Leading postal and ecommerce logistics provider SingPost teams with Boomi to accelerate customer onboarding by 75 percent

Boomi, the intelligent connectivity and automation leader, announced that Singapore Post Limited (SingPost) has incorporated the Boomi platform to improve operational efficiency and speed customer onboarding to meet its digital transformation goals.

While the global logistics industry is expected to hit US$6.3 trillion in 2023, Asia’s ecommerce revenues alone are predicted to reach US$1.92 trillion by 2024. As a leading postal and ecommerce logistics provider in Asia Pacific, SingPost serves 13 markets across 220 global destinations. With a goal of focusing on ecommerce parcel delivery locally and internationally, SingPost embarked on a digital transformation project, adopting advanced technology, including a customizable data integration platform and generative AI.

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To modernize its business in the face of a complex supply chain landscape and improve customer satisfaction, SingPost required a scalable and effective solution for data transformation and mapping, as well as integration and application programming interface (API) management.

“Data is a cornerstone of our business. We use data to orchestrate the end-to-end ecommerce logistics delivery with our customer experience at the top of our minds. We need to ensure our customers are kept updated every step of the way, from the time they purchase an item online to when it is delivered to their doorstep,” said Noel Singgih, Group CIO, SingPost.

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Ensuring data is available and actionable in real time was a crucial part of SingPost’s digital transformation goals. The company wanted to break down data silos, improve data governance, and shift away from duplicate and legacy systems to take advantage of market opportunities and fuel business growth. To accomplish this, SingPost needed a robust and reliable integration platform as a service (iPaaS).

“We needed a strategic integration platform for electronic data interchange (EDI) and API integration to provide agility and scalability for our businesses and seasonal demands,” said Singgih. “With the Boomi platform, we can now onboard our customers 75 percent quicker, from five to six weeks to under two weeks. Our partnership with Boomi helps us improve visibility over our delivery and order fulfillment, making us more nimble and competitive to meet the needs of marketplaces and ecommerce retailers.”

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“In a digitally connected world, staying ahead of the curve is key. Boomi enables companies to innovate quickly and at scale to meet their digital transformation and business goals. We are honored to partner with SingPost as it transforms into a digital-first company, focusing on real-time data-driven insights,” said Thomas Lai, Vice President and General Manager for Asia Pacific and Japan, Boomi.

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InMoment, the leading provider of Experience Improvement solutions, announced that it has deepened its partnership with Bright, an award-winning, immersive learning platform, and has developed a fully integrated, AI-powered upskilling application to expand employees’ abilities, improve coaching, and decrease skill gaps. The offering provides a new way for large enterprises to elevate the employee journey, leading to a better overall customer experience (CX).

The integrated Bright and InMoment solution takes real-time InMoment data from the enterprise’s operations—such as handle times, error rates, NPS, or customer survey scores—to identify each associate’s strengths and weaknesses. Bright then automates a personalized, monthly upskilling path tailored to learners’ development opportunities. The upskilling includes AI-powered simulations, during which learners are rated and coached as they speak, make decisions, and use simulated systems, making the practice and coaching experience realistic and relevant to the employee’s goals.

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“When companies talk about adaptive learning, they usually mean adjusting a learner’s future courses based on prior quiz results,” said Rob Wright, CEO of Bright. “This is useful to a point, but it’s limited to the courses and quizzes in the company’s library, and it emphasizes content review over true practice and skill building. What we’re doing now with InMoment is in a whole different category of personalization and automation.”

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“As a longtime player in the Customer Experience Management space, we love the way this offering supports our vision of enabling an integrated CX approach by leveraging CX through EX,” said EVP of AI Products at InMoment, Jeff Catlin. “Employees practice the exact conversations that we’ve identified are negatively impacting the customer journey. The fact that Bright and InMoment can automate this process means we are making it easier to lift the customer journey, one employee and one skillset at a time.”

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Over the last several years, Bright has leveraged InMoment’s best-of-breed natural language processing (NLP) and AI stack to change how organizations and health systems train their associates. Bright’s approach to conversation, chat, and software simulations, powered by the InMoment AI engine, has helped reduce training costs and ramp times up to 50% for customer and patient experience roles. This expanded partnership builds on that success and sets the foundation to bring the companies’ combined offerings to their collective customer bases.

[To share your insights with us, please write to sghosh@martechseries.com]

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LG CEO Redefines AI as ‘Affectionate Intelligence,’ Highlights the Technology’s Key Role in Elevating the Customer Experience and Creating a Better Life for All

LG Electronics (LG) held its LG World Premiere press conference at the Mandalay Bay Convention Center in Las Vegas, Nevada, USA, introducing its new vision and exhibition theme for CES 2024, ‘Reinvent your future.’

CEO William Cho opened the proceedings by restating the company’s ambitious goal – first announced last year – to transform into a Smart Life Solution Company. Having gained a rich understanding of global consumers and their living spaces for close to seven decades, the company is now going beyond the home, expanding its business into diverse spaces including mobility, commercial and virtual. In every arena, the company aims to improve the customer experience by focusing on five key elements dubbed 3C2S: Care, Connectivity, Customization, Servitization and Sustainability.

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AI Redefined as ‘Affectionate Intelligence’

In its journey to innovate and elevate the customer experience, LG has identified AI as one of the most essential enablers of success. Rather than fixating on the evolution of the technology itself, LG is dedicated to demonstrating how AI can provide tangible benefits in the real world.

The company redefined AI as “Affectionate Intelligence,” revealing a belief that AI can foster a customer experience that is more caring, empathetic and attentive.

Real-Time Life Intelligence

During the press conference, CEO Cho highlighted the unique characteristics of LG’s AI solutions, starting with its capacity to harness a wealth of data, in both scale and quality. Among the 500 to 700 million LG products currently in use worldwide, there are many smart devices equipped with AI-supported intelligent sensors that are optimized to learn and analyze users’ ‘physical’ and ’emotional’ life patterns.

Whereas many companies rely on internet-based data to train their AI, LG has the advantage of being able to draw on ‘real life’ data gathered from billions of connected devices, encompassing LG smart products and a wide range of IoT devices. This dataset can provide valuable insight into customer-device interactions, as well as customers’ environments, behavior patterns and emotional states. This multi-faceted data can also give the company a more complete picture of its customers’ lives at home, enabling the delivery of better and smarter lifestyle solutions.

Orchestrated Intelligence With LG AI Brain

CEO Cho went on to explain the integral role played by the LG AI Brain, a powerful processing engine driven by LG’s large language model. Leveraging the company’s vast repository of user data, the AI Brain forecasts customers’ needs based on user-product interactions and contextual learning, performs advanced reasoning processes and generates optimal solutions through orchestrating the actions of physical devices.

Ultimately, this allows the company to provide intelligent services and experiences for the various spaces in customers’ lives, all delivered in a more intelligent and efficient manner, showcasing the attentiveness embedded in LG’s concept of Affectionate Intelligence.

Commitment to Responsible Intelligence

LG is acutely aware of its responsibility to employ AI in an ethical manner and is dedicated to being accountable for the impacts and consequences of its decisions and actions. The company aims to develop AI systems that benefit all users, promote safe behavior and ensure the security of all collected personal data.

Highlighting this commitment is the company’s robust data security system, LG Shield, designed to protect personal data and information at every stage of the process, from collection and storage to utilization. Dedicated to realizing Responsible Intelligence, LG aims to surpass required industry benchmarks for the implementation of AI.

In his concluding remarks at LG World Premiere, CEO Cho emphasized that LG’s approach to AI is firmly rooted in the belief that customers should have full control. He also added, “Life’s Good. This is our solid and uncompromising promise that motivates us to create a better life for our customers, even in the age of AI.”

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At the event, CEO Cho was joined on stage by Jung Ki-hyun, vice president and head of LG’s Platform Business Center, and Eun Seok-hyun, president of LG Vehicle component Solutions (VS) Company, who introduced AI-based innovative technologies and strategies.

Starting with the home, vice president Jung presented a blueprint for LG’s AI-based smart home. In line with the vision to transform into a smart life solution company, the company is incorporating LG’s unique ‘Affectionate Intelligence’ technology into the ThinQ platform. Mr. Jung not only unveiled innovative new services, such as ‘ChatThinQ,’ a generative AI chatbot that enables natural conversations with customers, and ‘3D Home View,’ a 3D visualization of the home for integrated control of spaces in an intuitive way, but also revealed plans to launch a new smart home hub.

And, in mobility, the company shared its vision for cars as a ‘living space on wheels’ powered by software-defined vehicle (SDV) solutions. In line with this vision, Eun Seok-hyun, president of LG VS Company, introduced LG AlphaWare, the company’s suite of software solutions for SDV. LG AlphaWare includes versatile software modules to enhance existing vehicle operating systems and to assist in building new platforms; operation solutions to help software developers throughout the SW development process from design to deployment; in-cabin entertainment solutions that enable high definition content viewing and high quality sound; and human-machine interface solutions that utilize AR/MR and AI technologies to provide an immersive in-vehicle experience.

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Virtusa Corporation, a global provider of digital strategy, digital engineering, and information technology (IT) services and solutions, announced a multi-year global Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS). As part of this collaboration, Virtusa has established an artificial intelligence (AI) and data lab, The Generative AI & Data Lab. This venture aims to expedite customers’ data migration to the cloud and facilitate the modernization of their IT services by integrating AI, machine learning (ML), and Generative AI technologies.

As part of the SCA, Virtusa opened four Generative AI Labs (Virtual, New York, London, and Singapore), with New York piloting both life sciences research use cases for a Fortune 50 company as well as quality control for Verint Systems. Together, we are accelerating their data and AI modernization and utilizing Bedrock to accelerate and automate research and quality control.

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The Generative AI & Data Lab provides a variety of offerings, including expediting customers’ initial data and AI/ML launches to AWS and providing a customized approach to scale their competencies and processes for the future on AWS. AWS and Virtusa’s multi-disciplinary experts offer a holistic approach to AI, ML, and cloud-based data. They guide customers through various stages, which include formulating business strategies, creating migration and ML operational roadmaps, optimizing cloud migration, and establishing a modernized platform for continuous data and ML operations. The experts also guide customers through business rationalization and organizational change management and help them overcome technical readiness concerns by providing training and management of data and ML operations. This support, combined with an AI/ML Managed Services Offering, simplifies and speeds up our customers’ AI/ML and Gen AI usage.

“Our SCA with AWS marks a pivotal moment in Virtusa’s commitment to delivering cutting-edge solutions for data migration and IT modernization,” said Ram Meenakshisundaram, Chief Technology Officer, Virtusa. “The Virtusa Generative AI & Data Lab solidifies our dedication to driving efficient business modernization to create value for customers. We are setting the stage for accelerated and effective transformation through our combined expertise and AWS’s generative AI, AI/ML, and data services.”

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Combining Virtusa’s end to end data and AI/ML modernization capabilities with the power of AWS will help customers to leverage key AWS services like Amazon Glue, Amazon CloudFormation, Amazon Identity and Access Management (IAM), Amazon SageMaker, Amazon Bedrock, and Amazon CodeWhisperer to accelerate business modernization. Custom cloud data solutions cover migration, modernization, global cloud strategy, operations, ML modernization, and managed services, targeting a reduction from 36 to 18 months for a swift and efficient transformation. Virtusa and AWS will empower their clients to unlock the transformative power of data, which can fuel innovation and elevate end-customer experience with AWS-specific solutions and Virtusa accelerators. The offerings include the development of a customized approach to scale customer operations on AWS through managed and outsourced services.

[To share your insights with us, please write to sghosh@martechseries.com]

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IPFone Unveils The ChatGPT-Enabled ‘IPFoneMate’ for Enhanced Webex Interactions

IPFone a pioneer in cloud communication services, is excited to announce the launch of “IPFoneMate,” the first Webex bot fully integrated with OpenAI’s ChatGPT. This groundbreaking tool leverages OpenAI’s ChatGPT technology, tailor-made to support organizations of various sizes in managing essential customer support, troubleshooting, and training tasks. IPFoneMate sets a new benchmark in customer service quality and significantly improves the customer experience.

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The OpenAI/ChatGPT bot is specifically customized for each business or industry, drawing on the company’s own resources such as learning centers, manuals, presentations, sales collateral, and other relevant documentation.

Key Applications:

• Customer Support: Equipped to deliver prompt and accurate responses to customer queries, the bot ensures high-quality and efficient customer service.
• Advanced Troubleshooting: IPFoneMate adeptly identifies and addresses common issues, providing detailed guidance and support.
• Employee Training: The bot offers comprehensive training on the latest products and services tailored to specific industries or companies.

“Integrating AI-driven solutions like ChatGPT with Webex can provide businesses with a significant competitive advantage. This integration enhances communication and support for customers and clients, particularly by offering instantaneous responses to inquiries, thereby significantly enhancing the customer experience,” stated Damian Chmielewski, CEO of IPFone.

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The introduction of IPFoneMate is a testament to IPFone’s ongoing commitment to innovation in cloud communications. This includes services such as UCaaS, Webex, Contact Center, Internet, SD-WAN, and more. With over 25 years of industry experience, IPFone continues to lead in offering advanced solutions to meet contemporary business challenges.

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 [To share your insights with us, please write to sghosh@martechseries.com] 

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Paving the way for seamless integration and growth in the auto parts industry

Infosys a global leader in next-generation digital services and consulting announced a 5-year collaboration with LKQ Europe, one of the leading distributors of automotive aftermarket parts for cars, commercial vans, and industrial vehicles in Europe. Following multiple strategic acquisitions, LKQ has envisioned a corporate program that entails harmonizing business processes, improving product availability, and enabling faster delivery to end customers. Under this collaboration, Infosys will assist to integrate and standardize disparate business processes and systems, to enable synergies and achieve economies of scale.

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Infosys was chosen as a strategic partner to lead LKQ Europe’s IT related business transformation owing to its strong credentials in ERP deployment, and commitment to a long-term collaboration. LKQ Europe will leverage Infosys’ industry expertise in automotive and distribution solutions and implement systems with robust capabilities to drive sustainable productivity and to support their long-term business objectives.

Varun Laroyia, Chief Executive Officer, LKQ Europe, said, “At LKQ, we are constantly enhancing our market leading position. This project is an extension of our original program and focused on building a more streamlined and impactful organization. With Infosys as our strategic partner, we are aiming to reduce complexities, increase efficiency and leverage our strengths. This will allow us to upgrade our focus on customer-centricity, ensure best in class customer experiences and further excel our top position.”

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Jasmeet Singh, EVP & Global Head of Manufacturing, Infosys, said, “We are thrilled to collaborate with LKQ Europe and enable them in their transformative journey. Our expertise in harmonizing and digitizing complex processes and transforming customer experience aligns perfectly with LKQ Europe’s goals. We are committed to delivering innovative solutions that will streamline LKQ Europe’s operations, support their growth, and ensure LKQ Europe’s continued success in the automotive aftermarket industry.”

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Zesty’s compelling, customer-centric value proposition, supported by its trusted cloud optimization technology and immense cost-savings earned the company 4.9 out of 5 stars for customer satisfaction

Zesty, a pioneer of automated cloud cost optimization, announced a nearly perfect CSAT (Customer Satisfaction Score), earning 4.9 out of 5 stars as 2023 concludes. These results are consistent with anecdotal reports of Zesty’s customer experience providing accurate, and effective interactions that deliver fast resolutions to queries.

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The CSAT questionnaire included questions addressing both the quality of customer care “How would you rate your most recent support interaction?”, and the expediency of issue resolution “How satisfied are you with the resolution of your issue(s)?”. Customer feedback for both domains reflected near-perfect scores.

Zesty’s customer success practices were developed to reflect its dedication to delivering real, long-term value to customers not only through its technology offerings but also by building meaningful value for its customers.

“At Zesty, our primary objective has always been to streamline cloud cost optimization by enhancing customer experience,” said Ben Larboni, Zesty’s Director of Customer Success. “We’re proud that Zesty’s CSAT score reflects that we’ve achieved that goal, especially now as cloud spend continues to skyrocket. Mature FinOps practices are no longer a nice-to-have but are essential for companies that are serious about getting their cloud budget in check. We’re thrilled to be a staple on that journey for our customers.”

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Zesty’s solutions automate cloud resource allocation to meet real-time business needs, alleviating DevOps teams of manual cloud resource management and assisting FinOps teams by reducing the costs of developing and running applications in the cloud. Zesty’s technology reduces cloud storage costs by up to 70% and EC2 costs by up to 50%.

Requiring minimal installation effort, Zesty’s solutions harness AI machine learning to automate cloud resource allocation to match ever-changing business needs, protecting performance and stability while cutting costs. Zesty’s solutions employ a success-based payment model, where customers only pay in direct correlation to the value received, cutting financial commitments and substantially minimizing risk.

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We are delighted to announce a strategic partnership that is set to transform the way brands connect with global consumers. Salsify, a leading Product Experience Management (PXM) platform, is partnering with Mamenta, a pioneer in empowering brands to expand their global marketplace presence.

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“We are excited to partner with Mamenta to offer our joint clients a comprehensive solution for optimizing speed to market and sales performance across their truly impressive network of global marketplaces,” said Joe Gaudreau, VP Corporate Development

Salsify, a leading player in the PXM industry, offers a dedicated platform and solution to tackle the challenges of the intricate digital retail landscape. In today’s fast-paced technological world, the company assists retailers, manufacturers, and distributors in improving efficiency, driving sales, and leading the digital shelf with its PXM platform. Salsify’s objective is to streamline the visibility and distribution of content across key digital platforms, ultimately helping to capture a larger market share and generate more revenue.

Mamenta offers a cloud-based Global Trade Platform that simplifies the complexities of online marketplaces. Trusted by renowned brands like Harman International, Nestle, NordVPN, and many others, Mamenta enables brands to navigate over 600+ online marketplaces in 70+ countries effortlessly. Their unified solution covers Catalog, Inventory, Orders, Price, Shipping, and Messaging across diverse marketplaces.

Through this integration, Salsify PXM can serve as the central source of product truth for Mamenta customers, ensuring that they are able to deliver the most accurate, complete, and optimized product experiences across Mamenta’s global network of online marketplaces. Through this partnership, brands can effortlessly navigate the complexities of multiple marketplaces, increase their reach, and provide customers with enriched product experiences.

Highlights of Mamenta and Salsify’s partnership:

• Streamlined Marketplace Integration: Brands can seamlessly integrate their product content and data with over 600 online marketplaces, ensuring a consistent and engaging customer experience.
• Efficient Catalog Management: Mamenta’s robust catalog management capabilities, combined with Salsify’s PXM platform, will enable brands to efficiently manage and optimize product catalogs.
• Enhanced Product Data: The partnership ensures that accurate and up-to-date product information is readily available to customers worldwide, boosting sales and customer satisfaction.
• Global Expansion: Brands will have the tools to confidently expand domestically and into new international markets, backed by Mamenta’s global presence and Salsify’s product experience expertise.

Read : AI And Cloud- The Perfect Match

“We are excited to partner with Mamenta to offer our joint clients a comprehensive solution for optimizing speed to market and sales performance across their truly impressive network of global marketplaces,” said Joe Gaudreau, VP Corporate Development at Salsify. “This collaboration aligns perfectly with our commitment to helping brands deliver exceptional product experiences across the global digital shelf.”

“We believe that combining Salsify’s PXM platform with Mamenta’s Global Trade Platform is a game-changer for brands seeking to drive revenue through global channels,” said Chad Epling, CEO at Mamenta Inc. “Together, we are simplifying the complexities of global marketplace management and enabling brands to thrive in an increasingly interconnected world.”

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Talkdesk expands on commitment to solve industry-specific CX challenges; seamlessly connects disparate resources on and off campus to improve engagement across students, staff, and alumni 

• Higher education institutions facing distinct industry challenges now have a way to bring cohesion to diverse stakeholder-oriented teams and provide more meaningful, seamless customer experience (CX) in support of donations, student satisfaction, and other priority goals.

• Talkdesk Education Smart Service™ is the tenth Talkdesk packaged solution tailored to an industry vertical, in addition to industry-specific cloud contact center products pre-integrated with core industry systems, pre-designed with custom workflows and automation, and pre-trained with artificial intelligence (AI) for industry expertise.

• Innovation, scalability, and flexibility were key factors in Tippie College of Business at the University of Iowa selecting the Talkdesk AI-powered contact center.

Talkdesk,a global AI-powered contact center leader for enterprises of all sizes, announced a new industry-specific packaged solution, Talkdesk Education Smart Service. It brings cohesion to disparate stakeholder-oriented teams at colleges and universities, and ensures students, staff, donors, and other stakeholders receive consistent, personalized, and inclusive customer service in all interactions.

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“I believe the strength of the Talkdesk platform lies not only in its intentional design for innovation, scalability, and flexibility, but also in the Talkdesk team’s genuine attentiveness to customer needs. They consistently listen, come up with new solutions, and unlock value in ways we may not have originally expected.”

Colleges and universities have experienced declining enrollments, high inflation, and labor shortages of late. Against this strained backdrop, and through the company’s work with multiple higher education establishments, Talkdesk recognized the need for an industry solution that would tackle the industry’s unique customer experience (CX) challenges. Talkdesk Education Smart Service marks Talkdesk’s tenth vertical-specific packaged solution and reinforces the company’s commitment to optimally meeting its customers’ CX needs.

Departments on and off campus, including admission and student services, auxiliary services, fundraising, healthcare, and help desks, have wide-ranging functions and service delivery requirements. As such, they often operate disconnected from one another with disparate processes, data repositories, and systems, resulting in an inconsistent, inconvenient experience for students, staff, and others. Talkdesk Education Smart Service equips departments with the tools, including artificial intelligence (AI) and generative AI (GenAI), they need to deliver fast and excellent service, while also integrating with CRMs, academic schedulers, and other systems of record (SORs). This approach speeds time to response and resolution and ensures a consistent, seamless customer service delivery, whether the engagement is with a high-stakes donor or is a simple student housing inquiry.

Key feature capabilities of Talkdesk Education Smart Service impact higher education establishments, agents, and stakeholders (students, donors, staff, etc.) in multiple meaningful ways, including:

• Scales Service Operations to Meet Seasonal Needs: Talkdesk Workforce Management™ uses AI and automation to predict contact center volumes and schedules staff during peak admission and enrollment periods. Seasonal agents can be ramped-up quickly by support from a personalized AI advisor in the form of Talkdesk Agent Assist.

• Streamlines Admissions Customer Service: Students get efficient and personalized support when they connect with a human agent to resolve questions about applications and financial aid. Talkdesk Agent Assist surfaces key information and generates real-time responses and scripted guidance pulled from trusted data across an institution’s knowledge base and entire set of business systems.

• Improves Student and Parent Satisfaction: AI-powered Talkdesk Virtual Agent gives students an easy, fast self-service option for retrieving information about campus amenities and other frequently discussed topics, as well as autonomously resolving transactional tasks like healthcare appointments and IT requests. Talkdesk Automated Notifications provides families with proactive, transparent updates about academic programs and campus life.

• Increases Donations: Leveraging outbound contact center capabilities, including predictive dialing and integrations with advanced CRMs, allows establishments to boost call volume and effectiveness for strong connections with alumni and increased donations for development initiatives.
• Supports Faculty and Staff: Facilitates easy access to human resources information and self-service for IT requests with integrations to service desk systems and facility/department directories.
• Adopting AI Responsibly: Organizations can comply with tenets of the U.S. Federal Executive Order on AI Safety around preventing fraud, deception and discrimination. Talkdesk AI Trainer includes a complete suite of tools that enables contact center administrators and staff to keep an eye on AI behavior and establish protective guardrails—all with a no-code simple interface.

In addition to a portfolio of ten vertical-tailored contact center solutions, Talkdesk also offers industry-specific cloud contact center products pre-integrated with core industry systems, pre-designed with custom workflows and automation, and pre-trained with AI for industry expertise: Financial Services Experience Cloud, Healthcare Experience Cloud, and Retail Experience Cloud.

Read : AI And Cloud- The Perfect Match

Supporting Quotes

Tiago Paiva, founder and chief executive officer, Talkdesk, commented: “Higher education institutions are operating in a complex environment of declining enrollment numbers and other factors. As universities and colleges adapt, a modern cloud contact center solution that maximizes AI for scale and meets colleges and universities’ unique customer service requirements will be critical to their success. With Talkdesk Education Smart Service, seamless CX can quickly become a reality as well as a real contributor to increasing donations, student satisfaction and establishment reputation, plus tightening operational spend.”

Charles Keene, associate dean, Tippie College of Business at the University of Iowa, stated: “I believe the strength of the Talkdesk platform lies not only in its intentional design for innovation, scalability, and flexibility, but also in the Talkdesk team’s genuine attentiveness to customer needs. They consistently listen, come up with new solutions, and unlock value in ways we may not have originally expected.”

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