Consumer Insights Into US Patient Experience
By Andrew Broderick December 20, 2021
By A positive patient experience (PX) is an important goal in its own right, but also increasingly recognized as an independent dimension of healthcare quality. Substantial evidence points to a positive association between various aspects of PX and...
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Mass Consumer Dissatisfaction with Business in India, New Qualtrics Report Notes
- By Alex Gaw December 17, 2021
By A global trends report found near-universal dissatisfaction among consumers in India with their experience as customers this year, which could be exacting a substantial toll on business in the world’s second most populous country. The findings...
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Qualtrics Announces Plan to Create 400 New Jobs and Build Massive Office Hub
- By Alex Gaw December 15, 2021
Qualtrics, the experience management and CXM platform, has committed to new investment and expansion plans that would include the creation of new jobs in the nation’s capital, as well as the building of a new hub for product innovation in...
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CXM Firm Alida Receives New Equity Investment
- By Alex Gaw December 10, 2021
Alida, the Canadian developer of CXM and customer insights software, said in a recent announcement that it was the recipient of an equity investment from fellow Canadian entity BMO Capital Partners, a major source of subordinated debt and minority...
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Empathy Mapping for CX
- By Sherril Hanson December 10, 2021
By If you were to create a word cloud to track the trending words in CX, “empathy” would take up some sizable real estate. The ability to understand the feelings of a customer can lead to a more personalized approach or offering, as well as better...
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Twilio Research: Significant Gap Revealed in CX Qualities Most Desired by Consumers
- By Alex Gaw November 30, 2021
New research on consumer interaction with brands reveals a large and substantive gap between the CX qualities desired by consumers and what they, in fact, receive from companies. The research on industry perception and engagement statistics is...
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Bad CX Accounts for $4.7 Trillion in Global Consumer At-Risk Sales
- By Alex Gaw November 18, 2021
In two separate Qualtrics studies, the importance to consumers of good CX took center stage as fallout from the reverse—shoddy or poor CX—translated into a risk of staggering trillion-dollar losses for businesses worldwide and to consumers...
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Zendesk to Acquire Momentive of SurveyMonkey Fame
- By Alex Gaw November 2, 2021
Global customer relationship management (CRM) firm Zendesk is set to acquire online experience management company Momentive, formerly known as SurveyMonkey, in an all-stock transaction that will be growth accretive for Zendesk by 2023 and...
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Significant Disconnect Exists Between Consumers and Business Leaders on Issues of Trust
- By Alex Gaw November 1, 2021
A new joint report by Deloitte Digital and Twilio shows that a significant chasm exits between consumers and US business leaders when it comes to trust, with many leaders overly confident about the extent of customer trust in their brands. The...
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Customer Feedback in Travel and Hospitality: Inputs from Everywhere and Anywhere
- By Sherril Hanson October 13, 2021
A customer journey during travel can be a complicated, disparate, and non-linear meandering process through digital, voice, and in-person touchpoints. The “how did we do?” written card at the end of a hotel stay is all but ancient history,...
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Understanding the CX Metrics that Matter
- By Keith Kirkpatrick September 17, 2021
By Famed management consultant Peter Drucker once noted that “if you can’t measure it, you can’t improve it.” One of the key tenets in life is that customer experience cannot be measured directly, but keeping track of the factors that...
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Skeepers Group Launches CX Management, A Plug-in to Rationalize Customer Feedback
- By Alex Gaw September 10, 2021
The Skeepers Group, the French-based provider of software as a service (SaaS) solutions, has unveiled a new plug-in that collects data to help streamline the customer feedback process for brands, enabling brands to strengthen their...
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