InMoment Adds Several Enhancements to its XI Platform
By Sherril Hanson February 3, 2023
By Sandeep Garg, chief product officer for InMoment, discusses the company's recent enhancements to its XI platform.
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Customer Complaints About Airline Hold Times Grow Prominent on Twitter
- By Sherril Hanson February 1, 2023
A new study finds that airlines are among the the worst offenders when it comes to customer hold times, with a rising tide of complaints via Twitter.
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Insights and Feedback News: Gainsight, Lexalytics, Productboard, Qualtrics, Review Trackers, SkyTeam
- By Sherril Hanson February 1, 2023
Customer Insights & Feedback market sector updates: product launches and enhancements, partnerships, and investment news.
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Research on Diversity, Equity, and Inclusion Shows Room for Improvement
- By Sherril Hanson January 27, 2023
QuestionPro Workforce president Sanja Licina discusses key findings from the company's recent study on diversity, equity, and inclusion.
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CDP Updates: Kore.ai, Lotame, Lytics, mParticle, Simon Data, and The Trade Desk
- By Sherril Hanson January 27, 2023
Conversational AI Provider Kore.ai partners with mParticle Kore.ai and mParticle, announced a partnership to provide an AI-first natural language processing (NLP)-based search engine and intelligent chatbots to personalize retail shopping...
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Healthcare Workers Struggle With EX; Patient Experience Lags
- By Sherril Hanson January 25, 2023
Subpar healthcare employee experience (EX) is having a dampening effect on the quality of patient experience (PX), according to a new Qualtrics study.
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EX Update: Almaden, Confirm, Engagedly, Gympass, Medallia, and Nexthink
- By Sherril Hanson January 24, 2023
Almaden’s Collective IQ Platform Adds Virtual Concierge and Integrates with Microsoft Teams Almaden Inc. has updated its digital employee experience solution, Collective IQ.One of the new features is an integration with Microsoft Teams that...
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CX Implications of Hospitality Tech Study Data
- By Sherril Hanson January 23, 2023
Hospitality Technology has released a Lodging Technology Study, as well as a Customer Engagement Study with data pointing to particular areas of focus for customer experience. Some of the findings coincide well with the market drivers of CX in...
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Microsoft Invests in HR Software Company Darwinbox
- By Sherril Hanson January 18, 2023
Microsoft continues to show strong interest in the employee experience (EX) and HR tech space with a collaboration and financial investment in Darwinbox. In a blog post, Darwinbox reported that Microsoft has committed resources for product and...
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Broadvoice, Genesys, AWS, Google Cloud, and More Announce Contact Center News
- By Sherril Hanson January 18, 2023
Broadvoice Introduces CCaaS Platform in North America Broadvoice has announced the launch of the GoContact omnichannel cloud contact center solution for business customers in North America. Broadvoice acquired GoContact in July 2021, and...
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Employee Communities Can Be Powerful CX and EX Tools
- By Sherril Hanson January 17, 2023
The aftermath of the pandemic has left many employees feeling disconnected from the companies they work for. With some employees being remote or hybrid, there is less opportunity for connection, belonging, and the impromptu social and collaborative...
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EX-Related Research from isolved, Reward Gateway, UKG, and WTW
- By Sherril Hanson January 13, 2023
isolved Survey Data Points to Job Security Concerns and Ongoing Recruiting and Retention Challenges isolved’s year-end survey, Pause, Pivot or Plan: HR Trends of 2023, shows that some of the pain points from last year, such as retention and...
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Employee Experience in 2023
- By Sherril Hanson January 9, 2023
The excitement that has grown around the idea of employee experience (EX), the technologies that support positive EX, and the initial stories of success were spurred by the massive shifts caused by the Covid-19 pandemic. These shifts have been...
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EX News from Gloat, Gympass, TaskHuman, Thrive Global, Quantum Workplace, and Workhuman
- By Sherril Hanson January 9, 2023
Gloat Adds Feedback Functionality to Platform Gloat has expanded its AI-Powered Talent Marketplace platform by adding My Team, a tool which enables managers to convey feedback to employees in real time. The feature allows managers and employees...
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Contact Center News from Aisera, Genesys, NICE, Five9, LivePerson, and Zoho
- By Sherril Hanson December 30, 2022
Aisera Integrates Its Service Experience Solution with Zendesk's Sunshine Platform Aisera has announced its service experience solution is now available via a new app integration on Zendesk's Sunshine Conversations Marketplaces. Customers of...
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Research from Qualtrics Shows Government Agencies Struggle with CX, EX Issues
- By Sherril Hanson December 20, 2022
Dr. Sydney Heimbrock, Chief Industry Advisor for Government, Qualtrics Qualtrics recently published the 2023 Government Experience Trends Report, which shows that government leaders are struggling to understand the gap between expectations and...
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