

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