O’Neil Digital Solutions, a provider of customer experience and communication solutions, announced the launch of ONEsuite version 4.0. This latest release provides a self-service solution for clients to transform customer engagement by seamlessly integrating artificial intelligence (AI) capabilities, empowering businesses to create, manage and deliver unparalleled personalized communications and experiences.

Companies that master customer satisfaction and loyalty elevate their brand above rivals, securing repeat business and cultivating a robust customer base. By prioritizing superior customer interactions, organizations can harness increased customer lifetime value and revenue growth.

ONEsuite 4.0 is an all-encompassing CCM/CX platform designed to enable client self-service in an end-to-end workflow. This solution integrates advanced AI technology, unlocking the potential for businesses to deliver seamless, engaging, and deeply personalized experiences like never before.

Mark Rosson, O’Neil’s Executive Vice President of Sales and Marketing, explains, “ONEsuite 4.0 empowers customers to have complete control of their entire customer communication process, including data management, AI-driven data analytics, journey orchestration, document creation, multi-channel delivery, and comprehensive reporting”. Mark notes, “The infusion of AI augments these capabilities, empowering businesses to anticipate customer needs, automate processes, and provide personalized content that drives higher engagement and satisfaction”.

O’Neil Digital Solutions’ integration of AI technology into the ONEsuite platform marks a pivotal moment in the evolution of customer communication management. By embedding practical AI use cases into their platform, the company empowers businesses to deliver exceptional, efficient, and tailored customer experiences that meet the demands of the digital era.

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BigCommerce, an Open SaaS ecommerce platform for fast-growing and established B2C and B2B brands, announced Diamonds Direct, one of the largest luxury jewelry companies in the United States, has launched on the BigCommerce platform.

Taking advantage of BigCommerce’s headless and composable commerce capabilities, the site now delivers faster speeds and exceptional front-end capabilities, empowering Diamonds Direct to deliver unparalleled shopping experiences, driving customer loyalty and increased sales.

“Revitalizing our platform required us to transform our online business, focusing on functionality to deliver an elevated customer experience, while simultaneously prioritizing stability, scalability and security,” said Rachel Scholan, Vice President of Digital Strategy at Diamonds Direct. “BigCommerce and Experro enabled us to boost our online presence and exceed expectations with personalized customer journeys, heightened engagement and full flexibility on both ends.”

Diamonds Direct’s legacy platform was hindered by several limitations, including a lack of headless capabilities, content management and self-service tools, which required developer assistance for even minor updates. Additionally, the previous platform’s insufficient search and product merchandising capabilities coupled with disconnected technology stacks and siloed data, resulted in poor site performance, limited omnichannel capabilities and, ultimately, a sub-par customer experience.

Key features of the new site include a jewelry builder to provide personalized shopping experiences, as well as a product sync engine that ensures seamless synchronization of thousands of unique SKUs in near real-time fashion. The engine is specifically designed to handle the complexities of multiple vendors supplying diamonds to various retailers, ensuring that each diamond is accurately reflected in the inventory. Rapidops and 1Center integrated multiple internal systems including their PoS to automate many operational processes.

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Braze, the comprehensive customer engagement platform that powers interactions between consumers and the brands they love, announced that it’s now available in AWS Marketplace, a digital catalog with thousands of software listings from independent software vendors that make it easy to find, test, buy, and deploy software that runs on Amazon Web Services (AWS). 

Today’s consumers increasingly expect relevant, timely, and personalized brand experiences across channels. To meet this growing demand, it’s essential that brands have easy access to a powerful customer engagement platform to seamlessly create multi-channel experiences that exceed customer expectations, building strong loyalty and retention that drive business outcomes. In fact, brands that leverage cross-channel customer engagement strategies across in-product messaging, like in-app/browser messaging, and out-of-product messaging, like email or push, can boost 90-day retention rates by 55% and help brands achieve an average 3.2X uplift in purchases per user.

Braze believes a brand’s most valuable asset is its customer relationships. Companies use Braze to power customer-centric interactions in a meaningful and valuable way. The Braze platform empowers brands to listen to their customers better, understand them more deeply and act on that understanding in a way that is human and personal. Using Braze, brands ingest and process customer data in real time, orchestrate and optimize contextually relevant, cross-channel marketing campaigns, and continuously evolve their customer engagement strategies.

“Together with AWS, we continue to help companies power compelling and innovative customer engagement strategies and experiences at scale to seamlessly deliver loyalty, advocacy, and ongoing business value,” said Matt McRoberts, SVP of Global Alliances of Braze. “This expanded availability of Braze will allow our shared customers to better leverage AWS cloud investments and the convenience of AWS Marketplace.”

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Recognizing the need for rational, concrete AI use-cases, the BlastX AI Innovation Center is helping clients cut through the hype and hysteria about AI, providing self-assessment tools linked to clear, step-by-step roadmaps for operationalizing AI.

“New innovations like AI alter the way brands work to enhance and improve customer experiences,” said Brian McIntosh, BlastX’s Chief Consulting Officer, “but those efforts still have to align with the brand’s goals and identity. The BlastX AI Innovation Center is such a powerful venture because it pairs technologists’ rapidly evolving understanding of AI’s capabilities with our consultants’ familiarity with digital CX challenges gained over decades. In other words, we know what AI can do, and we know where it’s needed most.”

According to McIntosh, the Center will lay out “best practices for seamlessly and responsibly wedding human experience with artificial intelligence and machine learning to design, develop, engage, and optimize customer experiences at scale.” While the ultimate goal of the Center is to issue best practices that apply across industries, the insights used to determine those best practices come directly from client experiences. 

For example, AI was recently used to augment outreach for the Recreational Boating and Fishing Foundation (RBFF), a national organization that was struggling to connect its website visitors to the information and licensing forms they needed. RBFF partnered with BlastX Consulting to create a targeted AI program to address these digital disjunctions. The program they implemented ultimately increased website traffic, brand recognition, and recreational license conversions. RBFF Senior Manager of Digital Operations Charles Neville said, “The collaboration with BlastX Consulting helped us harness AI to attract new visitors and get them the information they needed while maintaining the highest quality standards for our content. That’s how AI should be used: as a way to target and amplify our essential messaging and services.”

The Innovation Center’s core team of internal thought leaders and external partners are also reaching out to trusted customers to inform and ground their work. Early results of these diverse collaborations include three AI-for-CX solutions brands can implement today. These solutions include:

• AI Readiness Assessment—to ensure your brand is ready to leverage the power of AI.
• AI Insights Generation—to better predict customer lifetime value potential, churn probability, and cluster mapping.
• AI Personalization—to accelerate testing and learn efforts for faster, more targeted, highly personalized interactions across the customer journey.

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Smartling, a translation company, has partnered with Akeneo, a product experience (PX) company, to automate the translation and localization of product information.

Akeneo users can send product data to Smartling and receive translated and localized content back into the Akeneo platform.

“Akeneo is committed to building and maintaining a world-class ecosystem of partners who deliver expertise, comprehensive services, and innovative technology to help our customers better collect, enrich, and manage their product information to create compelling product experiences for their end customers. Smartling is an excellent addition to our partner ecosystem enabling rapid, high-quality translations to help our customers localize and grow their businesses,” said Akeneo’s chief strategy and marketing officer, Kristin Naragon, in a statement.

“Smartling is delighted to partner with Akeneo to help our mutual customers create localized product experiences and internationalized offerings,” said Smartling CEO Bryan Murphy in a statement. “By automating the translation process with Smartling, Akeneo enables their customers to deliver global experiences their customers love at a fraction of the cost and time of traditional translation.”

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MeetKai, a conversational AI company, and the Charlotte Hornets announced the launch of the Hornets Virtual Fan Shop, the first virtual team store in the NBA. Ushering in the next era of experiential ecommerce, this newfound partnership modernizes the ways basketball fans interact with their favorite NBA team and enhances the shopping experience at the convenience of their own home.

Using MeetKai’s AI-powered digital twin technology, the Hornets Virtual Fan Shop is inspired by the brick-and-mortar Hornets Fan Shop at Spectrum Center located in Charlotte, North Carolina, enabling individuals across the country and internationally to fully immerse themselves in Hornets fandom like never before. 

Easily accessible through a user’s mobile device or web browser, fans can enter the virtual store to view and purchase a wide variety of Hornets merchandise, including jerseys, T-shirts, hats and other collectibles. Purchases through the virtual fan shop will be conveniently delivered to users’ homes by the Hornets’ ecommerce partner, Fanatics, making it even easier for fans to showcase their Hornets pride.

“At MeetKai, we are honored to power the NBA’s first immersive shopping experience, allowing fans to engage with their favorite team and shop for gear in a space designed to make them feel like they’re there in person on game day,” said James Kaplan, Co-Founder and CEO of MeetKai. “We are proud to partner with the Charlotte Hornets to provide their fans with interactive experiences that connect them closer to their team.”

As part of the virtual shopping experience, Hornets fans can turn themselves into realistic 3D avatars to roam, shop and interact with other fans in a space designed to replicate in-person game-day energy. Avatars can shop as if browsing through aisles and discover products on the racks as well as virtually try on apparel and accessories before making a purchase.

“I’m thrilled about this partnership as a former basketball player myself, I’ve always been passionate about the power of sports to bring people together and innovate, in this case, into the wonders of AI and everything it has to offer for fans worldwide. The Charlotte Hornets are industry leaders transforming the future of the NBA’s retail experience, so we’re delighted to have the opportunity to work with the team and build their presence virtually,” said MeetKai Co-Founder and Executive Chairwoman, Weili Dai. “MeetKai’s disruptive and cutting edge AI technology is enabling The Charlotte Hornets to offer fans convenience and immersive shopping like they’ve never seen before, furthering our mission of expanding access to our world leading AI technology products.”

With the introduction of this groundbreaking virtual fan store, the Charlotte Hornets continue to demonstrate their commitment to innovation and provide their loyal fanbase with unique and engaging experiences. With the help of MeetKai, fans can now experience a more personalized, new way to shop online, immersing themselves in the world of the Hornets and virtually bringing their passion for the team to life.

“As technology continues to evolve, it’s important that we meet our fans where they are, and this is a great opportunity to enhance that connection,” said Hornets Sports & Entertainment President & Vice Chairman Fred Whitfield.

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