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Businesses Are Better at Handling Customer Expectations Because of Pandemic, Journal Says

The COVID-19 pandemic compelled brands to speed up their digital transformation that led to vast improvements in brand experiences for customers, according to the publication Customer Strategist, which also covered the way industries responded to...

Report: Great Resignation Occurring Because of Employee Burnout and Disaffection

Feeling burned out and underappreciated, employees left their jobs in droves this year, with more than a quarter of dissatisfied workers quitting even without having a new job lined up, a new research report from employee experience (EX) platform...

Zoom’s Multibillion-Dollar Deal to Acquire Five9 Collapses

The $14.7 billion deal involving a bid by video conferencing company Zoom to acquire cloud contact center Five9 fell apart at the 11th hour, scuttled by Five9 shareholder concerns over the recent drop in Zoom’s stock price and the company’s...

Contactless Trends in Hospitality that Improve CX and Calm COVID-19-Weary Nerves

The hospitality industry was already working to implement more contactless technologies pre-COVID-19, but the pandemic accelerated many rollouts and pushed trials to implementations. Hotels are experimenting with limited front desk staff, virtual...

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Survey: More US Employees Feel Empowered to Discuss Well-Being Issues With Employers

A new survey shows that the number of American workers today who feel safe in disclosing to colleagues the state of their physical or mental well-being is up considerably compared to levels a year ago. That number, which translates to 78%, is...

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Strategies for Providing an Excellent CX in Real Estate

For most people, the process of searching for and completing the rental or purchase of a home or apartment is among the most stressful experiences they will endure, given the value of the transaction, and the relative complexity of the process. And...

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S&P Study: CX-Driven Firms Provide Higher Equity Yields

Digital CX-focused companies enjoy higher equity returns than their digitally delayed counterparts, according to a recent study from financial analytics and intelligence firm S&P Global Ratings and 451 Research. In evaluating the credit...

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Managing CX Amid Supply Chain Delays and Disruptions

Supply chain issues continue to dominate the news, as a series of interconnected issues are impacting the flow of goods from the point of manufacture to their intended destinations. Between worker labor shortages, raw material and parts issues, and...

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Latest Research

CX Market Forecasts

Consumer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

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CX in the Telecommunications Industry

Software Platforms, Applications, and Services: Global Market Analysis and Forecasts

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CX in the Retail Industry

Software and Services for Customer Data & Analytics, Customer Relationship, Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Employee Experience and Customer Feedback

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Events & Webinars

Webinar

CX After COVID-19

November 3, 2021 - 10:00 AM PDT
  • Keith Kirkpatrick
  • Clint Wheelock
Webinar Topio Networks

State of the CX Market

December 2, 2021 - 10:00 AM PDT
  • Keith Kirkpatrick
  • Clint Wheelock
More Events

Press Releases

  • Dash Network Launches to Bring In-Depth Market Intelligence and Insights to the Global Customer Experience Industry

  • Volition Capital Deploys Creatio to Streamline Operational and CRM Workflows with No-Code

  • CX Tech Leader, Alvaria, Inc. Announces Complete Integration of Recent Aspect and Noble Systems Acquisitions

  • New ASAPP Research Reveals Top 3 Reasons Why Contact Center Workers Have One of the Highest Turnover Rates in The Nation

  • InMoment Completes Acquisition of Lexalytics, the Leader and Pioneer of Structured and Unstructured Data Analytics

  • Optimizely Announces Opticon21: Digital Experience Leaders to Convene at Global, Virtual Event

  • New Automation and AI Innovations from Service Cloud Transform the Contact Center to a Digital HQ for Service Teams

  • Acquia to Acquire Widen, Advancing Acquia Open Digital Experience Platform

    • more press releases

    Educational Resources

    The CX Market Ecosystem

    This Dash Research Market Ecosystem Infographic provides an overarching view of the CX vendor ecosystems for both Customer Facing and Operations/Back Office, in addition to the Employee Experience ecosystem.

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    Reinvention Through M&A: Three Ireland’s Digital-led Approach to Achieve the Ultimate Seamless Omnichannel CX

    Service providers everywhere are under pressure to transform their customer experiences but tackling this in a post-M&A scenario is even more challenging. When Three Ireland acquired O2 Ireland, they recognized that rebranding on its own was...

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    Amdocs’ DigitalONE Solution for Communications Service Providers

    This white paper outlines Amdocs’ DigitalONE solution for Communications Service Providers (CSPs). It is intended to give an overview of the different elements that form DigitalONE and the approach to solving the key problems that CSPs face in...

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    The Retail Customer Journey

    This Dash Research Infographic examines the various steps in a Retail Customer Journey, from the 'Need to Purchase' to eventual 'Repeat Purchase."

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