Survey: More US Employees Feel Empowered to Discuss Well-Being Issues With Employers
By Alex Gaw October 19, 2021
A new survey shows that the number of American workers today who feel safe in disclosing to colleagues the state of their physical or mental well-being is up considerably compared to levels a year ago. That number, which translates to 78%, is...
Read More
Strategies for Providing an Excellent CX in Real Estate
By Keith Kirkpatrick October 19, 2021
For most people, the process of searching for and completing the rental or purchase of a home or apartment is among the most stressful experiences they will endure, given the value of the transaction, and the relative complexity of the process. And...
Read More
S&P Study: CX-Driven Firms Provide Higher Equity Yields
- By Alex Gaw October 18, 2021
Digital CX-focused companies enjoy higher equity returns than their digitally delayed counterparts, according to a recent study from financial analytics and intelligence firm S&P Global Ratings and 451 Research. In evaluating the credit...
Read More
Managing CX Amid Supply Chain Delays and Disruptions
- By Keith Kirkpatrick October 18, 2021
Supply chain issues continue to dominate the news, as a series of interconnected issues are impacting the flow of goods from the point of manufacture to their intended destinations. Between worker labor shortages, raw material and parts issues, and...
Read More
Report: Good CX Remains Top Issue, Consumers Say
- By Alex Gaw October 15, 2021
A new report on CX trends sheds light on the increasing expectations of consumers more than a year into the COVID-19 pandemic and how the stakes remain high for CX, especially because negative CX could have a profound and adverse impact on...
Read More
Managing Employee Experience Amid COVID-19 Vaccine Mandates
- By Keith Kirkpatrick October 15, 2021
One of the most contentious issues to arise from the COVID-19 pandemic has been the establishment of vaccine mandates, which essentially require all employees of an organization to receive the COVID-19 vaccination in order to remain employed. In...
Read More
Verizon Offers Enterprises AI Tools to Streamline CX
By Sue Marek October 14, 2021
Not only are telecom operators turning to artificial intelligence (AI) and machine learning (ML) tools to streamline their own customer care, but they are also offering AI-based tools to their business customers to help them enhance customer...
Read More
Improving CX in Sports and Entertainment Venues
- By Keith Kirkpatrick October 14, 2021
The return to normal life after the COVID-19 pandemic provided an additional challenge to venue managers: how to keep patrons safe, without negatively impacting the fan experience. After all, keeping patrons safe is a key determining factor in...
Read More
SugarCRM Expands Presence in Latin America with New Partner
- By Alex Gaw October 13, 2021
SugarCRM, the software company from Cupertino, California, that produces the web application and customer relationship management (CRM) system called Sugar, is partnering with a new master distributor in Latin America as part of a continuing push...
Read More
Customer Feedback in Travel and Hospitality: Inputs from Everywhere and Anywhere
By Sherril Hanson October 13, 2021
A customer journey during travel can be a complicated, disparate, and non-linear meandering process through digital, voice, and in-person touchpoints. The “how did we do?” written card at the end of a hotel stay is all but ancient history,...
Read More
Businesses Are Better at Handling Customer Expectations Because of Pandemic, Journal Says
- By Alex Gaw October 12, 2021
The COVID-19 pandemic compelled brands to speed up their digital transformation that led to vast improvements in brand experiences for customers, according to the publication Customer Strategist, which also covered the way industries responded to...
Read More
CX Solutions Maker Genesys to Acquire Pointillist and Exceed.ai
- By Alex Gaw October 11, 2021
Genesys, the Daly City, California-based provider of CX and call center solutions, is acquiring Pointillist and Exceed.ai in its goal to transform the customer and employee experience, the company announced on its website. Pointillist is an...
Read MoreLatest Research
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
Read More