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...
Latest News More News
- By Alex Gaw October 19, 2021
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...Read More
- By Keith Kirkpatrick October 19, 2021
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...Read More
- By Alex Gaw October 18, 2021
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...Read More
- By Keith Kirkpatrick October 18, 2021
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...Read More
Consumer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee ExperienceRead More
Software Platforms, Applications, and Services: Global Market Analysis and ForecastsRead More
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.Read More
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...Read More
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...Read More