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Staffing Issues Continue in Travel and Hospitality

According to the World Travel and Tourism Council (WTTC), at the height of the COVID-19 pandemic in the spring of 2020, an astonishing 1 million travel and tourism jobs were being lost every day around the world. The slowdown in the industry, in...

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Cisco Unveils New Webex Features

Cisco, the computer networking conglomerate headquartered in Silicon Valley, is implementing new features for its Webex video conferencing ecosystem meant to support hybrid work environments, the company said in a recent announcement. The new...

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Medallia Research: Three Practices Separate EX Leaders from Laggards

New research from global CX and employee experience (EX) company Medallia identifies three key practices that separate EX leaders from the laggards. The common element in all three practices, the research discovered, was a consistent focus on...

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Survey: More US Employees Feel Empowered to Discuss Well-Being Issues With Employers

A new survey shows that the number of American workers today who feel safe in disclosing to colleagues the state of their physical or mental well-being is up considerably compared to levels a year ago. That number, which translates to 78%, is...

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Managing Employee Experience Amid COVID-19 Vaccine Mandates

One of the most contentious issues to arise from the COVID-19 pandemic has been the establishment of vaccine mandates, which essentially require all employees of an organization to receive the COVID-19 vaccination in order to remain employed. In...

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CX Solutions Maker Genesys to Acquire Pointillist and Exceed.ai

Genesys, the Daly City, California-based provider of CX and call center solutions, is acquiring Pointillist and Exceed.ai in its goal to transform the customer and employee experience, the company announced on its website. Pointillist is an...

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Report: Great Resignation Occurring Because of Employee Burnout and Disaffection

Feeling burned out and underappreciated, employees left their jobs in droves this year, with more than a quarter of dissatisfied workers quitting even without having a new job lined up, a new research report from employee experience (EX) platform...

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ServiceNow’s Latest Now Platform Release Helps Businesses with Workflow, the Biggest Challenges of the Hybrid Work Era

ServiceNow, the cloud-based workflow automation platform for the enterprise, has released Rome, the latest version of its Now Platform aimed at helping organizations adapt to the hybrid work model favored by workplaces today, the company said in a...

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ASAPP Report: Why Turnover of US Contact Center Agents Is So High

A new report from ASAPP, the research-based provider of artificial intelligence (AI) software, identifies three major themes associated with the high turnover of US contact center agents and their corollary impact on the worldwide CX...

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Alvaria Announces Two New Application Suites for the Enterprise

Alvaria, which was recently formed by the merger of Aspect Software with Noble Systems, is releasing two application suites for its enterprise contact center portfolio—one aimed at fostering CX, and the other intended to maximize the employee...

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Qualtrics and Mercer Join Forces for Employee Experience Betterment

Qualtrics and Mercer are joining forces in a partnership to help companies provide a more meaningful employee experience (EX), a news release from Qualtrics indicated on the company’s website. The joint initiative, which will enable...

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New Gartner Survey Identifies Six Gaps Critical to Future Employee Experience

A new study from Gartner says that a troubling gap in perception is emerging between executives and employees on areas such as flexible work practices and trustworthiness—issues that could significantly affect employee work strategies in the...

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Latest Reseach

Artificial Intelligence for CX Applications

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of AI Within CX Platforms and Applications

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CX Market Forecasts

Consumer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

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CX in the Telecommunications Industry

Software Platforms, Applications, and Services: Global Market Analysis and Forecasts

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CX in the Retail Industry

Software and Services for Customer Data & Analytics, Customer Relationship, Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Employee Experience and Customer Feedback

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