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Bain NPSx customer experience

Bain & Company Launches NPSx for CX Training and Certification

From Bain & Company, inventors of the Net Promoter Score (NPS) and Net Promoter System, comes NPSx, a CX training and certification course that the company says is the first of its kind to help organizations create leading customer...

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Customer engagement research study

New Harvard Publications Report: Effective Customer Engagement is Critical

Effective customer engagement is especially critical to businesses today as the world braces for an economic downturn, according to new research from the publishing group at Harvard University. And yet, various obstacles prevent businesses from...

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Customer experience research

New Research from Podium, Talkdesk, Smartly.io, SimplicityDX, and Influence Mobile

This is the latest Dash Network roundup of new and recent research from the field. Details follow below. Podium: Small Business Owners Are Struggling with Burnout, Losing Hope More than 7 in 10 small business owners (SMBs) feel burned out...

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Customer insights and feedback new products

InMoment, Forsta, LivePerson, and Rectangled Introduce New Products

New product launches over the past month focus on gathering data to better understand the customer journey. Forsta launches Digital Diaries Forsta has introduced a mobile app that will be part of the Forsta HX (human experience) Platform....

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Customer motivation

Persado Launches Customer Motivation Report

A new report from Persado surveys the impact of brand language, emotions, and context on consumer behavior, highlighting the type of language and approaches that best resonate with customers, while also creating a blueprint for brands looking to...

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Customer experience journey feedback

Tracking Feedback Along a Customer Journey: cxomni

Dash Research recently spoke with cxomni, a customer experience management provider located in Munich, Germany that was founded in 2015.  cxomni is a software-as-a-service (SaaS) solution for professional customer journey management (CJM) and...

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Customer reviews and reputation management

Review Data Grows in Importance as Another Information Stream

One of the trends that has been mentioned as a CX technology market driver time and time again is the explosion in customer data coming in via a growing number of channels. Review data is just one of many data points coming into companies, but it...

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Customer experience research studies

Latest Research from Idomoo, Mitto, Verint, LiveXchange, and Amperity

The research highlighted in this roundup points to the myriad challenges confronting companies in the face of an empowered and much more informed consumer base. Across brands and industries, customers are vocal about their preferences—on the...

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Customer insights and feedback

Benefits of Insights & Feedback Technologies for End Users

The use of customer insights & feedback solutions offers many compelling benefits aside from allowing customers to be heard, and have their concerns addressed. During the COVID-19 pandemic years, there have been many industry segments that...

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Customer experience research studies

New Research from Merkle, Twilio, Smart Communications, FullStory, and Emplifi

The research pieces highlighted in this roundup share a common theme: the challenges that companies face because of new technologies and altered expectations. It explains why brand loyalty is no longer just about coupons and discounts; why...

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Qualtrics and ServiceNow customer experience partnership

Qualtrics and ServiceNow Partnership Combines CX and EX Support

As customers and employees have opportunity to leverage a wide variety of channels, the incoming data is increasing exponentially. In a study conducted by Qualtrics and ServiceNow, more than two-thirds (69%) of customers said they switch between...

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Customer experience research studies

New CX Research from ASAPP, eGain, Telus, Qualtrics, and Forrester

Two research reports in this roundup bookend an increasingly serious CX issue: how to best ensure the well-being of contact center employees, who are leaving the industry in record numbers for better working conditions, higher pay, and greater...

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Latest Research

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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CX for Contact Centers

Case Studies, Market Drivers and Barriers, and Market Sizing and Forecasts Focused on the Adoption of CX Platforms and Applications in Contact Centers

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