Emplifi Enters Customer Experience Market with AI

Emplifi to provide enterprise brands with a unified CX platform that addresses critical customer experience gaps

Today the combined company of Astute Solutions and Socialbakers announced its new brand name, Emplifi. The launch of Emplifi, an Audax backed Customer Experience (CX) platform, brings together over 20 years of experience, global operations, and a customer base of 7,000 top global brands, to give organizations the tools they need to connect social media marketing, customer care, and social commerce to address critical customer experience gaps.

“Our brand ‘Emplifi’ reflects our mission to help our customers better empathize with their customers and amplify their brand experiences – wherever they might be,” says Mark Zablan, CEO, Emplifi. “Customer expectations are shifting fast and brands need to be able to respond quickly with powerful, empathetic experiences. As customers turn to more social and digital means to connect, communicate and transact, Emplifi is well positioned to help brands succeed today and scale for new channels tomorrow.”

Emplifi was born out of the need to better connect brands and their customers. With constant shifts in consumer behaviors and rising customer expectations across channels, brands need a unified approach to customer experience management. Consumers now prefer instant convenience and speed as evidenced by surge in interest in social shopping, social care, and digital self-service. Social commerce in particular has exploded — 30% of consumers report they would make an online purchase via a social network and eMarketer is predicting social commerce revenue will reach $36.09 billion by the end of this year.

“Customer experience is the key to successfully competing in the modern digital market. One of the key outcomes from 2020 was that it exposed the real lack of digital transformation for so many companies when it comes to the customer experience,” said Alan Webber, VP for Customer Experience Solutions at IDC. “The brands that will be successful and thrive in the next-normal will be the organizations that are able to implement next generation customer experience technologies and tools that allow them to connect and engage through differentiated experiences with their customers in ways that build trust, loyalty, and long-term engagement.”

“At Delta we are committed to keeping customer experience front and center, both for our internal and for our external customers,” said Angela Gammill, General Manager of IFS Technology & Innovation, Delta Air Lines. “Astute’s customer engagement platform has been integral in enabling us to offer more comprehensive, real-time support to our flight attendants and that’s why we are excited to continue this partnership, leveraging Emplifi’s unified CX solution to help us achieve the operational excellence we strive for across all customer touchpoints. Empowering our 20K flight attendants with this support connects them to the enterprise, wherever they are around the globe.”

As a unified CX platform, Emplifi enters the market with an impressive customer base made up of brands such as McDonalds, Delta Air Lines and Ford Motor Company.

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