Reducing Customer Effort to Improve CX and Loyalty
By Keith Kirkpatrick May 13, 2022
By One of the most frustrating things about being a parent is having to ask a child to complete a task, only to find it hasn’t been done, and then having to request its completion repeatedly. In addition to the task not being completed in a timely...
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New CX Research from LiveVox/Omdia, Khoros, Alida, Reltio, and Telus
- By Alex Gaw May 13, 2022
By This roundup highlights key findings from a batch of recently released reports on CX and CX-related subjects. Find out what LiveVox and Omdia consider barriers to great CX, bookended by the results from Telus International on how consumers really...
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Partnerships Announced by Qualtrics, InMoment, Inquba, and Alida
- By Sherril Hanson May 12, 2022
By The customer insights and feedback segment saw interesting technology integrations over the past few weeks as well as some partnerships that will further broaden exposure of some well-known solutions in the industry. InMoment Partners with...
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Starbucks and PwC Announce Huge Investments in EX
- By Sherril Hanson May 12, 2022
Study after study is being churned out outlining the pain points employees are experiencing in their work lives. The need for recognition, flexibility, wellbeing, feedback opportunities, and training have all been outlined in recent data. Having...
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New Customer Wins for Five9, ActionIQ, Vonage, Qualtrics, and Medallia
- By Alex Gaw May 10, 2022
The biggest win in this new roundup of customer success stories is the deal that Five9 secured with a yet unidentified global health conglomerate, reportedly worth some $40 million yearly. But the four other successful partnerships highlighted in...
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Salesforce Launches CRM Analytics With New Features
- By Alex Gaw May 10, 2022
A customer relationship management (CRM) solution from Salesforce has been retooled and relaunched with new features that incorporate artificial intelligence (AI)-driven insights directly into workflows, advances that Salesforce says can help...
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Providing Better CX for Seniors
- By Keith Kirkpatrick May 9, 2022
Much of the discussion on CX has been focused on so-called “digital natives,” or younger consumers that have grown up with the internet, mobile devices, and social media as primary components of the way they interact with others, for both...
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M&A News: StackCommerce, Kantar, and Gupshup are Among Buyers in April
- By Alex Gaw May 6, 2022
Among the mergers and acquisitions that took place toward the end of April are the six buyouts highlighted in this roundup involving the areas of e-commerce, unified marketing measurement, conversational intelligence, sales enablement, webcasting,...
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Qualtrics Launches New Products and Announces a Strong 1Q22
- By Sherril Hanson May 4, 2022
Qualtrics announced a strong 1Q 2022, with total revenue for the first quarter of $335.6 million, up from $238.6 million one year ago, an increase of 41% year over year. Subscription revenue for the first quarter was $280.8...
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SugarCRM Has Banner Fiscal 2022, Looks Ahead to Continue Thriving
- By Alex Gaw May 4, 2022
SugarCRM, the Silicon Valley-based provider of an artificial intelligence (AI)-driven platform for customer relationship management (CRM), enjoyed a banner year as it reported double-digit growth in attracting new customers, a triple-digit surge in...
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New EX Research from Harri, Achievers, Gallup, Medallia, and Others
- By Sherril Hanson May 3, 2022
According to Dash Research’s market forecasting, there is an increasing number of companies offering software systems and applications focused on EX. Dash projects that global EX software and services revenue will reach $14.6 billion annually by...
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New Research from LivePerson, cdp.com, Simplr, Smart Communications, and Sailthru
- By Alex Gaw May 2, 2022
This roundup features newly released reports on a range of issues: whether consumers today prefer calling or messaging customer service; the use of artificial intelligence (AI) in marketing; how consumers feel about chatbot help vs. service from a...
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