Meet Zarnaz Arlia, Chief Marketing Officer at Unified Customer Experience Platform: Emplifi

Emplifi is a unified customer experience platform, spanning social media marketing, social commerce and customer care touch points along the customer journey.

We provide brands with the insights they need to serve customers in an empathetic and authentic way across digital platforms, amplifying positive brand experiences and reducing pressure on customer service teams. We’ve been at the forefront of this industry for over 25 years and are the platform of choice for over 7,800 brands, including Currys, Delta Air Lines, Mercedes Benz, and Dominos.
Emplifi Enters Customer Experience Market, Unifying Marketing, Commerce and  Customer Care to Smartly Address CX Through AI | Business Wire

What do you think makes this company unique?

We offer a unified solution to customer experience, rather than a siloed approach. This covers the entire customer journey happening on digital platforms – from the brand discovery phase to the purchase itself, all the way to post-purchase care.

We provide insights to power brands’ social strategy by monitoring over 28 million social media profiles, and collecting data and feedback from customers via our live-video shopping and after-care services to help inform business strategy and planning.


How has the company evolved over the last couple of years?

The most obvious evolution is our rebrand in 2021, which saw Socialbakers and Astute Solutions bring together our respective expertise in social media marketing and customer engagement to create Emplifi. We’ve continued to build an increasingly broad offering with exciting acquisitions.

This includes Go Instore, the provider of live-video shopping technology chosen by Marks and Spencers and many others. Then more recently, Pixlee TurnTo, whose customer advocacy technology allows brands to tap into influencers, identify user-generated content (UGC) from social media websites and gather highlights from positive reviews.

What can we hope to see from Emplifi in the future?

Looking forward, you can expect to see more exciting innovations that will enable businesses to do business with the modern consumer. The modern consumer is tech-savvy, leveraging digital and social platforms to research and discover products, purchase products and get most-purchase care.

In the immediate future, we’ll be integrating word-of-mouth marketing into our product offering, this includes UGC and influencer marketing. Customers are your brand’s biggest advocates and with the acquisition of Pixlee TurnTo Emplifi can now give brands the tools to tap into user generated content, amplifying positive feedback in an authentic and scalable way.