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Customer loyalty

Reducing Customer Effort to Improve CX and Loyalty

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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CX research studies

New CX Research from LiveVox/Omdia, Khoros, Alida, Reltio, and Telus

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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Customer insights partnerships

Partnerships Announced by Qualtrics, InMoment, Inquba, and Alida

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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Employee experience investments

Starbucks and PwC Announce Huge Investments in EX

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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CX customer wins

New Customer Wins for Five9, ActionIQ, Vonage, Qualtrics, and Medallia

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 CRM Analytics

Salesforce Launches CRM Analytics With New Features

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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Senior citizen customer experience

Providing Better CX for Seniors

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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CX acquisitions

M&A News: StackCommerce, Kantar, and Gupshup are Among Buyers in April

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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Employee engagement

Qualtrics Launches New Products and Announces a Strong 1Q22

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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Business growth

SugarCRM Has Banner Fiscal 2022, Looks Ahead to Continue Thriving

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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Employee experience research reports

New EX Research from Harri, Achievers, Gallup, Medallia, and Others

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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CX research reports

New Research from LivePerson, cdp.com, Simplr, Smart Communications, and Sailthru

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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Latest Research

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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CX in the Travel & Hospitality Industry

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

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