Genesys Broadens Experience Reach with the Cloud EX Launch
By Sherril Hanson May 23, 2023
The News: Global experience orchestration provider Genesys has introduced Genesys Cloud EX, a solution focused on supporting employees within and beyond the contact center with AI-driven workforce forecasting and scheduling, gamification and...
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Grammarly Incorporates Generative AI to Improve Workflow and Productivity
By Keith Kirkpatrick May 22, 2023
The News: Grammarly, a company best known for utilizing AI and human expertise to help people develop, compose, revise, and understand communications, announced several new enhancements and features designed to improve workflow and productivity...
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Continuous EX Measurement Allows for Increased Ability to Make Positive Change
- By Sherril Hanson May 18, 2023
The News: Real-time coaching and guidance solution provider Cogito has introduced a new EX measurement that leverages a machine learning (ML) model to determine how contact center agents are feeling after each of their daily customer...
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Google Cloud’s Generative AI Comes to UKG’s HCM Suites
- By Sherril Hanson May 15, 2023
The News: Human capital management (HCM) solution provider UKG and Google Cloud have expanded their partnership, bringing Google Cloud’s generative AI technology into UKG’s HCM suites. UKG is now an early partner that will be using Google...
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Data Reinforces ‘Don’t Ask for Feedback You Are Not Prepared to Act On’
- By Sherril Hanson May 8, 2023
In the experience world, both for customer and employee, there is real risk in not responding to feedback. Both groups must feel like their voices are heard and that concerns will be addressed. If repeatedly asked for feedback without any...
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Microsoft Announces Copilot in Microsoft Viva
- By Sherril Hanson April 28, 2023
Microsoft has been introducing enhancements to its Viva employee experience (EX) platform at a fast pace since the platform’s launch, and last week saw several notable announcements. Additionally, Microsoft released research that ties employee...
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Playvox Brings a Strong Focus on Agent Engagement
- By Sherril Hanson April 24, 2023
I recently had a conversation and demo with Playvox, a quality and workforce management solution provider that has a strong focus on agent engagement. Playvox has targeted agent engagement since the firm’s inception, and has also been a...
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Updates to Oracle ME Focus on Learning, Skills, and Career Mobility
- By Sherril Hanson April 20, 2023
Oracle has announced updates to Oracle ME, an employee experience (EX) platform that was launched about a year ago. Oracle ME is found within Oracle Fusion Cloud Human Capital Management and encompasses HCM Communicate, Journeys, Touchpoints,...
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Zoom to Acquire Workvivo
- By Sherril Hanson April 17, 2023
Zoom has announced it will be acquiring employee experience platform provider Workvivo. Workvivo is a comprehensive platform, including technologies that touch on many of the most important contributors to employee experience (EX):...
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Government Employees Burned Out from Workload and Staffing Shortages
- By Sherril Hanson April 12, 2023
The U.S. government has been putting effort and money into improving customer experience at the federal level. Recent data from Eagle Hill Consulting indicates that government agencies need to look inward as employees increasingly struggle with...
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Investigating and Purchasing EX Technologies: Prep Work, Purchasing, and Post-Implementation
- By Sherril Hanson April 10, 2023
One of the trends that is clear for end users when looking at employee experience technologies is that there is not a one-size-fits-all solution. Company size, budget, employee base, and demographics are all considerations, as are factors such as...
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Companies Still Investing in Employee Listening Programs
- By Sherril Hanson March 24, 2023
In the CX world, there has been a lot of chatter about what this year might look like with budget cuts and potentially leaner organizations. All signs point to CX being particularly needed, and that investments in digital CX will continue, with...
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