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Gaps in CX program implementations

CallMiner Report: Firms Are Unable to Spur Stronger CX for Various Reasons

Companies do not collect all the data they need in order to drive positive CX, and the limited data collection is holding back organizations from effectively analyzing data to uncover insights and intelligence that result in meaningful action,...

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CX customer wins and case studies

New Customer Wins for LivePerson, Vonage, Qualtrics, SugarCRM, and Tata CS

LivePerson and its AI Platform to Improve CX Journey at Capitec Bank LivePerson, the provider of a conversational artificial intelligence (AI) platform, is in a strategic partnership to transform the CX of Capitec Bank, South Africa’s biggest...

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People Paradox study

The CX World Grapples with a ‘People Paradox’ Issue

A new report by MIT Technology Review Insights points to a grim irony currently at work in the way CX employees are treated by business concerns in the post-pandemic era. A so-called “people paradox” is discernible when it comes to CX staff,...

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CX research studies and surveys

New CX Research from FMI, Braze, Heap, Yotpo, and SMG

FMI: Inflation is Worrisome for US Food Industry Food retailers and suppliers both agree that the current inflationary economic climate is not favorable to the food industry, states a new report from Food Marketplace Inc. (FMI), the trade...

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CX customer wins and case studies

Customer Wins for Pegasystems, MeBeBot, Algonomy, DigitalWell, Centrical, TTEC Digital

Pegasystems Deploys Financial Services Software at First Federal Credit Union Pegasystems, the provider of a low-code software platform headquartered in Cambridge, Massachusetts, is reporting success in the deployment of its artificial...

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Customer experience mergers and funding news

Algolia Acquires Search.io, Enghouse Buys VoicePort; Stratifyd, OneSignal Raise Funds

Algolia Acquires Search.io, Combining Keyword and Vector Search Algolia, the provider of a hybrid search engine combining keyword and vector search, is acquiring Search.io, whose flagship product, Neuralsearch, is a vector search engine...

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Department of Homeland Security customer experience

Department of Homeland Security Launches Hiring Initiative to Transform CX

The U.S. Department of Homeland Security (DHS) has launched a new hiring initiative to transform its CX and improve service delivery. The largest CX hiring initiative of its kind by any federal agency, the new program aims to hire hundreds of...

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Uncertainty in the workplace

Uncertainty Confronts the Workplace; Employees and HR Feel Pressure

As economic headwinds swirl through markets and industries, uncertainty hangs over the workplace today with employees continuing to quit while companies freeze hiring and rescind job offers, according to a new report from performance management...

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Customer experience surveys and research

New Research from Accenture-NASCA, Replicant, Newgen, Centrical, and Mitto

Accenture-NASCA: State Chief Administrators Can Help Improve Government Customer Service Citizens wish for new and improved digital services from their governments, and the chief administrators in each state are uniquely positioned to help meet...

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CX customer wins and case studies

Customer Wins for Edify, mParticle, MoEngage, Informatica, and Freshworks

Edify Signs 45,000-User Deal in Europe CX company Edify recently completed a substantive call center and unified communications (UC) deal in which its new customer, a European telecom provider, will begin implementing the Edify platform for...

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Amperity expansion to Australia

CDP Provider Amperity Opens New Australian Office

Amperity, the Seattle-based customer data platform (CDP) provider for enterprise consumer brands, is expanding in the Asia-Pacific (APAC) market with the opening of a new office in Australia. Billy Loizou, the company’s area vice...

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Customer experience research studies and surveys

New Research from 451 Research, Optimizely, Relay Network, Gartner, and Gladly

451 Research: Conversation Automation Is a Must for Companies Businesses that adopt conversation automation solutions powered by artificial intelligence (AI) are more likely to stand out in the market and successfully engage with today’s savvy...

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Pisano Partners with Turkey’s Sodexo Avantaj to Fortify CX Initiatives

Pisano, the London-based all-in-one Experience Management platform provider, has been selected by Sodexo Avantaj in Turkey to bolster CX management with an eye to demonstrating and quantifying measurable results. Sodexo Avantaj is the Turkish...

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Customer experience acquisitions and funding news

M&A/New Funding Activity for Thoma Bravo, Gorgias, Flip, Netigate, and Medallia

Ping Identity to Be Acquired by Thoma Bravo for $2.8 Billion Ping Identity, the Denver, Colorado-based provider of intelligent identity solutions for the enterprise, has entered into a definitive agreement to be acquired by prominent private...

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Customer wins and case studies

Customer Wins for Amdocs, Medallia, mParticle, Qualtrics, and Cogito

Amdocs Helps Vodafone Germany Accelerate Digital Transformation Amdocs, a major provider of software and services to communications and media companies, is in deep collaborative efforts with Vodafone Germany to speed up digital transformation of...

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Customer experience research studies

New Research from Five9, West Monroe, Equisoft, TechSee, and UJET

Five9: Contact Centers Are Putting Greater Importance on Employee Experience Nine out of 10 contact centers are increasing their focus on agent and employee experience (EX) because the role of the customer service representative has changed...

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