Medallia to Be Acquired by Investment Firm Thoma Bravo
By Alex Gaw July 28, 2021
In an all-cash transaction valued at $6.4 billion, global customer and employee experience company Medallia has agreed to be acquired by Thoma Bravo, one of the world’s largest software-focused private equity firms, both organizations announced…
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Financial Services CX: Leveraging Digital Assistants to Provide Automation
By Keith Kirkpatrick July 27, 2021
Financial services companies are faced with significant challenges to provide a good CX, largely due to the huge volume of inquiries they receive, the wide breadth of products and services they provide, and the relatively limited number of human…
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Merkle Set to Acquire Commerce Services Firm LiveArea
- By Alex Gaw July 14, 2021
In a deal that would unite two companies with significant customer experience management (CXM) and commerce services capabilities, Maryland-based Merkle Inc. has entered into an agreement to acquire Texas firm LiveArea. The transaction,…
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The Impact of BOPIS, BOSFS, and BORIS on Retail CX, and the Tech Needed to Effectively Deploy These Services
- By Keith Kirkpatrick June 29, 2021
The COVID-19 pandemic served as a both a catalyst and an accelerant for multimodal retail experiences, perhaps best exemplified by the “BO” acronyms: BOPIS (buy online, pickup in-store), BOSFS (buy online, ship from store), and BORIS (buy…
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Using Sentiment Analysis to Improve Telecommunications CX and Identify Cross-Sell and Upsell Opportunities
- By Keith Kirkpatrick June 28, 2021
It is no secret that telecommunications companies, which include wireless phone service providers, Internet service providers, and pay TV providers, have faced significant challenges providing excellent customer service. Due to the sheer breadth of…
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Deploying Tech to Ensure Good CX Amid a Travel & Hospitality Industry Labor Shortage
- By Keith Kirkpatrick June 28, 2021
One of the industries hit hardest by the COVID-19 shutdowns was the hospitality industry, as lockdowns and travel restrictions severely curtailed both business and leisure spending. While many parts of the world have now largely returned to normal,…
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