AI-Focused Firms Fuel Numerous CX Acquisitions This Year
By Alex Gaw August 11, 2021
A number of consolidations continue to occur in the CX industry, with companies specializing in artificial intelligence (AI) forming many targeted acquisitions this year. The buyouts are sending a clear message, analysts say: first, that the CX…
Read More
Improving Agent Experiences to Drive CX Improvement
By Keith Kirkpatrick August 6, 2021
One of the most common and important points of contact with any brand, service, or other entity is through a call center. If a problem is important or time-sensitive enough to warrant a phone call, both the experience and outcome of the call are…
Read More
CX Investment and M&A Activity in the News
- By Alex Gaw August 2, 2021
The Medallia buyout on July 26 by private equity firm Thoma Bravo—discussed in a separate Dash Network article —was not the only big transaction in the CX world in recent weeks. On July 19, Zoom Video Communications announced it was…
Read More
CX for Streaming Services
- By Keith Kirkpatrick July 30, 2021
One group of companies that received a massive boost in usage during the COVID-19 pandemic was over-the-top (OTT) video streaming services, such as Netflix, Prime Video, Hulu, Disney+, and Apple TV+. As people complied with stay-at-home guidelines…
Read More
Balancing Privacy with Patient Convenience in Healthcare
- By Keith Kirkpatrick July 28, 2021
A key driver of CX is the relative level of effort it takes to accomplish a task when interacting with a company or service provider. A customer effort score (CES) is a metric that focuses on a single touchpoint or interaction and can be used to…
Read More
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…
Read More
Funding Trends in CX
By Sherril Hanson July 20, 2021
As companies rode out the COVID-19 pandemic, funding activity continued in the CX space. The rapid shifts that companies had to make during this time have only proven how important CX technologies will be to businesses as they aim to provide…
Read More
Merger and Acquisition Activity in the CX Market is Unabated through the COVID-19 Pandemic
- By Sherril Hanson July 6, 2021
Merger and acquisition (M&A) activity in the CX space has continued at a good clip over the past 2+ years and shows no signs of slowing. Consolidation continues in this market as companies seek to both deepen their current offerings and expand…
Read More
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…
Read MoreLatest Research
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
Read More