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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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Financial Services CX: Leveraging Digital Assistants to Provide Automation

Financial services companies are faced with significant challenges to provide a good CX, largely due to the huge volume of inquiries they receive, the wide breadth of products and services they provide, and the relatively limited number of human...

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Funding Trends in CX

As companies rode out the COVID-19 pandemic, funding activity continued in the CX space. The rapid shifts that companies had to make during this time have only proven how important CX technologies will be to businesses as they aim to provide...

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Merkle Set to Acquire Commerce Services Firm LiveArea

In a deal that would unite two companies with significant customer experience management (CXM) and commerce services capabilities, Maryland-based Merkle Inc. has entered into an agreement to acquire Texas firm LiveArea. The transaction,...

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Merger and Acquisition Activity in the CX Market is Unabated through the COVID-19 Pandemic

Merger and acquisition (M&A) activity in the CX space has continued at a good clip over the past 2+ years and shows no signs of slowing. Consolidation continues in this market as companies seek to both deepen their current offerings and expand...

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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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