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Report: AI Is Key for Retailers to Personalize CX at Scale, but Adoption Is Still Negligible

A new report from global CX solutions provider Talkdesk identifies artificial intelligence (AI) as a key area of opportunity for retailers to elevate CX, but adoption of AI in contact centers remains low and is cause for concern. In its latest...

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Zendesk Acquires Cleverly to Advance Automation and Customer Service

Zendesk, the provider of customer service software and support ticketing systems based in San Francisco, California, has acquired Cleverly, an artificial intelligence (AI) platform company headquartered in Lisbon, Portugal. Zendesk will integrate...

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New Ikea Virtual Queue Management System Improves CX in Saudi Arabia and Bahrain Stores

A virtual queue management system introduced at Ikea stores in Saudi Arabia and Bahrain is proving successful in enabling customers to have a more satisfying shopping experience, while also eliminating potential friction and frustration...

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UAE Regional Utility Etihad Water & Electricity Moving to New SAP Solution to Improve CX

The regional utility in the United Arab Emirates (UAE) known as Etihad Water & Electricity (EtihadWE) is embarking on a new digitalization initiative to improve CX and achieve other goals, the utility said in a news release dated August 29 on...

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The Journey Behind the Journey: Customer Journey Mapping in Travel

Planning a trip is often a mix of anticipation, excitement, and occasionally frustration. Companies looking to remove friction and pain points during a customer’s interactions with them during the travel process can turn to customer journey...

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Qualtrics and Mercer Join Forces for Employee Experience Betterment

Qualtrics and Mercer are joining forces in a partnership to help companies provide a more meaningful employee experience (EX), a news release from Qualtrics indicated on the company’s website. The joint initiative, which will enable...

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Report Findings: Consumers Today Are Largely Unexcited by Brands

A new survey on customer expectations reveals that companies can no longer separate their product from the customer experience they offer, and that low customer expectations signal fresh opportunities for businesses to find a new approach to...

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Twilio Segment Unveils Developer Toolkit to Craft Distinctive CX

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

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

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

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

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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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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