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Future-proof customer experience with industry-leading tools

OvationCXM, formerly known as Boomtown, was established in 2014 by co-founder and CEO, Alfred "Chip" Kahn IV. An accomplished entrepreneur, Kahn is known for his deep knowledge and expertise in technology and customer experience management (CXM). After seeing numerous organizations struggle to meet customer expectations, Kahn created CXMEngine, a CXM platform designed to guide and fix customer experiences in real time. Today, CXMEngine and its parent company OvationCXM serve Square, Nuvei, KeyBank, Maverick Payments, Vivid Payments, Mainstream Merchant Services, Alviere and other leading brands, company representatives stated. As businesses strive to enhance their customers' experience, OvationCXM provides tools and technology designed to ensure customers feel seen, heard, valued and appreciated, Kahn noted, citing the following five core principles that drive OvationCXM's culture and success:

  • Customer-first culture: OvationCXM is devoted to its partners and the end-user customers they serve.
  • Leadership: The company embraces a culture of taking charge, where its employees can take risks and push the envelope whether in design, innovation or execution.
  • Teamwork: OvationCXM believes in "one team, one fight" by celebrating collaboration.
  • Excellence: The company encourages teams to go above and beyond to deliver fast results and exceed expectations.
  • Authenticity: Ovation CXM focuses on simple, transparent communication, putting humans first and business second, to make it easy to connect with people and understand one another.

In-the-moment experience management

Led by Kahn, OvationCXM and its CXMEngine platform are rapidly expanding, with a staff of over 130 working across the organization. As customer experience becomes a rallying cry for enterprises, OvationCXM has seen growing demand for CXMEngine in the past year, the company stated, which inspired its rebranding from Boomtown to OvationCXM in 2022. The company noted its new name and image reflect its laser focus on customer experience management.

OvationCXM mentioned that its partners support millions of businesses, several tier-one banks and top enterprises that span retail, SaaS, financial services and payment processing, and healthcare industries. The company further cited its ability to solve customer service issues in the moment; its no-code platform that gets new clients live in under 90 days; and its real-time, single-access workplace view across an enterprise as competitive differentiators.

Celebrate customer success

OvationCXM's flagship product, CXMEngine, is designed to guide and fix customer experiences in the moment so companies can celebrate customer success and derive financial benefits, the company stated, noting that by unlocking customer data visibility and enabling cross-channel communication, the platform helps enterprises deliver exceptional customer experiences.

CXMEngine prides itself on combining the aggregation of internal and third-party systems, customer journey design and automation tools, knowledge delivery, and multi-channel communications into one seamless platform. By utilizing AI, CXMEngine instantly delivers contextually accurate to customers and agents at time of need, the company stated, adding that the service is backed by 24/7 remote support, field services and journey mapping every day of the year.

Drive merchant retention

"Many organizations have a gap between their heavy iron system of record and the dynamic interactions required to serve clients well," Kahn said. "CXMEngine allows ISOs, MLSs, and enterprises to gain a 360-degree view of interactions anywhere they occur in the ecosystem — even outside the organization — and to customize and manage them seamlessly." Kahn went on to say that ISOs, merchant level salespeople and businesses of all sizes can use the CXMEngine to help merchants improve operating costs, customer satisfaction and retention, and revenue.

In the ever-changing world of customer expectations, OvationCXM continues to innovate to help businesses stay a step ahead, while prioritizing customer-centricity, he added. He also invited clients and partners to look for new features and enhancements to the platform in the coming months. "OvationCXM gives companies industry-leading tools to future-proof their CX," he said. "We constantly enhance our platform to help clients and partners elevate customer experiences, drive revenue and respond to market and competitive pressures quickly." end of article

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ISO/MLS contact:

Guiseppi Marzelli
Co-Founder and Director of Sales

Company Profile originally appeared in
The Green Sheet Issue 230201

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