Using Contextual Data to Fight Fraud While Improving Customer Experiences
By Keith Kirkpatrick May 23, 2023
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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Salesforce Introduces Generative AI-Enabled Version of Tableau
- By Keith Kirkpatrick May 15, 2023
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 to Combine with Webhelp in $4.8 Billion Deal
By Alex Gaw April 6, 2023
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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New CX Products: Sprinklr, Five9 and Invoca, InMoment, DHS, Treatwell, and mParticle
- By Alex Gaw April 4, 2023
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-Qualtrics Integration Supports Enriched Customer Profiles
By Sherril Hanson March 22, 2023
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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QualtricsX4 Announcements
- By Sherril Hanson March 9, 2023
“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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Medallia Names Joe Tyrrell as Chief Executive Officer
- By Alex Gaw March 8, 2023
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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Medallia Launches Experience Orchestration Platform
- By Sherril Hanson February 28, 2023
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
- By Alex Gaw February 20, 2023
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: Dr. Marlene Kolodziej, Ricoh
By Clint Wheelock February 9, 2023
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 Adds Several Enhancements to its XI Platform
- By Sherril Hanson February 3, 2023
Sandeep Garg, chief product officer for InMoment, discusses the company's recent enhancements to its XI platform.
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The State of CX in 2022
- By Keith Kirkpatrick January 3, 2023
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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