Companies Seek Out CX Expertise for All Things Customer
By Alex Gaw February 21, 2022
As the stories in this roundup piece suggest, the search for good CX is perpetual because the quest for excellence never ends. But while providing good CX takes many forms, the centerpiece of those efforts remains invariably unchanged. The…
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NAB Case Study: Supporting Interactions Through Digital Messaging
By Keith Kirkpatrick February 16, 2022
A key strategy being deployed by organizations seeking to improve their customers’ experiences includes leveraging both artificial intelligence (AI) and digital messaging, with the goal of supporting interactions with customers through the…
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Adobe Launches New Mobile Capabilities in Journey Optimizer
- By Alex Gaw February 15, 2022
Adobe is introducing new mobile capabilities into the company’s Journey Optimizer tool that will allow brands to engage customers regardless of the customers’ location. Described by Adobe as an end-to-end CX solution as well, Journey…
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Hotel Employee Engagement and Retention Continues to Be a Challenge
By Sherril Hanson February 14, 2022
New research from Achievers Workforce Institute, the research and insights arm of Achievers, points to a continued battle to retain employees and keep them engaged. The fifth annual Engagement & Retention Report finds that 44% of US employees…
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Press Ganey to Acquire Forsta, Integrating Healthcare Expertise into Powerful Platform
- By Alex Gaw February 14, 2022
Press Ganey, the South Bend, Indiana-based patient experience company and provider of healthcare software solutions, announced on February 7 plans to acquire Forsta, developer of the CX and market research technology platform headquartered in…
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New Reports Address an Array of Present-Day CX Issues
- By Alex Gaw February 11, 2022
In this roundup of new industry and research reports, we turn our lens on two critical participants in every CX journey: the employee and the consumer. The first three summaries relate to current concerns affecting employees in their wellbeing and…
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Notable CX Acquisitions and Fresh Funding in the First Week of February
- By Alex Gaw February 11, 2022
A number of notable acquisitions and new funding rounds took place in the first week of February, including several transactions that were announced on February 3. Our roundup includes the newsmakers that successfully closed deals or raised fresh…
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Priya Vijayarajendran to Join ASAPP as Chief Technology Officer
- By Alex Gaw February 11, 2022
Priya Vijayarajendran, the prominent artificial intelligence (AI) executive who led data and artificial intelligence (AI) initiatives at Microsoft, is joining ASAPP as chief technology officer (CTO) effective March 1. At ASAPP,…
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WorkForce Software Fine-Tunes Labor Forecasting Tool
- By Alex Gaw February 9, 2022
WorkForce Software, the provider of workforce management and employee experience (EX) solutions, is making available the latest version of its labor forecasting software, with predictive and analytical capabilities that have been fine-tuned in…
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Employee Experience
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Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
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