New Research from Execs In The Know, Braze, Clootrack, Telus International, and PwC
By Alex Gaw March 15, 2023
EITK: The Customer Remained Top of Mind for CX Leaders in 2022 CX leaders believe that they kept customers firmly in mind in 2022 despite challenges and years of unremitting change for the industry, states the new CX Leaders Trends &...
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IT Leaders Prioritize Generative AI as a Game-Changer, But Concerns Abound
- By Alex Gaw March 13, 2023
At least 67% of senior IT leaders are making generative AI a priority for their business within the next 18 months, and 33% even name it as a top priority. Yet most leaders have misgivings on the security and ethical aspects of the technology that...
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Qualtrics X4 is Back
By Sherril Hanson March 8, 2023
Qualtrics X4 has returned after a 3-year hiatus with 10,000 experience professionals converging on Salt Lake City. The company is leaning into a few areas, and has been highlighting its capabilities with AI, its solutions to support frontline...
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New Research from MessageGears, Qualtrics, Amdocs, Nosto, and LivePerson
- By Alex Gaw March 7, 2023
MessageGears: Consumers Want Fewer but More Personalized Marketing Messages Consumers are annoyed when brands inundate them with messages that do not reflect their interests, and they are far more likely to engage with brands that recognize them...
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Alchemer Launches Workflow Product to Help Companies Close the Loop
- By Sherril Hanson March 7, 2023
Alchemer has introduced Alchemer Workflow, a workflow feedback engine aimed at helping enterprises close the loop with customers, build engagement, and provide efficiencies across an organization. Dash Research spoke with Vanessa Bagnato,...
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Research Points to the Importance of Online Reviews
- By Sherril Hanson March 6, 2023
Two reputation management companies recently released data pointing to the importance of online reviews as part of the brand-customer experience. Reputation management and brand intelligence provider Chatmeter conducted a survey in January 2023...
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New Research from Salesforce, Algolia, Theatro, and KPMG Saudi Arabia
- By Alex Gaw March 1, 2023
Salesforce: Perplexed by Data, Business Leaders Are Unable to Use Its Power Findings from a new Salesforce global survey show that many leaders do not know how to use data and are unable to harness its power for better decision-making and...
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CX Innovator Series: Take the Survey!
By Clint Wheelock February 23, 2023
At Dash Network, one of our primary missions is to inform, educate, and inspire CX practitioners across various industries on the best practices for CX technology strategy, program design, implementation, and measurement. Our ongoing editorial and...
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Surprise: Enterprise Execs Plan to Increase Digital CX Investments This Year
By Keith Kirkpatrick February 21, 2023
A new enterprise CX survey from TELUS International indicates that many executives are planning to increase CX budgets in 2023.
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CX Innovators: Ken Peterson, QuestionPro
Ken Peterson, President, Customer Experience at survey software company QuestionPro, provides insights on using CX to provide "empathy at scale".
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New Research from SALESmanago, Telus, Teleperformance, Medallia, and Valtech
- By Alex Gaw February 17, 2023
SALESmanago: European Marketers Fly Blindly by Not Measuring Customer Engagement Nearly two-thirds of e-commerce marketers in Europe have not measured their customer engagement processes in the past month, and almost one-fifth have never...
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New Research Shows Consumers Believe AI Can Support Positive CX
- By Sherril Hanson February 17, 2023
John Nash, Chief Strategy and Marketing Officer, Redpoint Global Redpoint Global recently published research focused on consumers’ feelings and expectations around the usage of AI and machine learning (ML) during brand interaction. Overall,...
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