Establishing Brand Loyalty in Healthcare as a Futureproofing Strategy
By Andrew Broderick March 14, 2022
The COVID-19 pandemic influenced consumers’ trust and engagement with healthcare, and challenged providers in innumerable, unforeseeable ways that today are helping establish digital platforms as the foundation for the industry’s customer...
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Insider, Cross-Channel CX Platform Provider, Earns Unicorn Status
By Alex Gaw March 11, 2022
Insider, the provider of a cross-channel CX platform based in Singapore, announced on March 7 that it had achieved unicorn status after obtaining $121 million in Series D funding. The company now carries a valuation of $1.2 billion. The funding...
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New Research Studies: Avaya, Hiya, Gartner, Salesforce, and PwC-FICCI
- By Alex Gaw March 10, 2022
In this roundup, much of the new research has to do with organizational success. From Avaya comes a new study on the relationship between business success and the so-called “Total Experience” approach. In Hiya’s new report, the popularity of...
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New EX Products: Momentive, QuestionPro, Experience.com, Motivosity, and DaysToHappy
By Sherril Hanson March 9, 2022
Products and solutions that support the growing employee experience segment have been introduced at a fast clip during the start of 2022, with a focus on offerings that help companies plan and launch EX programs and strategies, gather data, reward...
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Using Co-Browsing to Improve Customer Experiences
By Keith Kirkpatrick March 8, 2022
The old adage “show, don’t tell” is apropos in today’s visually dominant and increasingly complex world, particularly for organizations that interact with customers through the web or mobile devices during sales or support activities....
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New Research from SugarCRM, Eagle Hill, Adobe, Blueshift, and Qualtrics
- By Alex Gaw March 7, 2022
In this roundup, a batch of new research reports examines a diverse set of issues. For SugarCRM, an unusual customer turnover rate at US businesses could be a harbinger of trouble. Meanwhile, the worsening day-to-day work experience of US...
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Enterpret Launches to Support Customer Feedback Intelligence
- By Sherril Hanson March 4, 2022
Enterpret, a new company in the customer insights and feedback segment has launched, buoyed by a $4.3 million seed round led by Kleiner Perkins, with participation from Sequoia Capital India, Unusual Ventures, and angel investors. With offices in...
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Leveraging Cutting-Edge Digital Communications Channels for CX
- By Keith Kirkpatrick March 3, 2022
Most organizations have extensive experience using voice as a primary engagement channel through which customers can interact with the organization. Other channels, such as short message service (SMS)/text, web chat, social media, and mobile...
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Customer Insights and Feedback Empowers the EX-CX Link
- By Sherril Hanson March 2, 2022
There is no longer room for debate that employee experience (EX) is closely linked to gains or losses in CX. Customer insights and feedback software and solutions provide the fuel to allow this EX/CX integration to be successful. Many technology...
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Evaluating Chatbots for Customer Support Applications
- By Keith Kirkpatrick March 2, 2022
A key technology used to aid in call deflection within a contact center is the chatbot, a text or voice-based interface that is deployed on the website or within an application to simulate conversation with users and seamlessly support users. Many...
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Alchemer’s Customer Feedback Platform Finds Favor with Amdocs
- By Alex Gaw March 1, 2022
Alchemer, the survey software provider headquartered in Boulder, Colorado, says its customer feedback platform has found a home at global business services firm Amdocs, which leverages Alchemer’s voice of the customer (VoC) technology as part of...
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Zoom Launches New Contact Center CX Offering
- By Alex Gaw February 28, 2022
Four months after failing on a multibillion-dollar bid to acquire a call center platform, video conferencing company Zoom now has its own contact center solution that is optimized for video interaction with customers, combined with unified...
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Employee Experience
Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies
Read MoreCX in the Healthcare Industry
Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
Read MoreCX Market Forecasts
Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
Read MoreCustomer Insights & Feedback
Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
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