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Connecting Patients, Payers, and Providers to Provide Better CX in Healthcare Delivery

Despite the relatively complex, interdependent spheres of patient needs, provider services, and payment structures, the healthcare industry is among the most widely used ecosystems. However, healthcare use and spending dropped significantly during...

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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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Businesses Are Better at Handling Customer Expectations Because of Pandemic, Journal Says

The COVID-19 pandemic compelled brands to speed up their digital transformation that led to vast improvements in brand experiences for customers, according to the publication Customer Strategist, which also covered the way industries responded to...

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IQVIA Unveils AI-Powered Tech to Enhance Medical Information Contact Center Services

IQVIA, the giant Connecticut-based provider of biopharmaceutical and commercial outsourcing services to the life sciences industry, has begun to deploy technologies powered by artificial intelligence (AI) to boost the patient experience and that of...

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Adobe Expands Digital Transformation Capabilities to Healthcare and Patient Experience

Adobe is expanding the customer experience management (CXM) capabilities of a current product offering into the realm of healthcare, the company said on its website when announcing the solution. Key features of the expanded offering, called...

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AI-Focused Firms Fuel Numerous CX Acquisitions This Year

A number of consolidations continue to occur in the CX industry, with companies specializing in artificial intelligence (AI) forming many targeted acquisitions this year. The buyouts are sending a clear message, analysts say: first, that the CX...

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Omnichannel Approach to Delivering Personalized CX is a Key Factor in CX Market Growth, According to Dash Research Forecast

The goal of providing a good CX is certainly not new; smart organizations have realized that mutually beneficial, long-lasting relationships with their customers usually have a positive impact on the company’s bottom line. While some companies...

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Balancing Privacy with Patient Convenience in Healthcare

A key driver of CX is the relative level of effort it takes to accomplish a task when interacting with a company or service provider. A customer effort score (CES) is a metric that focuses on a single touchpoint or interaction and can be used to...

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Medallia to Be Acquired by Investment Firm Thoma Bravo

In an all-cash transaction valued at $6.4 billion, global customer and employee experience company Medallia has agreed to be acquired by Thoma Bravo, one of the world’s largest software-focused private equity firms, both organizations announced...

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Latest Research

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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