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Customer experience orchestration

New Genesys Data Shows High Consumer Expectations but Lagging Digital Transformation

Experience orchestration provider Genesys released The State of Customer Experience report with some comprehensive data demonstrating high consumer expectations, low consumer patience with suboptimal experiences, and the struggle to nail down…

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Khoros-Trustpilot integration and Cerby partnership

Khoros Announces Trustpilot Integration and Cerby Partnership

Social media and reviews are important channels for both customers and brands. Customers expect them as feedback options, and they have high expectations around response times. How smoothly these processes go have implications for overall CX, not…

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Next-best action

Improving Personalization and Convenience Via Next-Best Action Support

Providing a personalized experience has become table stakes for both B2C and B2B organizations. According to a McKinsey report, more than 70% of customers expect a personalized experience, and companies that excel at personalization generate 40%…

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Zoom acquires Workvivo

Zoom to Acquire Workvivo

Zoom has announced it will be acquiring employee experience platform provider Workvivo. Workvivo is a comprehensive platform, including technologies that touch on many of the most important contributors to employee experience (EX):…

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Wayfinding tools for better CX

Navigating to a Better CX Via Inclusive Wayfinding Technology

In public and commercial spaces, wayfinding tools are an essential part of delivering a great customer experience. As anyone who has tried to navigate an unfamiliar transit system, large public building, or shopping mall knows, challenges with…

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Government employee experience

Government Employees Burned Out from Workload and Staffing Shortages

The U.S. government has been putting effort and money into improving customer experience at the federal level. Recent data from Eagle Hill Consulting indicates that government agencies need to look inward as employees increasingly struggle with…

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Customer support ticket data

Leveraging Support Ticket Data to Improve CX

Customer support tickets are more than a system to track technical, administrative, or service issues. The information contained within these tickets can also be used for several other purposes, including the surfacing of additional process,…

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CX surveys and research studies

New Research from Merkle, Qualtrics, and Workhuman-Gallop Collab

Merkle: Consumers Prefer Rewards for Everyday Needs, Like Groceries The new 2023 Consumer Prizing Report from data-driven CX management services provider Merkle reveals that nearly three-quarters of consumers prefer grocery gift cards as a…

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Visual customer support

Visual Customer Support Provides Personalization, Cost Savings, and Insights

Being able to provide personalized and efficient customer support is a crucial contributor to a great customer experience with a brand. There have been many innovations in the contact center and technical support space, with new technologies…

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Latest Research

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

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CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

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