ONR Report: Blockchain and Other New Tech Can Alter Consumer Experience
By Alex Gaw April 25, 2022
New technologies like blockchain and cryptocurrency have the potential to radically reshape the consumer experience, empowering consumers to take control of their personal data while presenting brands with a rare opportunity to shape, alter, or...
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Zeta Acquires ArcaMax to Enhance Data Cloud
- By Alex Gaw March 24, 2022
Zeta Global, the data-driven marketing technology company that is also widely acknowledged to be the business world’s third-largest dataset repository after Google and Facebook, has entered into an agreement to acquire ArcaMax, a key provider in...
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Leveraging Blockchain to Improve Customer Confidence in Sharing Personal Data
By Keith Kirkpatrick March 15, 2022
A blockchain is a decentralized, distributed database that stores information electronically, and is designed to permit the collection of information or records in groups, known as blocks. The goal with using a blockchain is to allow digital...
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Brands Must Rethink Customer Data Strategies as Website Cookies Are Retired
- By Alex Gaw January 27, 2022
With third-party cookie practices soon headed for obsolescence, the findings from a new survey of CX professionals and marketers in Asia Pacific, the Middle East, and Africa show that brands must find new ways of acquiring intelligence on customer...
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Merkle B2B Integrates gyro and Merkle|DWA to Create a Full-Service CX Management Offering
- By Alex Gaw January 25, 2022
Customer experience management (CXM) company Merkle Inc. is retiring the individual brand names of business-to-business (B2B) agencies gyro and Merkle|DWA, formally integrating the two specialist media and creative firms into the global media and...
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Medallia Announces Acquisition of UK Journey Orchestration Firm Thunderhead
- By Alex Gaw January 21, 2022
Medallia, the San Francisco-based CX and employee experience (EX) specialist firm, is set to acquire the UK’s Thunderhead in a strategy aimed at serving the customer journey needs of enterprise technology firms. The provider of software and...
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Backend AI: Not Just for Customer-Facing Bots
- By Keith Kirkpatrick December 7, 2021
Artificial intelligence (AI) is increasingly being accepted by customers as tools that allow them to accomplish tasks or get the information they need, without having to speak or interact with other humans. AI-driven automated attendants, virtual...
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Customer Data and Analytics: Redpoint Global and the Golden Record
By Sherril Hanson November 4, 2021
The use of clean, relevant, and accurate data is critical to all aspects of providing a great customer experience. In the travel and hospitality sector, as in others, this data can be used to provide a more personalized engagement with a...
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Informatica Announces Initial Public Offering
- By Alex Gaw November 3, 2021
Six years after it was taken private, enterprise data management company Informatica has returned to the New York Stock Exchange (NYSE) with an initial public offering (IPO) of 29 million shares of Class A common stock (ticker INFA). Priced at...
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New Report Indicates that Funnels Miss Customer Interactions and Distort Data
- By Alex Gaw October 28, 2021
A new report revealed that most funnel analyses deliver misleading data, having missed important customer interactions on company websites. The resulting data, which can be less-than-complete, ambiguous, or even confusing, could end up preventing...
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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...
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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...
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