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InMoment CX platform enhancements

InMoment Adds Several Enhancements to its XI Platform

Sandeep Garg, chief product officer for InMoment, discusses the company's recent enhancements to its XI platform.

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Rising tide of customer complaints about airline customer service via Twitter

Customer Complaints About Airline Hold Times Grow Prominent on Twitter

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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Customer Insights and Feedback product and partnership announcements

Insights and Feedback News: Gainsight, Lexalytics, Productboard, Qualtrics, Review Trackers, SkyTeam

Customer Insights & Feedback market sector updates: product launches and enhancements, partnerships, and investment news.

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QuestionPro Workforce DEI study

Research on Diversity, Equity, and Inclusion Shows Room for Improvement

QuestionPro Workforce president Sanja Licina discusses key findings from the company's recent study on diversity, equity, and inclusion.

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Customer data platform (CDP) product launches, partnerships, and research studies

CDP Updates: Kore.ai, Lotame, Lytics, mParticle, Simon Data, and The Trade Desk

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 employee experience and patient experience

Healthcare Workers Struggle With EX; Patient Experience Lags

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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Digital employee experience product launches and partnerships

EX Update: Almaden, Confirm, Engagedly, Gympass, Medallia, and Nexthink

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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Hospitality tech consumer research studies

CX Implications of Hospitality Tech Study Data

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 Darwinbox

Microsoft Invests in HR Software Company Darwinbox

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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Contact Center partnerships and product launches

Broadvoice, Genesys, AWS, Google Cloud, and More Announce Contact Center News

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

Employee Communities Can Be Powerful CX and EX Tools

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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Employee experience surveys and research studies

EX-Related Research from isolved, Reward Gateway, UKG, and WTW

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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State of the employee experience market

Employee Experience in 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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Employee experience product announcements

EX News from Gloat, Gympass, TaskHuman, Thrive Global, Quantum Workplace, and Workhuman

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 and announcements

Contact Center News from Aisera, Genesys, NICE, Five9, LivePerson, and Zoho

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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Qualtrics Government EX CX

Research from Qualtrics Shows Government Agencies Struggle with CX, EX Issues

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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