QuestionPro Acquires PathosAI
By Sherril Hanson June 26, 2023
The News: QuestionPro, a survey and research, data, and insights services provider, has acquired PathosAI, bringing in AI expertise that will help uncover consumer intent and sentiment through measuring emotions and correlating them to why...
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5 Questions with Ellen Loeshelle, Qualtrics Director of Product Management, Intelligence Platform
- By Sherril Hanson June 19, 2023
I recently spoke with Ellen Loeshelle, Director of Product Management, Intelligence Platform, at Qualtrics to hear more about how Qualtrics already has been using AI, its plans for the future, and the need to keep focused on usability. Can you...
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New CX Research from Northridge, CX Live, Jitterbit, Telus International, and Airship
By Alex Gaw June 15, 2023
Northridge Group: Consumers Less Happy with Service than Businesses Think Featuring insights aimed at helping businesses to benchmark and improve their customer service, the report also notes that chatting with an agent...
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New CX Research from Deloitte Digital, UserTesting, Vonage, Alchemer, and Balto
- By Alex Gaw May 24, 2023
Deloitte Digital: Contact Center Operations Are Changing, and Leaders Are Being Responsive New realities are driving the transformation of contact center operations, and service organizations are building new pathways toward better service...
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Real-Time Engagement Builds a Better Patient Experience
- By Sherril Hanson May 22, 2023
The use of feedback technology in the healthcare sector is nothing new. Providers have been required to do follow-up surveys for years. However, the broadening view of patient experience (PX), as well as the deepening focus on healthcare employee...
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New Research from Merkle, Conduent, ManageEngine, Airship, and NTT Data
- By Alex Gaw May 4, 2023
Merkle: New B2B Superpowers Index Report Unveils Findings Safety, trust, and CX are crucial for achieving success in a competitive business-to-business (B2B) marketplace, reveals the 2023 B2B Superpowers Index, a research report from Merkle that...
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The Pitfalls of Leaning into DEI Issues without Conducting Customer Research
By Keith Kirkpatrick April 27, 2023
Diversity, equity, and inclusion (DEI) has become a major issue for both companies and the customers that purchase from them. But the backlash and boycotts against Bud Light and its parent, Anheuser-Busch, began nearly immediately after Bud Light...
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Survey Finds Consumers Are Wary of Generative AI
- By Keith Kirkpatrick April 24, 2023
A recent survey conducted by CX platform DISQO found that although companies are continuing to invest in and develop AI tools and content, consumers are largely unfamiliar with generative AI technology, and will require education on how it is being...
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New Research from 1E, eGain and KMWorld, MoEngage, Talkdesk, and Insightly
- By Alex Gaw April 21, 2023
1E: IT Managers Say “No” to Surveillance Tech Monitoring Employee Productivity A majority of IT managers do not favor the use of productivity surveillance technology, and believe that tools for monitoring employee productivity and tracking...
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Khoros Announces Trustpilot Integration and Cerby Partnership
- By Sherril Hanson April 19, 2023
Social media and reviews are important channels for both customers and brands. Customers expect them as feedback options, and they have high expectations around response times. How smoothly these processes go have implications for overall CX, not...
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New Research from Merkle, Qualtrics, and Workhuman-Gallop Collab
- By Alex Gaw April 11, 2023
Merkle: Consumers Prefer Rewards for Everyday Needs, Like Groceries The new 2023 Consumer Prizing Report from data-driven CX management services provider Merkle reveals that nearly three-quarters of consumers prefer grocery gift cards as a...
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The Digital Economy Spurs New Expectations and Opportunities
- By Alex Gaw April 10, 2023
New research from Adobe reveals that the digital economy—the result of companies undertaking digital transformation—is creating new rules, expectations, and opportunities. The research, first unveiled during the Adobe Summit...
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Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
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Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
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Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
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