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omnichannel customer engagement

Omnichannel Engagement Is Becoming a Centerpiece of Customer Experience Strategy for Many Organizations

Although brands have been transforming their customer experience (CX) models over the last several years, the COVID-19 pandemic accelerated many organizations’ plans for deploying omnichannel engagement strategies, according to a new report from...

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omnichannel customer engagement

Omnichannel Engagement Is Becoming a Centerpiece of Customer Experience Strategy for Many Organizations

Although brands have been transforming their customer experience (CX) models over the last several years, the COVID-19 pandemic accelerated many organizations’ plans for deploying omnichannel engagement strategies, according to a new report from…

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CX for contact centers

Contact Center Customer Experience Software and Services Revenue Will Surpass $18 Billion by 2026

Today’s business-to-consumer (B2C) and business-to-business (B2B) organizations have been evolving their call centers into contact centers, which are designed to take a more active role in delivering great customer experience (CX) via an…

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Customer Experience Revenue in the Travel & Hospitality Industry Declined by 33% Between 2019 and 2021

While all industry sectors have needed to pivot and flex to address the global pandemic, few other industries have had to reinvent their processes and solutions the way the travel & hospitality market has needed to. Constantly changing…

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Personalization and Customization Are an Increasing Part of Customer Experience Strategies in Data-Rich Industries Such as Healthcare, Telecommunications, Financial Services, and Retail

Given the wide range of options for the digital and physical ordering, fulfillment, and after-service care available to both consumers and businesses, a one-size-fits-all approach to customer experience (CX) is not only outdated, but a recipe for…

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The Customer Experience Market Ecosystem is Being Transformed by a High Level of Consolidation and Investment Activity

The customer experience (CX) market ecosystem is a broad web of solutions and technologies aimed at smoothing out a customer’s journey from start to finish and providing a personalized and engaging experience. On the technology provider side,…

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The Retail Industry Customer Experience Market Will Reach $10.9 Billion in Revenue by 2026, According to Dash Research

The COVID-19 pandemic and its related recovery trajectory have impacted a wide range of industries, but perhaps none as visible as retail and e-tail. Disruptions to both customer-facing processes (shopping, purchasing, and returns), as well as…

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The Customer Experience Market in 2022 Will Continue to Be Heavily Influenced by Labor Issues, Supply Chain Disruptions, and Health and Safety Concerns

As 2021 draws to a close, it is clear that the events and responses to the COVID-19 pandemic continue to significantly impact the customer experience (CX) market, according to a new webinar and companion white paper produced by Dash Research. While…

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Artificial Intelligence Capabilities Are Quickly Becoming Essential for Customer Experience Initiatives

Artificial intelligence (AI) has become nearly ubiquitous across a range of industries and use cases. The customer experience (CX) discipline is no different, according to a new report from Dash Research; AI is being used across both…

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Customer Experience and Customer Engagement Market to Surpass $100 Billion in Annual Worldwide Revenue by 2026

Customer experience (CX) and customer engagement (CE) initiatives continue to be a major priority for organizations around the world, especially in light of the significant changes and disruptions to customer relationships that emerged as a result…

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CX After COVID-19

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  • Keith Kirkpatrick
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State of the CX Market

An On-Demand Webinar
  • Keith Kirkpatrick
  • Clint Wheelock