LONDON, December 13, 2016

ResponseTek, a Customer Experience Management (CEM) software provider, announced its strategic partnership with IBM. ResponseTek is the first CEM vendor to join IBM’s Universal Behaviour Exchange (UBX), an open exchange ecosystem consisting of IBM partners that enables the sharing of customer data in real-time between certified solutions. ResponseTek’s Listening Platform is pre-integrated with UBX and allows end clients to utilise a wide range of downstream marketing-specific solutions.

With the ResponseTek and UBX integration, the two companies are providing a powerful gateway for Marketing professionals to access dynamic, real-time customer experience (CX) data that feeds directly into the IBM Marketing Cloud to drive compelling, transactional marketing campaigns. The integration automates repetitive and time-consuming data mining and validation tasks required to integrate CX data into campaign distribution lists. Clients can engage in relevant, two-way dialogue with both their detractors and promoters, and reap the benefits of improving service recovery, retention, and upsell revenue.

Syed Hasan, Chief Executive Officer at ResponseTek said, “Working with IBM UBX, ResponseTek is changing the definition of Customer Experience Management from a sole focus on customer retention into systems that drive customer acquisition and upsell as well. We believe that the large volume of real-time customer feedback data which ResponseTek collects for its clients should be used to personalise marketing campaigns powered by solutions such as those in the IBM Marketing Cloud. We are bringing the world of customer experience and marketing automation together seamlessly to drive customer loyalty, retention, and engagement.”

About ResponseTek

ResponseTek is a global leader in enterprise Customer Experience Management software connecting over 720 million customers to the brands that service them. With over sixteen years of experience in the CEM space, the company has 5 offices spanning 4 continents, programmes operating in over 60 countries and hundreds of CEM solution implementations under their belt. The company stays true to helping clients listen to their customers, learn from the feedback they collect, and ultimately act to respond to that feedback.