Articles from Emplifi

Emplifi, the leading unified customer engagement solution, today released findings from its report: "Marketing Across Generations: How Gen Z, Millennials, Gen X, and Baby Boomers Engage with Brands Differently." The report offers valuable insights into consumer behavior and generational preferences associated with brand engagement and social commerce trends. According to the report, more than half of Gen Z (53%) and Millennials (56%) have made a purchase via a social media platform in the past three months.

Emplifi, the leading unified customer engagement solution, today released “The Social Pulse: State of Consumer-Brand Engagement on Social Media in 2025”, a new report offering valuable insights into consumer behavior on social media and the evolving expectations for brand engagement. According to the report, 70% of consumers say they will abandon a brand after just two negative experiences, while nearly a quarter will stop purchasing from a brand after only one bad experience. The report makes evident that B2C brands are under extreme pressure to deliver exceptional customer experiences from the very start of the consumer-brand relationship if they want to nurture long-term customer relationships.

Emplifi, a leader in customer engagement solutions, today launched Emplifi Fuel, an out-of-the-box customer engagement solution that revolutionizes how brands organize, plan, and execute marketing campaigns and customer care strategies. Powered by public voice-of-customer (VoC) data, brand specific content, and generative AI, the platform provides industry-specific social media marketing, commerce and care solutions. Emplifi customers who were given early access to the solution report they were able to increase social media commerce sales by 50% and boost consumer care workflow efficiencies that resulted in 39% time savings.

Emplifi, a leading customer engagement platform, today announced the winners of its inaugural Emplifi Excellence Awards, an awards program that recognizes top performers within the customer engagement space. The Emplifi Excellence Awards include seven award categories, with nominations open to brands, agencies, and individuals who excel in customer engagement, innovation, and operational excellence using Emplifi’s solutions. Winners were selected by a panel of judges comprised of Emplifi executives and industry experts.

Emplifi, a leading customer engagement platform, today announced a series of significant achievements in 2024, reflecting significant growth in its global customer base and platform adoption. The company also reported a 20% quarter-over-quarter growth in monthly active users (MAU) for Q4 2024, showcasing strong adoption rates among marketing and customer care teams leveraging Emplifi’s innovative solutions.

Emplifi, a leading customer engagement platform, has released new findings that highlight the transformative impact artificial intelligence (AI) is having on content creation, with users reporting time savings of up to 50%. This significant reduction in time spent on content creation offers substantial benefits for creators across various industries, allowing them to focus on more strategic tasks.

Emplifi, a leading customer engagement platform, announced today that it has been named a Leader in The Forrester Wave™: Social Suites, Q4 2024 report. As brands increasingly seek integrated solutions to optimize social media marketing, social suites—platforms that combine capabilities like content planning, publishing, social listening, and customer interaction—offer increased efficiency and productivity for organizations that focus on improved customer experiences. The report highlights the growing role of social suite platforms in helping brands strengthen their social media strategies and overall digital presence.

Emplifi, a leading customer engagement platform, today released “How UGC Drives Revenue and Boosts Engagement in Social Commerce” report, sharing findings from a 12-month study of user-generated content (UGC) published across Instagram, TikTok, YouTube, X, and Twitch by B2C brands spread across 49 different industries. According to the report, Emplifi’s data shows that UGC is a critical component of a brand’s social media strategy, delivering a 63% year-over-year growth in revenue and contributing more than $8 billion annually to social commerce revenue.

Emplifi, a leading customer engagement platform, announced that TrustRadius has awarded its Social Media Marketing Platform the 2025 Buyer’s Choice Award.

Emplifi, a leading customer engagement platform, has released critical insights into social media advertising and customer care trends to help brands optimize their strategies ahead of the Black Friday/Cyber Monday shopping season.

Emplifi, the leading customer engagement platform, today released its “2024 State of Influencer Marketing Report,” revealing key trends to help brands optimize their influencer marketing partnerships. A recent report from EMARKETER underscores the critical role influencers play in a brand’s ecommerce outcomes, with influencer and creator content driving nearly 49.5% of social shoppers to make a purchase. According to Emplifi’s data, there’s a definitive correlation between an influencer’s audience size and the amount of sponsored content they post, as well as the type of content they share.

Emplifi, a top customer engagement platform, announced that Emplifi clients consistently outperform other content across social media platforms, achieving 1.5x more interactions on average. For retail brands specifically, the impact is even more pronounced, with 2x more average interactions compared to other brands.

Emplifi, a leading customer engagement platform, today released data that compares TikTok video ad performance against Facebook and Instagram Reels ads. From Q1 2023 through Q2 2024, Emplifi's data shows TikTok video ads earned 15-times more impressions than Facebook and Instagram Reels ads. Although TikTok drives higher impression rates, Facebook and Instagram Reels deliver lower cost-per-clicks (CPCs) and higher CTRs than TikTok.

Emplifi, a leading customer engagement platform, today announced MarTech Breakthrough named it the “Best Customer Experience Management Platform”. The award is part of the 7th annual MarTech Breakthrough Awards Program which recognizes the top companies, technologies and products in the global marketing, sales, and advertising technology industry.

Emplifi, a leading customer engagement platform, today announced it has been recognized in ‘The 2024 CRM Top 100’ list of vendors by Destination CRM, a property of CRM Media and division of Information Today, Inc. According to the publication, the list of 100 leading providers is based on the “hottest trends and technologies in the three pillars of CRM—customer service, marketing, and sales” with a special emphasis on the CRM platforms that have made generative AI, and other AI technologies, an integral part of their solution.

Emplifi, a leading customer engagement platform, today announced it is the 2024 recipient of Atlassian’s ‘Work Differently, Together’ award. Based on the concept that embracing diversity of thought and challenging the old ways of working is the new competitive edge, the award recognizes organizations that have a unique work management story centered on successful collaborative processes, effective use of Atlassian’s Team Playbook tactics, or meaningful communications with business stakeholders.

Emplifi, a leading customer engagement platform, today announced the appointment of Jennifer Brooks as Chief Revenue Officer. As CRO, Brooks will oversee Emplifi’s revenue operations and lead the global sales team. She will focus on building a sales team structured for high-growth initiatives that prioritize customer-centric tactics while working cross-functionally to design and implement innovative go-to-market (GTM) strategies.

Emplifi, a leading unified customer engagement platform, today announced it is named one of the Champions for the enterprise category of Info-Tech Research Group’s Social Media Management Emotional Footprint 2024 Report, based on SoftwareReviews data. SoftwareReviews, a division of the global research and advisory firm, is a source of insights for the enterprise software market, helping purchasers make better decisions by leveraging the experiences of real users. Selecting software can be overwhelming, and one of the biggest challenges facing organizations is understanding the marketplace and identifying all available vendors and products.

Emplifi, a leading customer engagement platform, today released social media performance data for global airline brands, analyzing sentiment and response rates across Facebook, Instagram and X between January 1 through May 31 in 2020, 2021, 2022, 2023 and 2024.

Emplifi, a leading customer engagement platform, today announced its findings after analyzing financial influencer activity on Instagram and YouTube during a 12-month time period between April 2023 and April 2024. According to Emplifi’s data, financial influencers—or “finfluencers”—on Instagram and YouTube saw double the median growth in followers during the past year compared to all other influencers on the platforms.

Emplifi, a leading customer engagement platform, today announced that TrustRadius has recognized Emplifi Social Marketing and Emplifi Social Commerce with nine 2024 Top Rated Awards. TrustRadius is a respected customer voice and insights platform that helps tech buyers make informed decisions. Since 2016, the TrustRadius Top Rated Awards have become the B2B industry’s standard for unbiased recognition of excellent technology products, helping highlight products with excellent customer satisfaction ratings. Based entirely on customer feedback, they are not influenced by analyst opinion or status as a TrustRadius customer.

Emplifi, a leading customer engagement platform provider, today announced the appointment of Susan Ganeshan as its Chief Marketing Officer. Ganeshan will lead Emplifi’s marketing and growth initiatives while working cross-functionally within the organization to help global brands deliver a seamless experience throughout the customer journey. She will be actively involved with Emplifi’s clients to support their CX efforts ensuring they drive brand growth through mature social media marketing, social commerce, and customer care capabilities.

Emplifi, a leading customer engagement platform, today announced ten new AI-powered solutions designed to help social media marketing and customer care teams increase efficiencies across their departments while creating more productive workflows. The AI-powered activations include updates to Emplifi’s AI Composer, initially launched in 2023, and the Emplifi Bot—a frequently used customer care tool that streamlines customer communications and accelerates response times for common customer inquiries.

Emplifi, a leading customer engagement platform, today announced the release of its 2024 Social Media Benchmarks report. After analyzing both organic and paid ad activity for the thousands of global brands that have implemented its Social Marketing Cloud platform, Emplifi is sharing deep insights from their findings to help social media marketers and advertisers align their social media strategies with current performance trends for Instagram, Facebook, TikTok, and X (formerly Twitter).

Emplifi, a leading customer engagement platform, today announced it has significantly improved guest recovery workflows across social channels and integrated Google Reviews for Dine Brands Global, Inc. (NYSE: DIN), the parent company of Applebee’s Neighborhood Grill + Bar®, IHOP®, and Fuzzy’s Taco Shop® restaurants. After managing messages from guests directly in the Facebook app – without the ability to respond, monitor, or measure guest interactions from a single dashboard – Dine Brands’ Guest Relations team required more streamlined and integrated guest recovery capabilities.

Emplifi, a leading customer engagement platform, today announced Ohad Hecht as its new CEO. Hecht takes over the top leadership position during a pivotal time for Emplifi as the company transitions from “build-mode” into an accelerated growth phase. As CEO, Hecht will be focused on three primary pillars: cultivating a winning culture that fosters performance, respect, innovation, teamwork, and passion; embracing a customer-centric strategy that places customers at the core of every decision; and, continuing to build a best-in-class, innovative customer engagement solution that is easy-to-use while delivering a quick time to value.

Emplifi, a leading customer engagement platform, today announced that Forrester has recognized Emplifi as a notable vendor, in its overview of 11 vendors, in “The Social Suite Landscape, Q4 2023” report. Shifts in the media landscape make social suites – platforms that combine multiple social tech capabilities into a single unified offering, such as social content planning and publishing, social listening, and customer response – critical to efficiently manage all social media marketing efforts in one place. The report acknowledges the growing business case for social suite solutions and that brands continue to invest more time and budget on social media to drive sales.

Emplifi, a leading customer engagement platform, today released video performance data for branded Instagram Reels, Facebook Reels and videos, and TikTok content, offering advertisers valuable insights as they develop social media marketing strategies for the year ahead. After analyzing 2023 video performance for thousands of brand-owned social media accounts using the Emplifi Social Marketing Cloud, Emplifi discovered Instagram Reels are generating massive results for advertisers, outperforming all other types of video content, including branded TikTok videos and Facebook video content.

Emplifi, a leading unified customer engagement platform, today announced that its Social Marketing Cloud has earned recognition across all three categories at the 2023 TrustRadius ‘Best Of’ Awards.

Emplifi, a leading customer engagement platform, today announced its top social media predictions for 2024. These predictions point to substantially greater alignment between marketing and customer experience teams and are based on social media campaign insights from thousands of global brands that leverage the Emplifi Social Marketing Cloud. As brands build out their 2024 goals, marketers and CX teams will expand their social commerce efforts, explore new ways to leverage their social channels, messaging apps, and chatbot technology, diversify their mix of social video content, and increase investments in social intelligence tools.

Emplifi, a leading unified customer engagement platform, announced its Fall ‘23 product innovations for the holiday season and in advance of brands assessing commerce technology for the upcoming year. Enhancements include influencer marketing power workflows, advancements in user generated content, and ratings and reviews for social proof that enable brands to connect with, convert, and care for the modern consumer across digital and social channels.

Emplifi, a leading customer engagement platform, today announced the Emplifi Service Cloud has made a significant impact on pet food supplier Freshpet’s customer care initiatives, improving outcomes and driving a more streamlined CX strategy. After implementing Emplifi Service Cloud, Freshpet’s consumer care team was able to reduce customer call volumes by nearly 40%, decrease wait times to speak with a live agent by 29%, and deliver a 97% match-rate for inquiries answered by Emplifi’s AI-powered chatbot technology.

Emplifi, the leading customer engagement platform, today announced enhancements to its Social Commerce Cloud, giving brands the power to create more shoppable content across the brand’s social media channels. By bringing together user generated content (UGC), ratings and reviews, influencer marketing content, and live video commerce Emplifi’s Social Commerce Cloud bridges the gap between a brand’s social media marketing and ecommerce teams to drive increased online conversions and revenue gains, and move the needle just in time for the 2023 holiday season.

Emplifi, a leading unified customer engagement platform, today announced that it is the winner of the “Influencer Marketing Innovation Award” in the 6th annual MarTech Breakthrough Awards program conducted by MarTech Breakthrough, a leading market intelligence organization that recognizes the top companies, technologies, and products in the global marketing, sales and advertising technology industry today.

Emplifi, the leading customer engagement platform, today announced the launch of Unified Analytics, an integrated solution that aggregates, analyzes, and presents customer data in an easily digestible format. As an integral component of Emplifi’s Customer Engagement platform, Unified Analytics provides deep business insights that can vastly improve the customer experience by bringing together social media data, customer service and care case management data, Voice of Customer (VoC) insights, and influencer marketing analytics. The data resides in one central repository complete with intuitive visualization tools and advanced reporting to empower businesses with the most comprehensive view of brand and customer performance that can be utilized across business units and departments.

Emplifi, a leading customer engagement platform, today released its “Unleashing the Power of Video: Key Trends Driving Social Media Engagement” report, offering marketers deep insights on Q2 2023 social media behavior and trends. One of the most significant findings from the report is the success of Instagram Reels compared to other short-form video content. According to Emplifi’s data, Instagram Reels outperform all other content types on the social app, generating 55% more interactions than single-image posts on Instagram and 29% more interactions than standard video posts.

Emplifi, a leading unified customer engagement platform, today announced its Summer ‘23 highlights. The solution delivers advanced automation, expanded generative AI support, commerce innovation, integrated social customer care and other capabilities to enable brands to connect with, convert and care for the modern consumer across digital and social channels.

Emplifi, a leading unified customer engagement platform, today announced that TMC, a global, integrated media company, has named Emplifi CX Cloud and Emplifi AI Composer as the 2023 Contact Center Technology Award winners, presented by CUSTOMER Magazine.

Emplifi, a leading unified customer engagement platform, today announced that its Emplifi AI Composer solution has been selected as the winner of the “Best Text Generative AI Solution” award in the sixth annual AI Breakthrough Awards program conducted by AI Breakthrough, a leading market intelligence organization that recognizes the top companies, technologies, and products in the global Artificial Intelligence (AI) market today.

SKUx, an innovative payments technology and consumer engagement platform, today announced a partnership with Emplifi to make easy-to-use, instantaneous digital payments, such as product refunds and rewards, a significant new capability on the Emplifi Service Cloud customer engagement platform.

Emplifi, the leading unified customer engagement platform, today announced that Bensons for Beds, a British bed retailer; specializing in beds, mattresses, and bedroom furniture is using Emplifi Live Advisor to deliver live shopping and support to customers on demand.

JRNI, the leading provider of enterprise customer engagement solutions for scheduling appointments, events, and queuing, today announced a strategic partnership with Emplifi, the customer engagement platform with industry-leading retail capabilities across social marketing, commerce, and customer care.

Emplifi, a leading unified customer engagement platform, today announced the launch of the Emplifi Partner Program, building upon Emplifi's wide range of marketing, commerce, and care solutions. The Empilfi Partner Program provides customers access to a broader range of software products and services, customized solutions, improved customer support, cost savings, and continuous innovation through Emplifi and its partners.

Emplifi, a leading customer engagement platform, today released “The 2023 State of Influencer Marketing Report,” a comprehensive look at business-critical influencer marketing trends for 2023. The study includes influencer marketing performance analytics across social platforms, a detailed analysis of Instagram’s influencer landscape with supporting data, and findings from a survey polling popular influencers across industries.

Emplifi, a leading unified customer engagement platform, today announced its Spring ‘23 release, a summary of product features delivered over the last three months, including innovative enhancements and workflow improvements to empower organizations to reach the modern consumer across digital-and-social-first channels. Emplifi is continuously releasing new features and functionalities within its customer engagement platform, this release highlights a selection of innovative functionalities delivered across its Social Marketing, Commerce and Service clouds.

Emplifi, the leading unified customer engagement platform, today released "Meeting the Demands of the Modern Customer: A Deep Dive Into The Importance of Social Influence," a new study in collaboration with Harris Interactive offering insights into the power of ratings and reviews on purchasing behaviors. The findings cover a wide scope of areas from time spent researching products to preferences for user-generated content (UGC) which all map to the rising demand for brand authenticity. After surveying more than 2,000 U.S. and UK consumers, Emplifi’s findings demonstrate how important it is for brands to have a solid customer review strategy to improve customer loyalty and enhance the overall shopping experience.

Emplifi, the leading unified customer experience platform, today released its Q4 2022 Social Media Benchmark report, providing in-depth data from thousands of global brands on user engagement, post reach, and customer care across Instagram, Facebook, TikTok and Twitter. The analysis offers insights to help marketers reach the modern consumer, optimizing social media marketing and customer support strategies.

Emplifi, the leading unified customer experience (CX) platform, today announced an integration with the visual messaging app, Snapchat. This initiative will allow customers using Emplifi’s Social Marketing Cloud the opportunity to measure and manage their organic Snapchat content on the platform, without leaving the Social Marketing Cloud.

Emplifi, the leading unified customer experience (CX) platform, today announced the launch of Emplifi™ AI Composer, a solution that generates ready-to-publish social media copy that helps brands increase efficiencies across their social platforms. The new capability is integrated within Emplifi Social Marketing Cloud and supports the OpenAI GPT-3 framework.

Emplifi, a leading unified customer experience platform, today released a commissioned study conducted by Forrester Consulting on behalf of Emplifi, uncovering insights from 154 North American CMOs, marketing VPs, and directors responsible for CX, marketing strategy, paid media, or social media marketing.

Emplifi, the leading unified customer experience (CX) platform, announced today its 2022 Influencer Trend Report in collaboration with Pixlee TurnTo, offering key insights on the influencer-brand relationship. Based on a Creator Network influencer survey, the report highlights a number of key influencer marketing trends, including the social platforms where influencers are most active, influencer posting frequencies, preferred payment terms, and more.

Emplifi, a leading unified customer experience platform, today released its predictions for the top retail trends in 2023. According to Emplifi, omni-channel approaches, user generated content (UGC) and live video will be integral to online retail success next year. Because consumers currently have unlimited options when buying online, and customer expectations are at an all-time high, retail brands will need to meet consumers where they are and provide a customer experience that exceeds customer expectations to outperform the competition. The combination of an omni-channel approach, UGC and live video addresses the primary challenges retail brands will face in the coming year.

Emplifi, the leading unified customer experience platform, today revealed its quarterly social media trends and findings of global brands.

Emplifi, the leading unified customer experience platform, today announced two executive appointments, with Ken Smith joining as Chief Revenue Officer and Vijayanta Gupta as Chief Growth Officer, reporting directly to Emplifi CEO Mark Zablan.

Emplifi, a leading unified customer experience platform, today announced the acquisition of Pixlee TurnTo, a US-based industry-leading provider of user-generated content (UGC), ratings and reviews, and influencer marketing solutions. Pixlee TurnTo’s innovative, customer-powered solutions give brands the tools they need to market to, sell to, and care for consumers authentically, cost-effectively and at scale. Emplifi will incorporate Pixlee TurnTo’s capabilities across its social marketing, live commerce and customer care workflows as part of its unified CX Cloud platform.

Emplifi, the leading unified customer experience (CX) platform, today announced the release of three innovative Live Commerce features: Calls from Social, Live Care, and Augmented Reality with rich media screen sharing. This collection of commerce features will further enhance the online shopping experience for customers at every stage of the buyer's journey, whether customers are researching before a purchase, looking to interact with a product via Augmented Reality, or seeking customer care post-purchase.

Emplifi, the leading unified customer experience platform, today announced that Currys plc, the well-known electrical retailer in the UK, is using Emplifi Live Advisor to deliver live customer care on demand. Through Emplifi’s leading Live Advisor solution, which came through the acquisition of Go Instore in September 2021, Currys customers can connect to product experts not only for live demos and consultations, but also for post-purchase care.

Emplifi, the leading customer experience platform, today released social data highlighting a significant rise in growth and activity for finance influencers on Instagram and YouTube between January and August, 2022. According to Emplifi’s social insights, finance influencers published more than five times as many videos on YouTube and gained nearly double the number of subscribers compared to other influencers on the platform. Finance influencers on Instagram experienced similar growth, gaining more followers than all other influencers and publishing more than double the number of posts as other influencers.

Emplifi, the leading customer experience platform, today announced the speaker lineup for this year’s Emplifi Summit virtual event, which is taking place on October 5, 2022, with online sessions starting at 9:00 a.m. EDT. Speakers include a wide array of marketing experts and CX thought leaders from the world’s most recognizable brands, including the NFL, Virgin Media, and TikTok. Emplifi CEO Mark Zablan will kick off the event with an opening keynote on how the customer journey of the future is taking shape now – and what brands can do to prepare.

Emplifi, the leading customer experience platform, today released their latest performance insights for Instagram Reels, quantifying the impact and growth of the TikTok-like video format. An in-depth analysis of data based on thousands of global brands revealed that Reels have become the most engaging post type on Instagram.

Emplifi, a leading customer experience (CX) platform and member of Oracle PartnerNetwork (OPN), today announced that its Social Commerce Cloud now integrates with Oracle Commerce and is available on the Oracle Cloud Marketplace. Emplifi’s new integration with Oracle Commerce helps B2B and B2C brands achieve increased revenue across increasingly popular social media shops while leveraging an existing Ecommerce ecosystem to increase return on investment.

Emplifi, the leading unified customer experience (CX) platform, today announced that has received the “Best Customer Experience Management Company” award in the fifth annual MarTech Breakthrough Awards program conducted by MarTech Breakthrough, a leading market intelligence organization that recognizes the top companies, technologies and products in the global marketing, sales and advertising technology industry today.

Emplifi, the leading unified customer experience platform, revealed the findings of its Q2 2022 analysis of social media spend across thousands of brands worldwide.

Today, the Business Intelligence Group named Emplifi ShopStream Product of the Year in the 2022 Sales and Marketing Technology Awards program, also known as The Sammys. The Sammys honor organizations and products helping to solve the challenges organizations have connecting and collaborating with prospects and customers.

Emplifi, the leading unified customer experience (CX) platform, today announced that Kapten & Son, a leading lifestyle accessory brand based in Germany, and Paris Saint-Germain (PSG), a professional football (soccer) club in Paris, France, are using Emplifi’s Social Marketing Cloud to expand their brand reach to an ever growing community of creative and energized followers on TikTok. As part of the TikTok Marketing Partner Program, Emplifi is among an inaugural group of content marketing partners making it easier for marketers to scale their content on TikTok.

Emplifi, the leading unified customer experience platform, released “7 Key Consumer Expectations Impacting Social Media Success Today,” a report outlining generational insights into how different groups engage with brands, specifically in regards to social shopping and CX. Surveying more than 1,000 respondents from the U.S., the report explores what consumers expect from their social media experiences and brand interactions, and also how social media marketers can adapt their strategies to better meet these expectations.

Emplifi, the leading unified customer experience platform, today released a benchmark analysis of how industries use social media for customer care. Amid a highly anticipated summer travel boom, the results show a striking disparity of how airlines have performed when customers post questions and complaints on social media. On one hand, the airline industry is second only to telecom when it comes to providing social media responses. Yet, a whopping 76% of airline customer questions went unanswered on Twitter from January 1, 2022 to April 28, 2022.

Emplifi, the leading unified customer experience (CX) platform, today announced an integration with the all-new TikTok Content Marketing specialty, which is part of the TikTok Marketing Partner Program. Emplifi is part of an inaugural group of content marketing partners that will make it easier for marketers to scale their content on TikTok. This initiative will allow customers using Emplifi’s Social Marketing Cloud the opportunity to expand their brand reach to an ever growing community of creative and energized followers on one of the world’s most popular video apps, without leaving the Social Marketing Cloud.

Emplifi, the leading unified customer experience (CX) platform, today announced that it has partnered with Pleasure-Way Industries Ltd, the Canadian recreational vehicle (RV) Manufacturer, to provide an immersive shopping experience designed to drive sales. Thanks to Emplifi’s innovative live commerce solution, which came through the September 2021 acquisition of Go Instore, Pleasure-Way customers can tour vehicles via livestream video and even connect with product experts, all from the comfort of their own home via the Pleasure-Way Go Live Showroom.

Emplifi, the leading unified customer experience (CX) platform, today revealed the findings of its Q1 2022 analysis of social media spend across thousands of brands worldwide.

Emplifi, the leading unified customer (CX) experience platform, announced today that Orbit Baby has selected its ShopStream solution to provide its customers with an immersive online shopping experience. Through Emplifi’s leading live commerce solution, which came through the acquisition of Go Instore in September 2021, Orbit Baby customers will be able to connect to product experts for live demos and consultations.

Emplifi, the leading unified customer experience (CX) platform, today announced the launch of Emplifi ShopStream by Go Instore, a one-to-many live shopping experience that helps brands reach unlimited audiences through interactive live video streaming. The release comes quickly after Emplifi’s acquisition of Go Instore and its innovative live video streaming portfolio in September 2021. Emplifi’s expansion into live commerce builds on its strategy to help brands provide outstanding experiences across marketing, commerce and care touch points. With ShopStream, retail and direct-to-consumer brands can now enjoy connecting and converting consumers from browsing to buying through the power of both one-to-one and one-to-many livestream video.

Emplifi, the leading unified customer experience platform, is enabling brands to provide the next level of customer care on social media and messaging apps, with the launch of Emplifi Social Care. Part of the Emplifi Unified CX Platform, Emplifi Social Care empowers teams outside of the service center to help support the volume of customer requests that come in across social media channels. Now, marketing, brand and product teams can respond to customer cases using a powerful combination of chatbot technology and intuitive case management tools, elevating social customer care while boosting performance.

Emplifi, the leading unified customer experience platform, today released “11 key things consumers expect from their brand experiences today,” a new report offering deep insights into customer expectations for B2C brand experiences. The report looks at everything from expected customer service response times and preferred communication channels to just how integral CX is to brand loyalty. Surveying more than 2,000 consumers from the U.S. and the UK, Emplifi found that 86 percent of consumers will leave a brand they were once loyal to after only two to three bad customer service experiences. Sixty-three percent of the survey participants confirmed they would leave a brand because of poor customer experience, and 49 percent admitted they had left a company they were loyal to in the past 12 months for that reason.

Emplifi, the leading unified customer experience platform, today released the results of its comprehensive analysis of Q4 2021 social media data, offering key insights into paid and organic user engagement and post interaction on Instagram and Facebook, and social media customer care.