CX M&A and Funding News on Edenred, Enghouse, Axim, HelloTeam, and Kustomer
By Alex Gaw June 2, 2023
Edenred Acquires Reward Gateway for £1.15 Billion France-based employee fintech firm Edenred has acquired Reward Gateway, an employee engagement company headquartered in Boston, for £1.15 billion ($1.39 billion) from funds managed…
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Delta Launches, Then Pauses, Employee Recognition Program After Backlash
By Keith Kirkpatrick June 1, 2023
The News: On May 27, news emerged about Delta Air Lines’ plan to share the first names of flight attendants with passengers in emails that will be sent to customers a day before their flight, as part of a new employee recognition tool. The tool,…
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Frontier Places Last in J.D. Power 2023 North America Airline Satisfaction Survey
- By Keith Kirkpatrick May 31, 2023
The News: Frontier Airlines received a last-placing ranking in the J.D. Power 2023 North America Airline Satisfaction Survey, which saw the low-cost carrier trail rivals such as Spirit Airlines, Allegiant Air, and WestJet. The North America…
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Booking a Trip? The Digital Experience Matters
By Sherril Hanson May 30, 2023
The News: Digital experience analytics provider Glassbox released research demonstrating how small friction points will cause customers to walk away from a brand’s digital experience and move on to a different one. According to the research,…
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Personalization and Deep Understanding Need to Be at the Heart of Patient Experience
- By Sherril Hanson May 25, 2023
Dr. Adrienne Boissy, Chief Medical Officer, Qualtrics The field of experience management covers not just customer and employee experience, but other categories that are not quite the same as being labeled a “customer” or “consumer,” such…
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Call Center Satisfaction Weighs Down Overall Wireless Service Ratings
- By Keith Kirkpatrick May 23, 2023
The News: Call center satisfaction garnered the lowest customer ratings across each category of wireless carriers, hovering around the 70-71 mark across mobile network operators (MNOs), full-service mobile virtual network operators…
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CX Customer Wins for 8×8, MoEngage, eGain, WebEngage, and Salesforce
- By Alex Gaw May 22, 2023
8×8 Helps Welsh Water Turn on the Tap 8×8, the enterprise communications firm from Campbell, California, says its CPaaS Video Interaction API is being deployed by water services company Welsh Water to improve the public utility’s efficiency…
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Real-Time Engagement Builds a Better Patient Experience
- By Sherril Hanson May 22, 2023
The use of feedback technology in the healthcare sector is nothing new. Providers have been required to do follow-up surveys for years. However, the broadening view of patient experience (PX), as well as the deepening focus on healthcare employee…
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Delta Airlines Rolling Out Personalized Digital Experience for Mobile Devices
- By Sherril Hanson May 19, 2023
The News: First announced at CES 2023, Delta Sync has started rolling out on domestic mainline flights equipped with free Wi-Fi by T-Mobile. Described as a platform that serves up personalized content, access, and offers, passengers use their…
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Employee Experience
Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies
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Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
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