Managing Rapid Change in the Retail CX Market
By Keith Kirkpatrick August 6, 2021
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
By Alex Gaw August 2, 2021
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
- By Keith Kirkpatrick July 30, 2021
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
- By Keith Kirkpatrick July 30, 2021
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
- By Keith Kirkpatrick July 29, 2021
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
- By Keith Kirkpatrick July 29, 2021
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
- By Keith Kirkpatrick July 28, 2021
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
- By Alex Gaw July 28, 2021
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
- By Keith Kirkpatrick July 27, 2021
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
By Sherril Hanson July 20, 2021
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
- By Alex Gaw July 14, 2021
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
- By Sherril Hanson July 6, 2021
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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Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
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Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
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