News Archives - Dash Network

Content Guru Teams Up with Bechtle in New Partnership

By Alex Gaw November 23, 2021

Content Guru, a leading provider of cloud communications and contact center solutions based in the UK that counts that country’s National Health Service (NHS) as a client, has formed a new partnership with Bechtle AG, Germany’s largest IT...

Salesforce Report: Rising Shopper Expectations Put Pressure on Brands and Retailers to Redefine Customer Engagement Strategies

By Alex Gaw November 22, 2021

A new report from leading customer relationship manager (CRM) platform provider Salesforce sheds light on how COVID-19 permanently upended shopping for consumers and brands alike, raising shopper expectations in significant ways, while dramatically...

Customer Relationship Management Travel & Hospitality

Customer Relationship Management in Travel & Hospitality

By Sherril Hanson November 19, 2021

Customer relationship management (CRM) is one of the key functional areas in the CX landscape. The use of CRM systems offers benefits in any industry, enabling the tracking of customer interactions and information, eliminating manual activities,...

Customer Insights & Feedback Surveys

Bad CX Accounts for $4.7 Trillion in Global Consumer At-Risk Sales

By Alex Gaw November 18, 2021

In two separate Qualtrics studies, the importance to consumers of good CX took center stage as fallout from the reverse—shoddy or poor CX—translated into a risk of staggering trillion-dollar losses for businesses worldwide and to consumers...

Artificial Intelligence Financial Services Mergers & Acquisitions

Exotel Acquires Chatbot Developer Cogno AI

By Alex Gaw November 18, 2021

Exotel, a provider of cloud-based telephony services in India, has acquired fellow Indian communications platform and artificial intelligence (AI) chatbot developer Cogno AI, in a cash-and-stock deal aimed at expanding the growing company’s...

Personalization & Optimization Retail

Using Appointment-Based Shopping to Improve CX

By Keith Kirkpatrick November 18, 2021

The COVID-19 pandemic ushered in many changes, particularly in retail, where the implementation of customer and employee safety protocols, such as sanitizing stations, mask wearing, and social distancing, became commonplace. But even as...

Financial Services Investment

Private Equity Firms Maintain a Hearty Appetite for CX Growth Investments

By Alex Gaw November 17, 2021

Podium On November 15, communication and payments platform Podium announced it had raised $201 million in Series D funding led by YC Continuity, bringing Lehi, Utah-based Podium’s valuation to more than $3 billion. YC Continuity is...

Travel & Hospitality

Passenger Tracking Systems: A Behind the Scenes CX Technology

By Sherril Hanson November 17, 2021

As the travel industry sputters toward recovery, those in the industry are turning an eye toward technologies that ease painful operational issues, and that provide a positive experience and impression for customers. The patterns of moving through...

Personalization & Optimization Surveys

Personalization Is Important, but Marketers Face Many Obstacles

By Alex Gaw November 16, 2021

Personalization may be important for companies to achieve increased revenue and enhanced CX, but marketers for global retail brands are frustrated by multiple challenges in their efforts to implement the desired trait. The finding is contained...

Customer Relationship Management Personalization & Optimization Surveys

B2B Personalization for CX Vendors

By Keith Kirkpatrick November 16, 2021

One of the key strategies used by business-to-consumer (B2C) companies to improve CX is to personalize each interaction. By capturing and using customer journey data, companies can provide a more personalized experience across marketing, sales, and...

Contact Center Customer Relationship Management

Is Cutting Customer Service the Answer for Companies to Cope with Rising Inflation?

By Alex Gaw November 15, 2021

With inflation surging this year, companies across industries are responding not by slashing prices, but by cutting customer service. This was the conclusion reached by a story in The New York Times that recounted how firms were taking steps...

Artificial Intelligence Telecommunications

Telecom Providers See AI as the Secret Sauce for CX

By Sue Marek November 15, 2021

Telecom operators around the world are laser-focused on upgrading their wireless networks from 4G to 5G so they can deliver faster network speeds with less delay and accommodate all types of new applications, from cloud gaming to streaming video....