Taming Customer Feedback Data into Insights and Action
By Sherril Hanson May 24, 2022
By There is no shortage of technology solution providers in the customer insights and feedback space, ranging from those who offer end-to-end solutions to those who focus in on just one or two areas of the insights and feedback chain. One of the areas...
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The Impact of Vocal Tones on Persuasiveness
- By Keith Kirkpatrick May 23, 2022
By The results of a study published in February 2022 in the Journal of Consumer Research found that persuasiveness is often driven by vocal tones that denote focus, low stress, and stable emotions. While the research centered on the vocal tones in...
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Customer Wins: HappyOrNot, Emplifi, Avtex Solutions, Satisfyd, and 3CLogic
- By Alex Gaw May 23, 2022
By This new roundup of customer wins includes two automotive-related success stories from overseas: the collaboration between Finnish terminals manufacturer HappyOrNot with Lexus Manila in the Philippines, and the partnership of Ohio software firm...
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Alchemer Boosted by Significant KKR Investment
- By Sherril Hanson May 20, 2022
Alchemer announced an investment from KKR via KKR Ascendant, a new strategy within KKR’s Americas Private Equity platform that focuses on investing in middle market businesses. While financial terms of the deal were not disclosed, it is a...
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Qualtrics Introduces Employee Experience ID and Employee Journey Analytics
- By Alex Gaw May 20, 2022
Qualtrics, the provider of a cloud-based subscription software platform for experience management, announced two recent additions to a core experience module aimed at helping companies better understand the full employee journey, with the twin...
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Oracle Adds Customer Data Platform Functionality to Oracle Service
- By Alex Gaw May 20, 2022
Oracle recently announced an update to Oracle Service with new functionality that embeds data from Oracle Unity Customer Data Platform (CDP). The two CX apps are components of Oracle Fusion Cloud CX, and together they leverage artificial...
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Declining Retail Sales Should Not Mean Abandoning CX Efforts
- By Keith Kirkpatrick May 19, 2022
Rising inflation and supply chain issues appear to have hit two major retailers hard this earnings season, with two bellwethers missing Wall Street’s earnings forecasts, plunging each company’s stock price downward on May 18. Target reported a...
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Microsoft Viva Goals Module Highlights a Roundup of New EX Products
- By Sherril Hanson May 19, 2022
New product launches in the employee experience (EX) segment focus on some of the friction points in an employee’s journey – performance management and goal setting, communication, training, and career growth. Microsoft deepens the Viva...
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M&A News: Concentrix, Disqo, AskNicely, All for One Group, and OpenWeb
- By Alex Gaw May 18, 2022
In this latest M&A roundup, among the acquisitions that published financial details of their transactions were two that fetched hundred-million-dollar prices. The buyout by Concentrix of ServiceSource was the larger deal, passing the $130...
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Creating a Boutique Experience to Improve CX
- By Keith Kirkpatrick May 17, 2022
Luxury goods and services traditionally have been differentiated from their mass-market cousins via enhanced marketing, purchasing, and service experiences that are designed to align with the brand’s prestige and positioning. Many of these...
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We Are Working – Really!
- By Keith Kirkpatrick May 17, 2022
New York City Mayor Eric Adams late last month roundly criticized members of the New York City Police Department who were spotted by civilians standing around and looking at their phones. The former NYC transit officer asked commuters to take...
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Twilio: Nonprofits Outperform Private Sector in Digital Engagement
- By Alex Gaw May 16, 2022
New and recent research on nonprofit organizations from Twilio, the San Francisco-based provider of a customer engagement and cloud communications platform, shows that nonprofits outpace the private sector in digital engagement, but achieving or...
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