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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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Microsoft Acquires Suplari, an AI-Automated Spend and Procurement Startup

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

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

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

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

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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Latest Research

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

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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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