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customer insights product announcements

Medallia, Qualtrics, and Vurvey Announce Insights and Feedback Solutions

March has been a busy month for CX with multiple customer wins, merger and acquisition activity, and funding announcements. Additionally, the past few weeks have seen several interesting solution announcements from CX technology providers in the...

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CX research reports

New Research from Frost & Sullivan, Qualtrics, Mendix, Nudge, and Yotpo

In this roundup, four of the five new research reports address organizational or worker-related issues that present seemingly divergent findings. While Frost & Sullivan projects exponential growth for CX innovation, Mendix underscores the CX...

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government citizen experience

Human-Centered Design and Personnel Are Key to CX Improvements

In a forum on the future of government work, federal agency officials as well as executives from the private sector were unanimous in agreement that human-centered user design and human personnel were the key elements when using technology to...

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Patient experience building blocks

Customer Operations: Building Blocks to Transforming Patient Experience

The role of customer operations, which refers to the  service and back-office business activities that organizations rely on to fulfil customer experiences (CX), are key building blocks in healthcare organizations’ capacity to efficiently...

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contact center agent training

Methods for Improving Agent Training

A primary factor influencing whether customers have positive or negative experiences is still based on interactions between human agents and customers. Even with the use of artificial intelligence (AI)-driven predictions, deflection tools, and...

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AI customer service

Ayla Networks Uses AI to Predict and Prevent Customer Problems

Ayla Networks is using artificial intelligence (AI) and machine learning (ML) to process large amounts of customer data in real-time and help its clients predict and prevent problems with their devices and their networks. The company has two...

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customer wins and case studies

Customer Wins for Sprinklr, goHappy, Algolia, Veeva, and ActiveCampaign

In this latest roundup of customer wins and case studies, five providers find success in their CX implementations.  Unified customer experience management (CXM) provider Sprinklr is tapped by Formula 1 racing team BWT Alpine. For goHappy, new...

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social media for customer insights and feedback

Social Media as a Channel for Customer Insights and Feedback

Social media is yet another channel consumers are heavily using for education, research, shopping and brand interaction, and it needs to be part of every company’s CX strategy. Social media touches every part of the CX market ecosystem, including...

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irs taxpayer experience

IRS Creates Taxpayer Experience Office to Improve Taxpayer CX

Seeking to improve its service to taxpayers and the overall experience for customers, the Internal Revenue Service (IRS) has established the new Taxpayer Experience Office, identifying from the outset the scope of efforts and the key areas of...

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e-commerce optimization

Technology Providers Launch CommX, the Commerce Experience Collective

Five technology providers have banded together to launch the Commerce Experience Collective or CommX, an online community for retailers to grow e-commerce for businesses worldwide, supported with research and data to help the collective in its...

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blockchain for customer data

Leveraging Blockchain to Improve Customer Confidence in Sharing Personal Data

A blockchain is a decentralized, distributed database that stores information electronically, and is designed to permit the collection of information  or records in groups, known as blocks. The goal with using a blockchain is to allow digital...

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CX mergers and funding

M&A and Funding: Havas, System1, Sendinblue, Omnicom, Upflowy, and Tattle

In this roundup, two French firms and an Australian startup are among the latest newsmakers in M&A and new funding activity. The French giant Havas Group—among the world’s largest advertising and communications organizations, employing...

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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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