Two years ago, Emplifi came on the scene as a new CX brand with decades of experience in marketing, commerce, and care. We announced a bold vision for providing businesses with the ability to engage the modern consumer in a content-rich, attention-poor world. Since that first step, we’ve been building our unified customer engagement platform and empowering businesses to reach and grow communities through digital-always, social-first strategies.
As we celebrate our second Empliversary this month, it seems fitting to look back on what we’ve accomplished together with our customers, partners, and team members. Whether you measure success by how many new brands use our platform (and how much they use it), the innovative capabilities we’ve introduced, or the positive results our diverse global customers are seeing — we’ve moved the needle in measurable ways. Our second Empliversary celebrates people, our platform, and the progress of our customers.
Let’s take a closer look at some of the highlights along our journey to date.
Building on the appointment of Todd McCaslin as Chief Technology Officer last year to guide the development of our unified customer engagement platform, we’ve continued to bring on great minds into our leadership team, including:
Chief Revenue Officer Ken Smith to draw on his experience executing go-to-market programs to deliver long-term value to our customers.
Chief Information Security Officer Brent Lassi to ensure Emplifi supports global policies, protocols, and regulations relating to our customer’s data and privacy.
Each of these additions to our team has made a significant contribution in a short period of time, with a very ambitious outlook ahead.
Building our engagement platform
Innovation for our customers is the top priority for our leadership team, and I’m proud to say we’ve consistently introduced major industry-first innovations across our Social Marketing Cloud, Commerce Cloud, and Service Cloud — all of which are supported by common architecture making up the Emplifi Customer Engagement Platform.
We are the first to market with Emplifi AI Composer™ and Emplifi Unified Analytics — ahead of nearly hundreds of other SaaS social media vendors in our categories — with industry recognition and awards that also show how much value they can provide our customers.
With the recent acquisition of Pixlee TurnTo, we’ve also rolled out groundbreaking user-generated content creation, management, and publishing tools that support authentic ratings and reviews across our Emplifi community. These exciting new capabilities put end customers at the center of brand storytelling.
Live video shopping has come a long way, too: We recently integrated JRNI’s Enterprise Appointment Scheduling capabilities with Emplifi Live Advisor to enhance chat, call, and video support — on top of several other innovative features we’ve released in recent months. The seamless, personalized shopping experience online truly is here!
Customer wins around the world
Whether you look at apparel, cosmetics, publishing, or even the public sector, businesses are growing by connecting with the modern consumer across digital- and social-first channels.
Customers are making major strides in their digital and social maturity. Take Currys, for example. This omnichannel tech retailer leveraged live video to connect customers with its own product experts and boosted CTA engagement well above Emplifi’s benchmark (497%) with a customer satisfaction score of 4.7 out of 5.
Then we have a traditional publisher, Penguin Random House, that optimized social media performance and gained insights to drive informed decision-making for a 6% growth in their community and a 59% increase in engagement with posts, using automated publishing workflows. And in the UK, bed retailer Bensons for Beds improved its average order value online by 20% and now has a customer satisfaction score of 4.7 out of 5 using one-to-one live video shopping.
A couple of my favorite customer stories come from success with our user-generated content tools. Sur La Table raised its average star rating from 4.1 to 4.5, achieved a 400% increase in photo submissions, and reports that 90% of customer questions now receive an answer from the company. And Canadian luxury goods and apparel retailer The Bay has collected more than two million syndicated reviews with Emplifi, achieving a 19% increase in the volume of reviews and 332 brands syndicating reviews.
To me, these results punctuate just how much Emplifi is committed to our people and evolving our platform to help our customers provide connected, empathetic experiences for the modern consumer. I’m excited that the broader industry has repeatedly validated our approach in our goal to help our customers better understand and meet the needs of the modern consumer.
I look forward to continuing the journey together!