Twilio Segment Unveils Developer Toolkit to Craft Distinctive CX
By Alex Gaw August 24, 2021
By Twilio Segment, a customer data platform (CDP) provider, has released a toolkit that the company says allows developers to create and tailor unique CXs intended to deliver greater customer engagement (CE). The Twilio Segment Developer Toolkit...
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Generating and Leveraging Insights from Social Media
- By Keith Kirkpatrick August 23, 2021
By Love it or hate it, social media has become a fixture for nearly 4.5 billion users around the world, according to statistics published by Datareportal in July 2021, equivalent to nearly 57% of the world’s population. A typical user actively uses...
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New Gartner Survey Identifies Six Gaps Critical to Future Employee Experience
- By Alex Gaw August 20, 2021
A new study from Gartner says that a troubling gap in perception is emerging between executives and employees on areas such as flexible work practices and trustworthiness—issues that could significantly affect employee work strategies in the...
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Using QR Codes to Improve CX
- By Keith Kirkpatrick August 20, 2021
Although quick response (QR) codes existed long before the COVID-19 pandemic, implementing low- and no-contact interactions in restaurants, retail locations, and other in-person settings helped put QR codes back in the spotlight. While enabling...
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Clarifying the CX Alphabet Soup: CRM and CDP
- By Keith Kirkpatrick August 18, 2021
Organizations of all types are increasingly investing in software tools used to manage the overall CX. Two of the key software technologies in use today have similar abbreviations, but actually serve distinct purposes, and in many organizations,...
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Microsoft Acquires Suplari, an AI-Automated Spend and Procurement Startup
- By Alex Gaw August 18, 2021
In its latest string of technology-focused acquisitions, Microsoft has acquired Seattle, Washington-based Suplari, the provider of a cloud-based spend management solution powered by artificial intelligence (AI) that helps companies optimize...
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Adobe Expands Digital Transformation Capabilities to Healthcare and Patient Experience
- By Alex Gaw August 17, 2021
Adobe is expanding the customer experience management (CXM) capabilities of a current product offering into the realm of healthcare, the company said on its website when announcing the solution. Key features of the expanded offering, called...
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Driving Better Customer Experiences in the Telecommunications CX Market
- By Keith Kirkpatrick August 16, 2021
Dash Research’s new report, CX in the Telecommunications Industry, focuses on the software platforms and applications used to manage seven functional areas of CX, including customer relationship management (CRM), customer data & analytics,...
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Ethereum Firm ConsenSys Partners with Conversational AI Innovator LivePerson
- By Alex Gaw August 11, 2021
ConsenSys, the leading blockchain company for the Ethereum cryptocurrency, is partnering with global commerce and conversational artificial intelligence (AI) developer LivePerson, both companies announced on their websites earlier this...
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Jens Oberbeck Named to New Executive Post at CRM Platform Pipedrive
- By Alex Gaw August 11, 2021
Jens Oberbeck, a veteran in the sales and digital marketing world, is the new vice president of sales at Pipedrive, the New York City-based creator of the customer relationship management (CRM) tool and platform of the same name, according to an...
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AI-Focused Firms Fuel Numerous CX Acquisitions This Year
- By Alex Gaw August 11, 2021
A number of consolidations continue to occur in the CX industry, with companies specializing in artificial intelligence (AI) forming many targeted acquisitions this year. The buyouts are sending a clear message, analysts say: first, that the CX...
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Improving Agent Experiences to Drive CX Improvement
- By Keith Kirkpatrick August 6, 2021
One of the most common and important points of contact with any brand, service, or other entity is through a call center. If a problem is important or time-sensitive enough to warrant a phone call, both the experience and outcome of the call are...
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