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Customer support for product design problems

Mitigating Product Design Issues with CX

In an ideal world, a company’s products and services would be designed with feature sets, usability, and functionality tuned to each individual customer’s bespoke preferences and needs. Such a business model is neither economical nor practical,...

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Limiting negative customer experiences

Reducing Negative Peaks to Improve CX

The “Peak-End Rule,” which is based on research conducted by Daniel Kahneman and Barbara Frederickson, posits that humans assign a greater level of weight or importance to the most intense positive or negative moments, or peaks, during an...

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Employee experience research studies

New EX-Related Research from Achievers, Qualtrics, and Salesforce’s MuleSoft

New research shines a light on several employee experience (EX) areas, including solutions that can be leveraged to foster company culture as well as make an enterprise more attractive to talent. Data from the research points to many of the...

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Managing customer complaints

Managing Customer Complaints Effectively and Efficiently

Even when an organization has taken a proactive and thoughtful approach to delivering an excellent experience, there are bound to be customer complaints. These complaints can be centered on the failure of a product or service to live up to the...

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Uncertainty in the workplace

Uncertainty Confronts the Workplace; Employees and HR Feel Pressure

As economic headwinds swirl through markets and industries, uncertainty hangs over the workplace today with employees continuing to quit while companies freeze hiring and rescind job offers, according to a new report from performance management...

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Digital employee experience product launches

New EX Products and Partnerships: Achievers, LumApps, Qualtrics, and Others

Achievers EX Platform Integrates with Zebra Mobile Devices Employee voice and recognition solution provider Achievers has integrated its Employee Experience Platform with Zebra Technologies’ mobile devices. The Achievers Employee Experience...

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Customer experience surveys and research

New Research from Accenture-NASCA, Replicant, Newgen, Centrical, and Mitto

Accenture-NASCA: State Chief Administrators Can Help Improve Government Customer Service Citizens wish for new and improved digital services from their governments, and the chief administrators in each state are uniquely positioned to help meet...

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QuestionPro acquires Digsite

QuestionPro Acquires Digital Qualitative Research Provider Digsite

QuestionPro, an online survey and research services provider with solutions for both CX and employee experience (EX), announced it has acquired Digsite. Digsite’s qualitative tools will be available alongside QuestionPro’s full suite of...

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Captive portals for customer experience

Improving CX Via Captive Portals

Wi-Fi hotspots have become de rigueur for many retail establishments, restaurants, and other locations. By offering complimentary access to the internet to in-person patrons using their mobile devices, companies are offering an added technological...

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CX customer wins and case studies

Customer Wins for Edify, mParticle, MoEngage, Informatica, and Freshworks

Edify Signs 45,000-User Deal in Europe CX company Edify recently completed a substantive call center and unified communications (UC) deal in which its new customer, a European telecom provider, will begin implementing the Edify platform for...

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Customer onboarding

Improving the Onboarding Process to Improve CX

For telecommunications companies—which are always in fierce competition to attract and retain customers—the onboarding process is the inflection point in the customer relationship. If the interaction goes smoothly, it can engender positive...

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Amperity expansion to Australia

CDP Provider Amperity Opens New Australian Office

Amperity, the Seattle-based customer data platform (CDP) provider for enterprise consumer brands, is expanding in the Asia-Pacific (APAC) market with the opening of a new office in Australia. Billy Loizou, the company’s area vice...

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Latest Research

CX in the Healthcare Industry

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

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CX Market Forecasts

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

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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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