Booking a Trip? The Digital Experience Matters
By Sherril Hanson May 30, 2023
The News: Digital experience analytics provider Glassbox released research demonstrating how small friction points will cause customers to walk away from a brand’s digital experience and move on to a different one. According to the research,...
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Personalization and Deep Understanding Need to Be at the Heart of Patient Experience
- By Sherril Hanson May 25, 2023
Dr. Adrienne Boissy, Chief Medical Officer, Qualtrics The field of experience management covers not just customer and employee experience, but other categories that are not quite the same as being labeled a “customer” or “consumer,” such...
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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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Using Contextual Data to Fight Fraud While Improving Customer Experiences
By Keith Kirkpatrick May 23, 2023
The News: Digital fraud continues to rise across a variety of industry groups, according to the TransUnion 2023 State of Omnichannel Fraud Report, with the study indicating that 4.6% of all customers’ digital transactions globally were...
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Call Center Satisfaction Weighs Down Overall Wireless Service Ratings
- By Keith Kirkpatrick May 23, 2023
The News: Call center satisfaction garnered the lowest customer ratings across each category of wireless carriers, hovering around the 70-71 mark across mobile network operators (MNOs), full-service mobile virtual network operators...
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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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Real-Time Engagement Builds a Better Patient Experience
- By Sherril Hanson May 22, 2023
The use of feedback technology in the healthcare sector is nothing new. Providers have been required to do follow-up surveys for years. However, the broadening view of patient experience (PX), as well as the deepening focus on healthcare employee...
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Zendesk Announces New AI Intelligence Layer to Power Seamless Interactions
- By Keith Kirkpatrick May 19, 2023
The News: Zendesk AI, an intelligence layer that combines the company’s data and insights with new AI technologies, including the company’s proprietary models, generative, and large language models (LLMs), was announced May 10 at Zendesk’s...
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Delta Airlines Rolling Out Personalized Digital Experience for Mobile Devices
- By Sherril Hanson May 19, 2023
The News: First announced at CES 2023, Delta Sync has started rolling out on domestic mainline flights equipped with free Wi-Fi by T-Mobile. Described as a platform that serves up personalized content, access, and offers, passengers use their...
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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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SugarCRM Enterprise Release Features New User Experience Improvements
- By Keith Kirkpatrick May 17, 2023
The News: SugarCRM announced in early May the addition of powerful new user experience (UX) improvements via the launch of Sugar Enterprise+, its salesforce automation platform for on-premises customers. The newest version of the Sugar...
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CX Customer Wins for SugarCRM, goHappy, Qualtrics, Doxim, and MoEngage
By Alex Gaw May 15, 2023
SugarCRM to Help Australia’s Barnardos Care for Vulnerable Children SugarCRM has been selected by Barnardos, one of Australia’s largest children’s charities, to help the organization carry out its mission of caring for children at risk of...
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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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