Customer experience has long been one of those boardroom buzzwords—every company talks about it, but few manage to deliver it consistently. Servion Global Solutions thinks it has an answer. The CX and contact center solutions provider today unveiled JourneyWorCX™, a next-generation customer experience execution framework that blends AI orchestration with hands-on consulting to make CX strategies actually stick.

The pitch is clear: stop obsessing over Net Promoter Scores (NPS) and Customer Satisfaction surveys (CSAT) that arrive too late to fix anything. Instead, use AI plus human expertise to catch broken touchpoints in real time, smooth them out, and turn frustrating customer journeys into measurable wins.

From Surveys to Seamless Journeys

Most CX programs are built around metrics that show up after the fact. By the time a negative survey rolls in, the customer is already gone. Servion argues that the “journey gap” between strategy and execution is what kills CX initiatives. JourneyWorCX is designed to close that gap by focusing on proactive fixes rather than lagging indicators.

The framework is anchored in two offerings:

• Discovery + LaunchPad: A rapid diagnostic tool paired with AI-powered voice experiences. Think of it as a “CX triage team” that identifies broken processes and deploys fixes within weeks, delivering immediate improvements like shorter call handling times or higher task completion rates.

• Engage360: An ongoing optimization service that runs regular audits, monitors performance, and provides customized recommendations. The idea is to keep journeys evolving, not just fix them once.

Bryce Gibson, Servion’s CEO, put it bluntly: “NPS ratings and CSAT surveys provide insights after the customer is already lost. JourneyWorCX lets clients save a customer in real time.”

Why Now?

The timing isn’t accidental. Industries like finance, healthcare, and telecom are under pressure to modernize experiences without losing regulatory compliance or the human touch. The pandemic accelerated digital adoption, but it also magnified customer frustrations with bots that don’t resolve issues and “personalized” journeys that feel anything but personal.

Servion is betting that AI-driven orchestration, done through a human lens, can strike the balance between efficiency and empathy.

Industry Allies Line Up

The framework is already drawing support from big CX players. Genesys, NICE, Verint, Parloa, and inQuba have all voiced their alignment with Servion’s approach. That backing matters—because in the CX tech landscape, partnerships often determine whether a framework like this scales or stalls.

Amy Slater of Genesys framed it as part of a broader movement toward experience orchestration rather than one-off fixes. NICE highlighted outcomes-driven delivery, while Verint emphasized aligning AI with human engagement. Parloa and inQuba added that combining Servion’s orchestration with their analytics and emotionally intelligent agents creates a more complete CX toolkit.

The Competitive Landscape

Servion isn’t alone here. Rival CX platforms like Salesforce, Adobe Experience Cloud, and SAP Emarsys are also investing heavily in AI-driven journey orchestration. What differentiates Servion’s pitch is its consultative, outcomes-first model—less about selling a platform license, more about embedding expertise alongside technology.

That approach may appeal to enterprises wary of “buying yet another tool” without a clear path to ROI. But it also raises the stakes: if Servion positions itself as a partner, clients will expect results fast.

A Company in Transition

JourneyWorCX also represents more than just a new product launch—it’s part of Servion’s broader transformation under new leadership. The company recently refreshed its executive team and redesigned its website, signaling a push to reposition itself as a trusted CX innovation partner rather than just a solutions vendor.

Get in touch with our MarTech Experts.

TikTok trends can flare up and fizzle out in a matter of days. For brands trying to stay relevant, that’s a nightmare. Enter Trend Chef, a new AI-powered web app from digital marketing agency New Engen, designed to turn TikTok’s cultural flashpoints into brand-ready creative concepts—fast.

The tool, announced today, scans trending TikTok formats and transforms them into custom short-form content ideas aligned to a brand’s voice. Instead of marketers scrambling to figure out how to participate in the latest dance, skit, or sound, Trend Chef does the heavy lifting by blending platform-native language, creator strategy best practices, and Gen Z cultural cues.

“TikTok trends move fast, and for brands, timing is everything,” said Justin Hayashi, CEO of New Engen. “With Trend Chef, we’re giving brands and creators a way to move at the speed of culture while staying true to their voice.”

Cooking Up Culture at Scale

Trend Chef isn’t just a trend-spotting tool; it’s an execution shortcut. By surfacing brand-relevant content formats, the app helps marketers jump into viral conversations without feeling inauthentic. That matters at a time when audiences can sniff out “forced” trend participation from a mile away.

For creators, the tool offers a constant stream of fresh inspiration—helping them grow audiences and maintain cultural relevance without burning out. For brands, it provides a way to act quickly without sacrificing authenticity, potentially boosting engagement and lead generation.

A Different Flavor Than Traditional Agencies

New Engen is pitching Trend Chef as more than a novelty—it’s a statement about how marketing agencies need to evolve. While traditional agencies often deliver campaigns at quarterly or seasonal rhythms, Trend Chef embodies a “real-time” approach to culture.

It also positions New Engen in the growing creator economy, where agencies are expected to be partners in fast-moving content ecosystems, not just vendors of ad campaigns. By fusing AI with cultural intelligence, New Engen is hoping to differentiate itself in a crowded market that includes both legacy shops and creator-first startups.

The launch of Trend Chef comes as short-form video dominates digital marketing strategies. TikTok, YouTube Shorts, and Instagram Reels are now central to brand engagement, especially with younger audiences. Meanwhile, AI-driven personalization tools are pushing marketers to adapt faster, tailoring not just ad targeting but also creative execution to shifting cultural trends.

In this environment, Trend Chef’s promise—AI-fueled trend participation at the speed of TikTok—could be a competitive edge. Whether it becomes a must-have tool for creators and marketers or just another “viral trend” remains to be seen.

New Engen’s Trend Chef blends AI with cultural intelligence to help brands and creators catch trends before they disappear. For marketers struggling to keep pace with TikTok’s breakneck culture cycles, it might just be the secret ingredient they’ve been missing.

Get in touch with our MarTech Experts.

LivePerson (Nasdaq: LPSN), best known for powering enterprise-grade conversational AI, has landed on the 2025 Gartner Magic Quadrant for Conversational AI Platforms for the first time. Gartner recognized the company as a Niche Player, a designation that marks LivePerson’s debut in the highly competitive analyst report.

“In a rapidly evolving market, enterprise decision-makers rely on Gartner to help guide them toward trusted, innovative partners,” said John Sabino, CEO of LivePerson. “Being named in the Magic Quadrant reinforces that LivePerson is among the key players shaping this important category.”

Why This Matters

Gartner’s Magic Quadrant is one of the most closely watched reports in enterprise tech. Vendors are evaluated on two axes: Ability to Execute and Completeness of Vision. Being included—even as a Niche Player—signals to enterprise buyers that LivePerson has met strict criteria around platform capabilities, scalability, and innovation.

For LivePerson, which has long positioned itself as a trusted provider of conversational AI for digital-first brands, this recognition boosts credibility at a time when CIOs and CX leaders are aggressively evaluating AI solutions for contact centers, customer support, and digital commerce.

LivePerson’s Pitch: Conversations as a Growth Engine

LivePerson’s Connected Experience Platform lets enterprises manage AI-powered conversations across digital and voice channels. The company emphasizes a responsible AI approach—important for heavily regulated industries—and serves more than 1,000 enterprise brands in over 100 countries.

The platform isn’t just about reducing call volumes; LivePerson argues that well-orchestrated, AI-driven conversations can become a growth engine, improving both customer experience and digital sales.

The Bigger Picture: A Crowded AI Race

The Conversational AI market is crowded with players ranging from cloud hyperscalers to niche startups. Leaders like Microsoft, Google, and OpenAI partners tend to dominate the “Leaders” quadrant, while specialist vendors often carve out positions as “Visionaries” or “Niche Players.”

LivePerson’s inclusion shows that despite being in business for years, it continues to evolve and prove relevance in the modern AI stack. The recognition also follows a string of accolades—Fast Company recently named LivePerson the #1 Most Innovative AI Company in the world.

Get in touch with our MarTech Experts.

The Johns Hopkins Health System is upgrading its contact center operations with Talkdesk’s Healthcare Experience Cloud, part of a broader push to streamline patient communications and service delivery.

The cloud platform, powered by Talkdesk’s Customer Experience Automation (CXA), will bring AI-driven self-service, intelligent call routing, and omnichannel engagement to the health system’s contact centers. Crucially, it integrates directly with Epic, Johns Hopkins’ electronic health record (EHR) system, embedding agent tools within clinical workflows for greater efficiency. Talkdesk is part of Epic’s Workshop co-development program, which ensures alignment between the two systems.

“Talkdesk Healthcare Experience Cloud is purpose-built for healthcare and designed to help organizations improve operational efficiency and service quality,” said Tiago Paiva, CEO and founder of Talkdesk.

At the heart of the platform is the Talkdesk Data Cloud, which converts call transcripts, recordings, and case notes into actionable insights for AI agents. This allows for more automated, context-aware service, reducing costs while improving patient experience.

Talkdesk has positioned its CXA as a cross-industry automation platform, but healthcare remains a key vertical. With Johns Hopkins on board, the company is underscoring its role in bringing AI-driven, scalable automation to one of the most demanding service environments.

Get in touch with our MarTech Experts.

Rich Communication Services (RCS) has long been pitched as the heir to SMS, and Sinch just made a decisive move to bring it mainstream in the U.S. The Swedish cloud communications provider announced that its RCS for Business platform is now live across all major Tier-1 U.S. mobile operators—a milestone that could reshape how brands interact with their customers.

For businesses, this means verified, conversational, media-rich messaging that goes well beyond plain text. Think promotions with tappable buttons, branded notifications, and interactive experiences that blur the line between chat and commerce. And with Black Friday and Cyber Monday looming, Sinch is positioning RCS as the weapon of choice for retailers vying for consumer attention in an oversaturated inbox economy.

From SMS to RCS: Why It Matters

While SMS remains ubiquitous, it’s a blunt instrument compared to RCS. The latter supports high-res images, carousels, suggested replies, and verified sender IDs—a safer and more engaging environment for consumers weary of phishing scams. With Apple now warming up to RCS, adoption in the U.S. is accelerating, with Sinch reporting up to 75% coverage across its customer base.

That timing is crucial. According to Sinch’s own State of Customer Communications report, 87% of enterprise leaders are already familiar with RCS and 76% of consumers expect brands to engage across multiple channels during high-stakes shopping events. In other words, SMS-only strategies are looking increasingly outdated.

Brands Already on Board

Sinch isn’t just promising potential; it’s delivering at scale. The company cites U.S. deployments where RCS is already driving measurable impact:

• A global delivery firm uses branded notifications to build trust.

• A gig-economy leader boosts engagement with driver communities.

• A financial services provider enhances secure interactions.

• Enfamil uses RCS to connect with new parents through personalized, interactive campaigns.

Brian Truss, Director of Consumer Engagement at Enfamil’s parent company Mead Johnson Nutrition, put it bluntly: “Our ability to use RCS to create personalized, rich, interactive messaging has dramatically improved our engagement with parents.”

Sinch’s Edge

What sets Sinch apart is scale and reliability. The company processes over 900 billion customer engagements annually and counts eight of the 10 largest U.S. tech companies as clients. It has also been recognized as a Leader in Gartner’s 2025 CPaaS Magic Quadrant for the third consecutive year—a nod to its ability to navigate tricky carrier relationships and regulatory hurdles.

With the Americas driving more than 60% of Sinch’s revenue, RCS isn’t just another product launch—it’s a bet on the future of mobile customer engagement. If consumer adoption continues at pace, RCS could become the default for business messaging in the U.S., pushing SMS closer to retirement age.

For now, the big test will come during the retail calendar’s busiest days. If RCS campaigns can cut through the Black Friday noise with higher click-throughs and conversions, Sinch may prove that the next era of business messaging has officially arrived.

Get in touch with our MarTech Experts.

Apollo Silver Corp. is turning to an old-school marketing weapon—direct mail—paired with digital outreach in a $1.62 million campaign designed to raise its profile among investors.

The Canadian silver exploration company (TSX.V: APGO) has signed Nashville-based Creative Direct Marketing Group (CDMG) to lead the push. CDMG, best known for its hybrid mix of digital and physical advertising, will roll out the campaign from September through November 2025.

The deal, approved under TSX Venture Exchange rules, isn’t performance-based. In plain English: CDMG gets paid regardless of the results. Apollo was quick to clarify that CDMG won’t be receiving stock or any equity stakes—just a hefty marketing check.

For junior miners like Apollo, visibility often matters as much as drill results. Raising capital depends on keeping investors engaged, and in a market flooded with AI, green energy, and crypto hype, traditional mining companies are increasingly adopting marketing playbooks from the startup world.

Apollo’s bet on CDMG signals a broader trend: resource companies are leaning on aggressive, consumer-style marketing campaigns to stand out in a crowded capital market. Direct mail, a channel often dismissed as outdated, is making a quiet comeback in investor relations—especially when paired with digital targeting.

Context and Comparisons

It’s not the first time mining outfits have looked beyond geological reports to build hype. In recent years, rivals in the gold and lithium sectors have launched similar multimillion-dollar awareness drives to capture investor attention. The difference here? Apollo is doubling down on CDMG’s hybrid approach, aiming to blend physical touchpoints with digital reach in a bid to cut through market noise.

Whether the campaign sparks serious investor interest—or just burns cash—will be closely watched. For Apollo, it’s less about short-term stock bumps and more about carving out mindshare in a competitive exploration landscape.

Get in touch with our MarTech Experts.

Pasley Commercial Interiors, a woman-owned leader in B2B interior design, is taking its expertise to the airwaves. The firm has launched a new podcast series—“Design to Help Your Business Grow”—to help companies understand how physical spaces can be a direct driver of profitability, brand cohesion, and long-term success.

The series is hosted by Randi Lynn Johnson and features insights from Robin Pasley, NCIDQ-certified designer and founder of Pasley Commercial Interiors. The podcast explores how workspace design communicates brand values in under seven seconds, shaping both client perception and employee engagement.

A video version, launched on January 15, 2025, adds interviews with industry professionals to expand on the audio and transcription formats already available. The episodes highlight how strategic space planning can fuel growth without disrupting daily operations—going far beyond aesthetics like carpet and art.

“Your space is always talking,” said Pasley. “If you haven’t paid attention to what it’s saying, it could be telling the wrong story about your business.”

Pasley’s team uses discovery-driven design workshops to align interiors with a company’s identity and business goals. By taking a narrative-first approach, they help clients transform their offices into brand-building assets that inspire employees and leave lasting impressions on customers.

The podcast offers actionable insights, expert tips, and real-world examples, positioning itself as a resource for business leaders who want to leverage design as a competitive advantage.

Get in touch with our MarTech Experts.

CookieYes, a consent management platform trusted by more than 2 million websites, has officially landed in the Wix App Market—bringing plug-and-play privacy compliance to small businesses and enterprises alike.

The app allows Wix-powered sites to quickly set up cookie consent banners, automatically pause tracking until visitors opt in, and log user choices to meet regulatory requirements like GDPR. Beyond compliance, the integration promises to strengthen user trust at a time when privacy is a growing differentiator.

“Privacy is a fundamental right, not an optional feature,” said Anvar T., CEO of CookieYes. “Our mission has always been to make compliance simple, scalable, and accessible for every business. Extending this to the Wix ecosystem lets even more companies turn transparency into a trust advantage.”

Key features include:

• Smart banners: Automatically adapt to regional rules (GDPR, etc.) and visitor languages.

• Hands-free compliance: CookieYes updates policies in line with evolving regulations.

• Customization: Businesses can brand banners to match site design.

• Flexibility: Free tier available, with premium plans starting at $8.33/month for advanced features like detailed consent logs and higher scan limits.

Omer Zilberman, Wix’s Head of Business Development, called the partnership “a way to deliver transparent, legally compliant sites without technical headaches.”

CookieYes joins the Wix App Market globally with both free and paid options, giving businesses a streamlined path to privacy-first digital experiences.

Get in touch with our MarTech Experts.