Enterpret Launches to Support Customer Feedback Intelligence
By Sherril Hanson March 4, 2022
Enterpret, a new company in the customer insights and feedback segment has launched, buoyed by a $4.3 million seed round led by Kleiner Perkins, with participation from Sequoia Capital India, Unusual Ventures, and angel investors. With offices in...
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CXPA Outlines Key Strategic Initiatives for the Year
By Alex Gaw March 3, 2022
The Customer Experience Professionals Association (CXPA), the global industry association for CX specialists, has laid out a broad plan of work for this year that addresses new research initiatives, certification together with continued...
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Nokia Study: 89% of Telecom Operators Plan to Upgrade Their BSS
By Sue Marek March 3, 2022
A new study from Nokia found that an overwhelming majority of telecom operators are considering upgrading their business support systems (BSS) so that they can create new services and charge customers for them. Currently, most telecom operators...
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Leveraging Cutting-Edge Digital Communications Channels for CX
By Keith Kirkpatrick March 3, 2022
Most organizations have extensive experience using voice as a primary engagement channel through which customers can interact with the organization. Other channels, such as short message service (SMS)/text, web chat, social media, and mobile...
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CX Wins and Case Studies for SAP India, ASAPP, Alida, and Freshworks
- By Alex Gaw March 2, 2022
In this new roundup of CX case studies, the focus is on digital transformation. Bharat Petroleum works with SAP India to achieve a unified view on its platform. The Columbia Valley Credit Union selects ASAPP OXP to heighten the financial...
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Customer Insights and Feedback Empowers the EX-CX Link
- By Sherril Hanson March 2, 2022
There is no longer room for debate that employee experience (EX) is closely linked to gains or losses in CX. Customer insights and feedback software and solutions provide the fuel to allow this EX/CX integration to be successful. Many technology...
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Evaluating Chatbots for Customer Support Applications
- By Keith Kirkpatrick March 2, 2022
A key technology used to aid in call deflection within a contact center is the chatbot, a text or voice-based interface that is deployed on the website or within an application to simulate conversation with users and seamlessly support users. Many...
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Patient Experience Measurement Evolves with Healthcare Consumerism
By Andrew Broderick March 1, 2022
KLAS Research’s Patient Experience Improvement 2021 report with payer and provider customer satisfaction ratings of patient experience (PX) measurement and improvement solutions ranks Press Ganey, Qualtrics, and NRC Health as the top three...
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Alchemer’s Customer Feedback Platform Finds Favor with Amdocs
- By Alex Gaw March 1, 2022
Alchemer, the survey software provider headquartered in Boulder, Colorado, says its customer feedback platform has found a home at global business services firm Amdocs, which leverages Alchemer’s voice of the customer (VoC) technology as part of...
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Lucid Motors: Using Immersive Tech to Create Excellent CX
- By Keith Kirkpatrick February 28, 2022
One of the key challenges with the purchase of any product is visualizing how it will look, act, and feel once it has been purchased. Retail stores were among the first to launch software that allowed users to virtually “try out” everything,...
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Zoom Launches New Contact Center CX Offering
- By Alex Gaw February 28, 2022
Four months after failing on a multibillion-dollar bid to acquire a call center platform, video conferencing company Zoom now has its own contact center solution that is optimized for video interaction with customers, combined with unified...
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Validity Report: Confidence in CRM Does Not Match Reality
- By Alex Gaw February 25, 2022
A new report from Validity Inc., the Massachusetts-based provider of data integrity solutions, indicates that many businesses may either overlook or not know that the data they keep on customers could be of poor quality, impacting their bottom line...
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Employee Experience
Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies
Read MoreCX in the Healthcare Industry
Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
Read MoreCX Market Forecasts
Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
Read MoreCustomer Insights & Feedback
Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
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