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Jens Oberbeck Named to New Executive Post at CRM Platform Pipedrive

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

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

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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IPO Activity on the Rise in the CX Market

Dash Research recently profiled 150 representative companies in the CX space, focusing on companies that provide technologies for customer data & analytics, personalization & optimization, customer insights and feedback, customer...

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Managing Rapid Change in the Retail CX Market

CX in the Retail Industry is a new report from Dash Research that focuses on the current and future market issues, market drivers and barriers, and case studies within the retail CX/CE industry. This new report examines the robust and growing...

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CX Investment and M&A Activity in the News

The Medallia buyout on July 26 by private equity firm Thoma Bravo—discussed in a separate Dash Network article —was not the only big transaction in the CX world in recent weeks. On July 19, Zoom Video Communications announced it was...

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Manufacturing & Industrial: Using MaaS Platforms to Improve CX

Since the dawn of manufacturing, companies that produce physical products have been constrained by the cost and availability of labor and equipment, and the relatively closed nature of design, review, and production schedules. If a customer wanted...

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CX for Streaming Services

One group of companies that received a massive boost in usage during the COVID-19 pandemic was over-the-top (OTT) video streaming services, such as Netflix, Prime Video, Hulu, Disney+, and Apple TV+. As people complied with stay-at-home guidelines...

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Keeping Citizens Informed and Engaged via Technology

The COVID-19 pandemic reinforced the need for government and other public sector agencies to reassess how they are interacting with their constituents, including citizens, tourists, and public sector workers. Government and public health agencies...

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Omnichannel Approach to Delivering Personalized CX is a Key Factor in CX Market Growth, According to Dash Research Forecast

The goal of providing a good CX is certainly not new; smart organizations have realized that mutually beneficial, long-lasting relationships with their customers usually have a positive impact on the company’s bottom line. While some companies...

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Balancing Privacy with Patient Convenience in Healthcare

A key driver of CX is the relative level of effort it takes to accomplish a task when interacting with a company or service provider. A customer effort score (CES) is a metric that focuses on a single touchpoint or interaction and can be used to...

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Medallia to Be Acquired by Investment Firm Thoma Bravo

In an all-cash transaction valued at $6.4 billion, global customer and employee experience company Medallia has agreed to be acquired by Thoma Bravo, one of the world’s largest software-focused private equity firms, both organizations announced...

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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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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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