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Using customer data for fraud detection

Using Contextual Data to Fight Fraud While Improving Customer Experiences

The News: Digital fraud continues to rise across a variety of industry groups, according to the TransUnion 2023 State of Omnichannel Fraud Report, with the study indicating that 4.6% of all customers’ digital transactions globally were...

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Generative AI for data visualization

Salesforce Introduces Generative AI-Enabled Version of Tableau

The News: Salesforce introduced on May 9 at its Tableau Conference the next generation of Tableau, the company’s data analytics and visualization solution, which is now powered by Einstein generative AI technology. According to the company,...

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Concentrix merges with Webhelp

Concentrix to Combine with Webhelp in $4.8 Billion Deal

Concentrix Corporation, the provider of CX services and technologies headquartered in Fremont, California, has entered into an agreement to combine with Webhelp, the business process outsourcing (BPO) and consultancy company based in Paris, France,...

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CX product launches and partnershipss

New CX Products: Sprinklr, Five9 and Invoca, InMoment, DHS, Treatwell, and mParticle

Sprinklr Releases Rebranded Customer Service Suite Enterprise software provider Sprinklr has unveiled a rebranded customer service product suite that includes new AI features and innovations. Sprinklr Service, formerly known as Sprinklr Modern...

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Twilio and Qualtrics integration

Twilio-Qualtrics Integration Supports Enriched Customer Profiles

Customer engagement platform Twilio and experience management company Qualtrics announced a no-code connector that will allow for real-time data sharing and integration between the Twilio Segment customer data platform (CDP) and Qualtrics’...

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Qualtrics X4 Announcements

QualtricsX4 Announcements

“If you aren’t all running all of your CX on an integrated platform, you are falling behind and likely wasting time and money on problems that need to be fixed on the frontlines” – Brad Anderson, President, Products and Engineering,...

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Joe Tyrell, new CEO of Medallia

Medallia Names Joe Tyrrell as Chief Executive Officer

Joe Tyrrell, Chief Executive Officer, Medallia Joe Tyrrell is the new CEO of Medallia, the company announced in a statement. Tyrrell replaces Leslie Stretch, who is retiring after four years as Medallia CEO and is moving into an advisory role at...

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Medalllia Experience Orchestration

Medallia Launches Experience Orchestration Platform

Medallia has brought together its experience intelligence capabilities and the real-time interaction and journey orchestration gained from its January 2022 Thunderhead acquisition to launch Medallia Experience Orchestration (MXO). This platform...

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eGain Announces Integration of Knowledge Hub with Microsoft Teams

Knowledge management software company eGain has announced integration of its Knowledge Hub with Microsoft Teams to improve customer engagement automation.

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CX Innovators - Marlene Kolodziej of Ricoh

CX Innovators: Dr. Marlene Kolodziej, Ricoh

Dr. Marlene Kolodziej, Senior Vice President of Service Delivery for Ricoh USA, shares her experience in designing effective CX initiatives.

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InMoment CX platform enhancements

InMoment Adds Several Enhancements to its XI Platform

Sandeep Garg, chief product officer for InMoment, discusses the company's recent enhancements to its XI platform.

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State of the CX Market

The State of CX in 2022

As the COVID-19 pandemic continued to recede into the background throughout 2022, the CX market homed in on serving customers that were increasingly digital, demanding, and DIY. Across nearly all industries, CX practitioners and vendors trained...

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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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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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