Driving Better Customer Experiences in the Telecommunications CX Market
By Keith Kirkpatrick August 16, 2021
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
By Alex Gaw August 11, 2021
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
- By Alex Gaw August 11, 2021
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
- By Alex Gaw August 11, 2021
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
- By Keith Kirkpatrick August 6, 2021
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
By Sherril Hanson August 6, 2021
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
- 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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