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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The Impact of BOPIS, BOSFS, and BORIS on Retail CX, and the Tech Needed to Effectively Deploy These Services
- By Keith Kirkpatrick June 29, 2021
The COVID-19 pandemic served as a both a catalyst and an accelerant for multimodal retail experiences, perhaps best exemplified by the “BO” acronyms: BOPIS (buy online, pickup in-store), BOSFS (buy online, ship from store), and BORIS (buy...
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Using Sentiment Analysis to Improve Telecommunications CX and Identify Cross-Sell and Upsell Opportunities
- By Keith Kirkpatrick June 28, 2021
It is no secret that telecommunications companies, which include wireless phone service providers, Internet service providers, and pay TV providers, have faced significant challenges providing excellent customer service. Due to the sheer breadth of...
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Deploying Tech to Ensure Good CX Amid a Travel & Hospitality Industry Labor Shortage
- By Keith Kirkpatrick June 28, 2021
One of the industries hit hardest by the COVID-19 shutdowns was the hospitality industry, as lockdowns and travel restrictions severely curtailed both business and leisure spending. While many parts of the world have now largely returned to normal,...
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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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