Momentive, Conductrics, and Reputation Announce Enhancements and Integrations
By Sherril Hanson August 22, 2022
A few new announcements in the Customer Insights & Feedback segment focus on integrating survey data for optimization and experimentation purposes, integrating feedback and analysis capabilities with a data flow from Zendesk, and enhancing...
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Enticing Customers to Provide Feedback
By Keith Kirkpatrick August 15, 2022
According to a 2021 report from McKinsey & Co., 93% of CX leaders surveyed in 2019 and 2020 relied mostly on customer satisfaction scores and other survey-based feedback to evaluate and assess their companies’ CX strategies. That survey also...
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Bain & Company Launches NPSx for CX Training and Certification
By Alex Gaw August 1, 2022
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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New Harvard Publications Report: Effective Customer Engagement is Critical
- By Alex Gaw August 1, 2022
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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New Research from Podium, Talkdesk, Smartly.io, SimplicityDX, and Influence Mobile
- By Alex Gaw July 25, 2022
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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InMoment, Forsta, LivePerson, and Rectangled Introduce New Products
- By Sherril Hanson July 22, 2022
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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Persado Launches Customer Motivation Report
- By Alex Gaw July 22, 2022
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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Tracking Feedback Along a Customer Journey: cxomni
- By Sherril Hanson July 19, 2022
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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Review Data Grows in Importance as Another Information Stream
- By Sherril Hanson July 18, 2022
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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Latest Research from Idomoo, Mitto, Verint, LiveXchange, and Amperity
- By Alex Gaw July 15, 2022
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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Benefits of Insights & Feedback Technologies for End Users
- By Sherril Hanson July 14, 2022
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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New Research from Merkle, Twilio, Smart Communications, FullStory, and Emplifi
- By Alex Gaw July 4, 2022
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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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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