Market Forecast Spotlight: Greater Spending on Employee Experience Software
By Keith Kirkpatrick April 25, 2022
Dash Research has released an updated and revised global market forecast covering CX software and services, which reflects the continued strategy of using CX as a key market differentiator among companies of all types. According to Dash Research,…
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Twilio: Investing in Digital Customer Engagement Boosted Revenue by 70%
By Alex Gaw April 21, 2022
Companies that invested in digital customer engagement and personalization technologies during the last two years experienced positive impacts on customer retention levels, and also saw a significant boost to their revenue figures, reveals a new…
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Using Visual Engagement Techniques to Improve Customer Support
- By Keith Kirkpatrick April 20, 2022
Visual engagement, which can include using pictures, graphics, diagrams, and videos to convey information or enable collaboration with customers, is a key technique that has become particularly important over the past few years. As penetration of…
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Oracle Introduces End-to-End Employee Experience Platform
By Sherril Hanson April 15, 2022
The employee experience (EX) market ecosystem contains a wide variety of technology vendors, some of which focus on large, comprehensive, enterprise-wide solutions, while others have niche offerings in areas such as communications, surveying or…
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Incorporating Technology to Improve Contact Center Agent Performance
- By Keith Kirkpatrick April 14, 2022
Organizations have been inundated with inbound inquiries for a variety of reasons, including billing and administrative issues, customer and technical support reasons, and sales and general feedback questions. Naturally, as the number of inbound…
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Using Session Replay to Improve CX Interactions
- By Keith Kirkpatrick April 13, 2022
One of the key challenges involved with analyzing customer journeys revolves around identifying the triggers and inflection points that have a real impact on CX. Oftentimes, the devil is in the small details, which may not be apparent to live…
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Travel & Hospitality CX Announcements by Cendyn, mParticle, Spitch.ai, and Amadeus
- By Sherril Hanson April 12, 2022
The use of clean, relevant, and accurate data is critical to all aspects of providing great CX. In the travel & hospitality sector, as in others, this data can be used to provide a more personalized engagement with a brand. Well-managed data…
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Medallia’s Employee Experience Suite has a Record-Breaking Quarter
- By Sherril Hanson April 11, 2022
The employee experience (EX) segment is seeing a continuous influx of product and customer announcements as technology vendors respond to companies’ needs to not only battle “The Great Resignation” but also recruit top talent. Conversations…
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New Research from Glassbox, Talkdesk, UserTesting, Clickatell, and 3radical
- By Alex Gaw April 11, 2022
In this roundup of new research: Glassbox uncovers business sentiment on CX strategies; Talkdesk reveals how brands can reach elusive Gen Z; UserTesting affirms the primacy of human insight in CX; Clickatell presents a case for chat-to-pay…
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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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