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J.D. Power and BryterCX Create Alliance to Improve Omni-Channel Customer Experience

COSTA MESA, Calif.: 18 Oct. 2018 — Expanding its industry-leading customer experience solutions, J.D. Power today announced a unique global alliance with BryterCX that combines J.D. Power Telecom’s world-leading consumer research, data analytics and customer experience advisory capabilities with BryterCX’s industry-leading customer journey analytics platform which analyzes billions of cross-channel journey interactions at the world’s largest financial services, energy, retail, healthcare and insurance companies.

The alliance brings together J.D. Power’s expertise in market-leading industry research, benchmarks, customer experience advisory services and customer experience optimization with BryterCX’s one-of-a-kind platform connecting customer data across any channel into sequential customer journeys over time. The analysis of customer, patient, employee and device journeys across channels allows organizations to determine actual customer interaction paths, known as omni-channel customer experiences. When sources of friction are identified, the best initiatives can be identified and executed to improve the customer experience.

“This alliance allows us to drill into the next level of detail across omni-channel interactions to identify moments where we can lift the customer experience,” said Bernardo Rodriguez, Chief Digital Officer at J.D. Power. “We can now provide an additional level of analysis to make the best recommendation for organizations that want to increase the ROI of their experience optimization initiatives.”

Large and medium-sized global companies can potentially reap billions of dollars in cost savings and revenue growth by better understanding the journey that customers take while engaging with a retailer or service provider.

“Our daily consumer experiences can be translated into journeys, and this alliance ensures that journeys of the future will deliver the best experience for all types of human interactions,” said Marco Pacelli, Chief Executive Officer at BryterCX. “Our joint go-to-market solution enables J.D. Power customers to leverage a proven market-leading platform, analytics and expertise to provide an exceptional customer experience.”

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