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Gaps in CX program implementations

CallMiner Report: Firms Are Unable to Spur Stronger CX for Various Reasons

Companies do not collect all the data they need in order to drive positive CX, and the limited data collection is holding back organizations from effectively analyzing data to uncover insights and intelligence that result in meaningful action,...

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People Paradox study

The CX World Grapples with a ‘People Paradox’ Issue

A new report by MIT Technology Review Insights points to a grim irony currently at work in the way CX employees are treated by business concerns in the post-pandemic era. A so-called “people paradox” is discernible when it comes to CX staff,...

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Customer support for product design problems

Mitigating Product Design Issues with CX

In an ideal world, a company’s products and services would be designed with feature sets, usability, and functionality tuned to each individual customer’s bespoke preferences and needs. Such a business model is neither economical nor practical,...

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Limiting negative customer experiences

Reducing Negative Peaks to Improve CX

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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Managing customer complaints

Managing Customer Complaints Effectively and Efficiently

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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Customer experience research studies and surveys

New Research from 451 Research, Optimizely, Relay Network, Gartner, and Gladly

451 Research: Conversation Automation Is a Must for Companies Businesses that adopt conversation automation solutions powered by artificial intelligence (AI) are more likely to stand out in the market and successfully engage with today’s savvy...

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Customer Experience Technology Guide

Demystifying the CX Technology Stack

The planning and implementation of a coherent and unified strategy for improving the CX of an organization usually requires a full understanding of the types of customers served, their needs and desires, how they purchase products and services, and...

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Customer service callbacks

Using Callbacks to Improve CX and Drive Revenue

One of the key techniques deployed by organizations amid the COVID-19 pandemic was the use of callbacks, which were utilized to reduce inbound customer service inquiries. If a customer called into a company’s contact center and a live agent was...

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Medallia Mindful acquisition

Medallia to Purchase Callback Technology Provider Mindful

Medallia has signed a definitive agreement to acquire contact center callback technology provider Mindful from Alpine Investors. The proposed acquisition is subject to regulatory approval, and is expected to close in the third quarter of this...

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Customer experience noise reduction

Reducing Noise to Elevate Voice Interaction CX

One of the most frustrating aspects of voice conversations between a customer and a contact center worker is the presence of loud, distracting background noise. Extraneous noise can not only make these interactions unpleasant, but can also impact...

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Telecom customer experience automated ticket correlation

Utilizing Automated Ticket Correlation to Improve CX Responsiveness

The delivery of excellent CX is driven by a variety of factors, but the ability to handle customer service and support issues quickly and efficiently cannot be overlooked, particularly in the hyper-competitive telecommunications sector. The...

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Amazon contact center solutions for CX

Amazon Connect Adds Three New Contact Center Capabilities

Three new capabilities have been added to Amazon Connect, the cloud virtual contact center of Amazon, aimed at improving contact center productivity and customer satisfaction. The capabilities are Amazon Connect Cases, Amazon Connect Outbound...

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Latest Research

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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CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

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Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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Omnichannel Customer Engagement

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software

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