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New Reports Address an Array of Present-Day CX Issues

In this roundup of new industry and research reports, we turn our lens on two critical participants in every CX journey: the employee and the consumer. The first three summaries relate to current concerns affecting employees in their wellbeing and...

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Notable CX Acquisitions and Fresh Funding in the First Week of February

A number of notable acquisitions and new funding rounds took place in the first week of February, including several transactions that were announced on February 3. Our roundup includes the newsmakers that successfully closed deals or raised fresh...

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WorkForce Software Fine-Tunes Labor Forecasting Tool

WorkForce Software, the provider of workforce management and employee experience (EX) solutions, is making available the latest version of its labor forecasting software, with predictive and analytical capabilities that have been fine-tuned in...

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Companies Join Forces to Partner on CX Initiatives

Stories of successful team-ups and collaboration abound as companies join forces in striving to improve their CX offerings, exemplified by the four recent cases profiled below. Azadea Group Celebrates Fruitful Collaboration with MoEngage The...

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From Consumers to Workers, New Research Reports Shed Light on a Range of CX Perceptions and Trends

Several new studies and research reports of the past two weeks shine a light on the continuing evolution of CX and its various components in the face of an unrelenting pandemic. The latest findings are summarized below. Qualtrics: Gen Z Are the...

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US Workers 55 Years Old and Older Leave Their Jobs From Lack of Management Support

A new report reveals that American workers over 55 years old are more likely to have an employer who does not provide resources for guidance and professional development for this age segment, which could well account for the large number of job...

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Addressing Labor Shortages Through Better Employee Experience

As the calendar nears the end of the first month of 2022, it is clear that many of the CX issues and trends raised in Dash Network’s December 2021 white paper focusing on the CX industry in 2021 are likely to continue in 2022, though factors...

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Customer-Facing Workers in UK Are Burned Out

Customer-facing workers employed in the UK contact center industry are burned out or perilously close to being so, citing heavier workloads and longer hours since the COVID-19 pandemic began, without a commensurate promotion or increase in pay,...

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Microsoft Introduces New Features in Teams and Viva to Help Frontline Workers

Microsoft is launching new capabilities in its Teams and Viva platforms, while also introducing joint offerings with industry partners in a combined initiative to support frontline workers, following new research from the company showing that many...

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Beyond Tech: Training Employees to Deliver Better CX

Technology tools, such as artificial intelligence (AI), automation, and integrated, omnichannel communications platforms, can be extremely useful in providing an excellent customer experience. However, any investment in technology is wasted if...

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EX Platform Provider WeSpire Unveils New Employee Carbon Management Solution

WeSpire, the employee experience (EX) platform provider with an environmental, social, and governance (ESG) focus, has introduced a solution enabling companies to track and act on the carbon footprint generated by their workers. The Employee...

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New Report Affirms Imperative Role of CXM Solutions for 2022

A new report on emerging trends in the CX industry underscores the strategic importance of customer experience management (CXM) solutions as businesses strive to find ways to attract, maintain, and expand their customer base, while continuing to...

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Latest Reseach

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

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CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

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CX Market Forecasts

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

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Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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