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Declining Retail Sales Should Not Mean Abandoning CX Efforts

Rising inflation and supply chain issues appear to have hit two major retailers hard this earnings season, with two bellwethers missing Wall Street’s earnings forecasts, plunging each company’s stock price downward on May 18. Target reported a…

Microsoft Viva Goals Module Highlights a Roundup of New EX Products

New product launches in the employee experience (EX) segment focus on some of the friction points in an employee’s journey – performance management and goal setting, communication, training, and career growth. Microsoft deepens the Viva…

M&A News: Concentrix, Disqo, AskNicely, All for One Group, and OpenWeb

In this latest M&A roundup, among the acquisitions that published financial details of their transactions were two that fetched hundred-million-dollar prices. The buyout by Concentrix of ServiceSource was the larger deal, passing the $130…

Creating a Boutique Experience to Improve CX

Luxury goods and services traditionally have been differentiated from their mass-market cousins via enhanced marketing, purchasing, and service experiences that are designed to align with the brand’s prestige and positioning. Many of these…

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Customer feedback data

Taming Customer Feedback Data into Insights and Action

There is no shortage of technology solution providers in the customer insights and feedback space, ranging from those who offer end-to-end solutions to those who focus in on just one or two areas of the insights and feedback chain. One of the areas…

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Vocal tones in customer experience

The Impact of Vocal Tones on Persuasiveness

The results of a study published in February 2022 in the Journal of Consumer Research found that persuasiveness is often driven by vocal tones that denote focus, low stress, and stable emotions. While the research centered on the vocal tones in…

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CX customer wins and case studies

Customer Wins: HappyOrNot, Emplifi, Avtex Solutions, Satisfyd, and 3CLogic

This new roundup of customer wins includes two automotive-related success stories from overseas: the collaboration between Finnish terminals manufacturer HappyOrNot with Lexus Manila in the Philippines, and the partnership of Ohio software firm…

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Alchemer funding

Alchemer Boosted by Significant KKR Investment

Alchemer announced an investment from KKR via KKR Ascendant, a new strategy within KKR’s Americas Private Equity platform that focuses on investing in middle market businesses. While financial terms of the deal were not disclosed, it is a…

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Qualtrics employee experience products

Qualtrics Introduces Employee Experience ID and Employee Journey Analytics

Qualtrics, the provider of a cloud-based subscription software platform for experience management, announced two recent additions to a core experience module aimed at helping companies better understand the full employee journey, with the twin…

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Oracle customer experience

Oracle Adds Customer Data Platform Functionality to Oracle Service

Oracle recently announced an update to Oracle Service with new functionality that embeds data from Oracle Unity Customer Data Platform (CDP). The two CX apps are components of Oracle Fusion Cloud CX, and together they leverage artificial…

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Latest Research More Research

Omnichannel Customer Engagement

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software

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CX for Contact Centers

Case Studies, Market Drivers and Barriers, and Market Sizing and Forecasts Focused on the Adoption of CX Platforms and Applications in Contact Centers

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CX Market Ecosystem

150 Key Players and Industry Participants Providing Offerings in Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Insights & Feedback, and Employee Experience

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CX in the Travel & Hospitality Industry

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Employee Experience, and Customer Insights & Feedback: Market Analysis and Forecasts

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Events & Webinars more events

Webinar A Dash Network Editorial Webinar

CX After COVID-19

An On-Demand Webinar
  • Keith Kirkpatrick
  • Clint Wheelock
Webinar In Partnership with Topio Networks

State of the CX Market

An On-Demand Webinar
  • Keith Kirkpatrick
  • Clint Wheelock

Dash Press Releases

Omnichannel Engagement Is Becoming a Centerpiece of Customer Experience Strategy for Many Organizations

Although brands have been transforming their customer experience (CX) models over the last several years, the COVID-19 pandemic accelerated many organizations’ plans for deploying omnichannel engagement strategies, according to a new report from…

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Contact Center Customer Experience Software and Services Revenue Will Surpass $18 Billion by 2026

Today’s business-to-consumer (B2C) and business-to-business (B2B) organizations have been evolving their call centers into contact centers, which are designed to take a more active role in delivering great customer experience (CX) via an…

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Customer Experience Revenue in the Travel & Hospitality Industry Declined by 33% Between 2019 and 2021

While all industry sectors have needed to pivot and flex to address the global pandemic, few other industries have had to reinvent their processes and solutions the way the travel & hospitality market has needed to. Constantly changing…

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Personalization and Customization Are an Increasing Part of Customer Experience Strategies in Data-Rich Industries Such as Healthcare, Telecommunications, Financial Services, and Retail

Given the wide range of options for the digital and physical ordering, fulfillment, and after-service care available to both consumers and businesses, a one-size-fits-all approach to customer experience (CX) is not only outdated, but a recipe for…

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more press releases

Educational Resources

Feedback Needs to Create Action

This case study showcases how Amdocs leverages Alchemer for its global Voice of the Customer program. Benefits include increased response rate and engagement, and savings on Total Cost of Ownership. Download the case study below to learn more….

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Elevating Engagement in Healthcare During a Pandemic

This case study showcases how healthcare providers can increase communication and understanding between leaders and employees, and improve overall employee engagement with the DaysToHappy platform. Download the case study below to learn more….

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Building a ‘Personal Bank in a Digital Age’ With a 360-degree Customer View

This case study showcases how one of the Netherlands’ largest banks, ABN AMRO, utilized Tealium’s Customer Data Platform to bring its first-party customer data together so it could offer real-time, relevant engagement to clients . Download the case…

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Delivering a Personalized and Consistent Patient Call Center Experience

This case study examines how Tealium helped Providence St. Joseph Health unify known and unknown customer data sources to provide real-time patient information to call center agents. Download the case study below to learn more….

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Amdocs Customer Engagement Solution Profile

This solution profile outlines the Amdocs Customer Engagement Solution for communications service providers (CSPs) and also discusses the trends driving the adoption of a more customer-centric approach. Download the paper below to learn more….

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Customer Centric Calls for a Care-Centric Approach

This Dash Research white paper explains how a unified approach can help telco providers meet today’s CX challenges, how technology can support and augment agents to deliver excellent CX, and the key attributes and elements required in a modern CX…

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Amdocs Customer Engagement Data Sheet

This data sheet showcases advantages of Amdocs’ single and modular Customer Engagement application. Download the data sheet below to learn more. Amdocs-Customer-Engagement-data-sheet-longDownload Please Sign In to view the…

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Amdocs Customer Engagement Infographic

This Amdocs infographic showcases key statistics and findings from their ‘Give the Customer Service Agents Wings’ report. Download the infographic below to learn more. Amdocs-Customer-Engagement-eBookDownload Please Sign In to view…

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