Realistic CX Expectations Are Key to Return to Travel
By Sherril Hanson September 23, 2022
By This past month I took my first international trip since 2019. Armed with my knowledge of the CX technology stack that many travel and hospitality companies would potentially be using to deliver a good experience, I was fully prepared to come back...
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CallMiner Report: Firms Are Unable to Spur Stronger CX for Various Reasons
- By Alex Gaw September 23, 2022
By Companies do not collect all the data they need in order to drive positive CX, and the limited data collection is holding back organizations from effectively analyzing data to uncover insights and intelligence that result in meaningful action,...
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New Customer Wins for LivePerson, Vonage, Qualtrics, SugarCRM, and Tata CS
- By Alex Gaw September 23, 2022
LivePerson and its AI Platform to Improve CX Journey at Capitec Bank LivePerson, the provider of a conversational artificial intelligence (AI) platform, is in a strategic partnership to transform the CX of Capitec Bank, South Africa’s biggest...
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HR Tech Conference Yields a Variety of Announcements
- By Sherril Hanson September 22, 2022
In a press release prior to the event, the HR Technology Conference & Exposition stated there would be 80+ product launches announced. While there were announcements across many technology areas, a few segments in particular yielded a deluge of...
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The CX World Grapples with a ‘People Paradox’ Issue
- By Alex Gaw September 21, 2022
A new report by MIT Technology Review Insights points to a grim irony currently at work in the way CX employees are treated by business concerns in the post-pandemic era. A so-called “people paradox” is discernible when it comes to CX staff,...
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New CX Research from FMI, Braze, Heap, Yotpo, and SMG
- By Alex Gaw September 21, 2022
FMI: Inflation is Worrisome for US Food Industry Food retailers and suppliers both agree that the current inflationary economic climate is not favorable to the food industry, states a new report from Food Marketplace Inc. (FMI), the trade...
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Customer Wins for Pegasystems, MeBeBot, Algonomy, DigitalWell, Centrical, TTEC Digital
- By Alex Gaw September 20, 2022
Pegasystems Deploys Financial Services Software at First Federal Credit Union Pegasystems, the provider of a low-code software platform headquartered in Cambridge, Massachusetts, is reporting success in the deployment of its artificial...
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Focus on Wellbeing Is Core to Employee Experience
- By Sherril Hanson September 19, 2022
The massive shifts caused by the Covid-19 pandemic have been deeply felt across all industries and at every department level within B2C and B2B companies. The effect on the global workforce has been profound, with companies around the world...
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Leveraging CDPs to Turn Customer Data into Action
- By Keith Kirkpatrick September 19, 2022
By Customer data platforms (CDPs) are software applications that are designed to consolidate and manage customer data across all touchpoints to provide a unified view of the customer and their entire journey. They are designed to help organizations...
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How Social Listening Can Improve CX
- By Keith Kirkpatrick September 19, 2022
Capturing customer feedback through surveys can be extremely useful, particularly when detailed information is provided immediately after an interaction has taken place. But many insights and details about a product, service or brand may not...
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Algolia Acquires Search.io, Enghouse Buys VoicePort; Stratifyd, OneSignal Raise Funds
- By Alex Gaw September 16, 2022
Algolia Acquires Search.io, Combining Keyword and Vector Search Algolia, the provider of a hybrid search engine combining keyword and vector search, is acquiring Search.io, whose flagship product, Neuralsearch, is a vector search engine...
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Department of Homeland Security Launches Hiring Initiative to Transform CX
- By Alex Gaw September 16, 2022
The U.S. Department of Homeland Security (DHS) has launched a new hiring initiative to transform its CX and improve service delivery. The largest CX hiring initiative of its kind by any federal agency, the new program aims to hire hundreds of...
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Latest Research
CX 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
Read MoreOmnichannel Customer Engagement
Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software
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