Designing for the Ages: A Strategic Priority in the Older Adult PX
By Andrew Broderick January 14, 2022
By 2030, 20% of the US population will be 65 or older. Nearly three-quarters of older adults state a preference to stay in their homes and age in place, so technology that allows them to manage their health remotely will be critical to helping them…
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CX in Gaming: Personalization and Customer Relationship Management
By Sherril Hanson January 13, 2022
The COVID-19 pandemic caused the suspension of many in-person sporting events, as well as the temporary shutdown of casinos and other gambling outlets. This spurred a large shift to online gaming. The global online gaming (sports betting/gambling)…
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The Arrival of a New Year Brings More Funding to the CX Market
By Alex Gaw January 13, 2022
Just a few days into 2022, at least three significant CX-related funding rounds and developments have taken place. The recipients of additional capital include Exotel from India, Oregon-based AskNicely, and Quantum Workplace from…
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AT&T and Verizon Say C-band 5G is Critical to Keeping Customers Happy
By Sue Marek January 12, 2022
There is an ongoing battle between US wireless operators Verizon Communications and AT&T and the aviation industry that is threatening to derail the wireless operators’ plans to expand their 5G services to more customers and compete…
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Rethinking Patient Experience in Transforming Care for People with Complex Care Needs
- By Andrew Broderick January 11, 2022
As retailers and brands build deep, enriching relationships at each step of the customer journey and become an indispensable part of consumers’ lives, their ability for deep understanding of the way consumers live, eat, work, and play is central…
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Using Kiosks to Improve CX
By Keith Kirkpatrick January 11, 2022
The so-called “Great Resignation” is continuing, with data from the U.S. Bureau of Labor Statistics indicating that the number of workers quitting jobs in November 2021 grew to 4.5 million, up from 4.2 million the previous month, and above the…
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Amdocs Wins String of Awards and Industry Recognition
- By Alex Gaw January 10, 2022
Amdocs, a provider of software and services to communications service providers (CSPs) and media companies, was the recent recipient of various industry awards in technologies and trends that drive innovation and enable next-generation experiences…
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Activist Investor Jana Partners Calls for Zendesk to Abandon Acquisition of Momentive Global
- By Alex Gaw January 7, 2022
Activist investor Jana Partners is putting pressure on CX software solutions provider Zendesk to call off its proposed acquisition of Momentive Global, the company formerly known as SurveyMonkey, objecting vociferously to a deal that it said…
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Competition Heats Up From New Market Entrants in New Era of Consumer Telehealth
- By Andrew Broderick January 7, 2022
The telehealth boom that was propelled by the COVID-19 pandemic has consolidated at levels lower than at the peak of the pandemic in April 2020, but significantly higher than levels seen before the pandemic. Consumer demand remains strong and will…
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