Building the World's Largest Community of CX Professionals

Learn More
Travel and hospitality customer experience

Realistic CX Expectations Are Key to Return to Travel

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...

Read More
Gaps in CX program implementations

CallMiner Report: Firms Are Unable to Spur Stronger CX for Various Reasons

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,...

Read More
CX customer wins and case studies

New Customer Wins for LivePerson, Vonage, Qualtrics, SugarCRM, and Tata CS

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...

Read More
HR Technology Conference announcements

HR Tech Conference Yields a Variety of Announcements

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...

Read More
People Paradox study

The CX World Grapples with a ‘People Paradox’ Issue

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,...

Read More
CX research studies and surveys

New CX Research from FMI, Braze, Heap, Yotpo, and SMG

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...

Read More
CX customer wins and case studies

Customer Wins for Pegasystems, MeBeBot, Algonomy, DigitalWell, Centrical, TTEC Digital

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...

Read More
Employee wellbeing and employee experience

Focus on Wellbeing Is Core to Employee Experience

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...

Read More
Customer data platforms

Leveraging CDPs to Turn Customer Data into Action

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...

Read More
Social listening for better customer experience

How Social Listening Can Improve CX

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...

Read More
Customer experience mergers and funding news

Algolia Acquires Search.io, Enghouse Buys VoicePort; Stratifyd, OneSignal Raise Funds

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...

Read More
Department of Homeland Security customer experience

Department of Homeland Security Launches Hiring Initiative to Transform CX

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...

Read More

Latest Research

CX in the Healthcare Industry

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

Read More

CX Market Forecasts

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

Read More

Customer Insights & Feedback

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

Read More

Omnichannel Customer Engagement

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software

Read More