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Avaya contact center as a service

Avaya Showcases One Cloud CCaaS as Composable Solution

Avaya, the North Carolina-based multinational technology provider of cloud communications and workplace collaboration programs, is promoting its One Cloud CCaaS offering as a composable contact center solution that delivers a complete and...

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Customer reviews and feedback

InMoment Acquires ReviewTrackers

InMoment, a provider of experience improvement (XI) solutions, has completed an acquisition of ReviewTrackers, a customer review management and software company. The purchase will enhance InMoment’s ability to offer a platform that can ingest...

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M&A and Funding News on HqO, ServiceNow, Gupshup, Pega, and Immuta

Four mergers and acquisitions (M&A) stories and one on funding make up this new roundup. Regardless of the nature of the acquisition or funding taking place, however, the focal point of activity, as it turns out, remains the same: people. Two...

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Hotel customer experience

Two Hotel Chains Turn to CX Technologies to Improve Guest Experience

The ability to provide positive experiences for customers along digital and in-person touchpoints over the entire customer journey, from research and booking to check-in and boarding, to hotel departure and more, has always been a challenging task...

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Customer experience wins and case studies

Customer Wins for ISC-CX, Workato, Vonage, SMG, and Adobe

The customer wins in this roundup include some big names: Adobe, The Home Depot, Foot Locker, ISC-CX, and Vonage, among others. But regardless of the size or status of the collaborating companies, the partnerships have all proven valuable, yielding...

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Taco Bell customer experience technology enhancements

Using Tech and Physical Design to Meet Customer Priorities

Taco Bell announced earlier this month that it opened the first of its “Taco Bell Defy” stores in Brooklyn Park, Minnesota, which incorporates automated and other innovative technologies designed to speed up and improve the customer’s...

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Customer experience technology partnership

QuestionPro Partners with Acquis Cortico-X

QuestionPro and Acquis Cortico-X announced a collaboration to offer products and strategic services aimed at helping companies measure, discern insights, and take action from their data. Acquis Cortico-X is the experience transformation arm of...

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Customer experience research studies

New CX Research from Forrester, Sprinklr, WSO2, Lilt, and NICE

In this roundup of new research, the reports all zero in on the one indispensable component of CX—the customer—whose experience is measured to give rise to Forrester’s US CX Index ranking, and is the object of inquiry in Sprinklr’s...

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Employee recognition research

Recognition Is a Key Factor for Employee Engagement and Well-Being

Recent data collected by Workhuman and Gallup indicates that even with the demonstrated cost savings and value to company culture of implementing an employee recognition program, many companies are lagging in their focus on recognition, or are not...

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Consumer emotion and sentiment

Developing Deeper Emotional Connections with Customers

One of the most oft-repeated adages in life is that you do not remember what a person says to you, but you do remember how they made you feel. This rings true across both B2B and B2C customer interactions, but due to the more personal nature of B2C...

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CX customer wins and case studies

Latest Customer Wins for Vonage, PowerReviews, SMG, NICE, and Oracle

Successful CX is not confined to any single industry but cuts across a diverse array of fields, as can be seen in this latest customer wins roundup. The industries represented here include insurance, grocery, off-price retail, healthcare...

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Employee experience research studies

EX Research Released from Qualtrics, VMware, Quantum Workplace, and Others

Research data continues to confirm the growing need for companies to examine their current technology stacks and determine whether they will continue to support the current and future employee experience (EX) needs of their organizations....

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Latest Research

Customer Insights & Feedback

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

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Omnichannel Customer Engagement

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

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CX for Contact Centers

Case Studies, Market Drivers and Barriers, and Market Sizing and Forecasts Focused on the Adoption of CX Platforms and Applications in Contact Centers

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CX Market Ecosystem

150 Key Players and Industry Participants Providing Offerings in Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Insights & Feedback, and Employee Experience

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