Reducing Negative Peaks to Improve CX
By Keith Kirkpatrick September 13, 2022
The “Peak-End Rule,” which is based on research conducted by Daniel Kahneman and Barbara Frederickson, posits that humans assign a greater level of weight or importance to the most intense positive or negative moments, or peaks, during an…
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New EX-Related Research from Achievers, Qualtrics, and Salesforce’s MuleSoft
By Sherril Hanson September 13, 2022
New research shines a light on several employee experience (EX) areas, including solutions that can be leveraged to foster company culture as well as make an enterprise more attractive to talent. Data from the research points to many of the…
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Managing Customer Complaints Effectively and Efficiently
- By Keith Kirkpatrick September 12, 2022
Even when an organization has taken a proactive and thoughtful approach to delivering an excellent experience, there are bound to be customer complaints. These complaints can be centered on the failure of a product or service to live up to the…
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Uncertainty Confronts the Workplace; Employees and HR Feel Pressure
By Alex Gaw September 12, 2022
As economic headwinds swirl through markets and industries, uncertainty hangs over the workplace today with employees continuing to quit while companies freeze hiring and rescind job offers, according to a new report from performance management…
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New EX Products and Partnerships: Achievers, LumApps, Qualtrics, and Others
- By Sherril Hanson September 12, 2022
Achievers EX Platform Integrates with Zebra Mobile Devices Employee voice and recognition solution provider Achievers has integrated its Employee Experience Platform with Zebra Technologies’ mobile devices. The Achievers Employee Experience…
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New Research from Accenture-NASCA, Replicant, Newgen, Centrical, and Mitto
- By Alex Gaw September 8, 2022
Accenture-NASCA: State Chief Administrators Can Help Improve Government Customer Service Citizens wish for new and improved digital services from their governments, and the chief administrators in each state are uniquely positioned to help meet…
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QuestionPro Acquires Digital Qualitative Research Provider Digsite
- By Sherril Hanson September 8, 2022
QuestionPro, an online survey and research services provider with solutions for both CX and employee experience (EX), announced it has acquired Digsite. Digsite’s qualitative tools will be available alongside QuestionPro’s full suite of…
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Improving CX Via Captive Portals
- By Keith Kirkpatrick September 6, 2022
Wi-Fi hotspots have become de rigueur for many retail establishments, restaurants, and other locations. By offering complimentary access to the internet to in-person patrons using their mobile devices, companies are offering an added technological…
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Improving the Onboarding Process to Improve CX
- By Keith Kirkpatrick September 1, 2022
For telecommunications companies—which are always in fierce competition to attract and retain customers—the onboarding process is the inflection point in the customer relationship. If the interaction goes smoothly, it can engender positive…
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Employee Experience
Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies
Read MoreCX in the Healthcare Industry
Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
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