Driving Customer Utilization and Engagement with Communities
By Keith Kirkpatrick April 20, 2023
Along with the use of self-service and automated tools, customer communities increasingly have been deployed by organizations wishing to connect and improve engagement with their customers. These online destinations allow organizations to bring...
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New Genesys Data Shows High Consumer Expectations but Lagging Digital Transformation
By Sherril Hanson April 19, 2023
Experience orchestration provider Genesys released The State of Customer Experience report with some comprehensive data demonstrating high consumer expectations, low consumer patience with suboptimal experiences, and the struggle to nail down...
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Khoros Announces Trustpilot Integration and Cerby Partnership
- By Sherril Hanson April 19, 2023
Social media and reviews are important channels for both customers and brands. Customers expect them as feedback options, and they have high expectations around response times. How smoothly these processes go have implications for overall CX, not...
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Improving Personalization and Convenience Via Next-Best Action Support
- By Keith Kirkpatrick April 19, 2023
Providing a personalized experience has become table stakes for both B2C and B2B organizations. According to a McKinsey report, more than 70% of customers expect a personalized experience, and companies that excel at personalization generate 40%...
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Zoom to Acquire Workvivo
- By Sherril Hanson April 17, 2023
Zoom has announced it will be acquiring employee experience platform provider Workvivo. Workvivo is a comprehensive platform, including technologies that touch on many of the most important contributors to employee experience (EX):...
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Navigating to a Better CX Via Inclusive Wayfinding Technology
- By Keith Kirkpatrick April 14, 2023
In public and commercial spaces, wayfinding tools are an essential part of delivering a great customer experience. As anyone who has tried to navigate an unfamiliar transit system, large public building, or shopping mall knows, challenges with...
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Government Employees Burned Out from Workload and Staffing Shortages
- By Sherril Hanson April 12, 2023
The U.S. government has been putting effort and money into improving customer experience at the federal level. Recent data from Eagle Hill Consulting indicates that government agencies need to look inward as employees increasingly struggle with...
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Leveraging Support Ticket Data to Improve CX
- By Keith Kirkpatrick April 11, 2023
Customer support tickets are more than a system to track technical, administrative, or service issues. The information contained within these tickets can also be used for several other purposes, including the surfacing of additional process,...
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New Research from Merkle, Qualtrics, and Workhuman-Gallop Collab
By Alex Gaw April 11, 2023
Merkle: Consumers Prefer Rewards for Everyday Needs, Like Groceries The new 2023 Consumer Prizing Report from data-driven CX management services provider Merkle reveals that nearly three-quarters of consumers prefer grocery gift cards as a...
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Visual Customer Support Provides Personalization, Cost Savings, and Insights
- By Sherril Hanson April 10, 2023
Being able to provide personalized and efficient customer support is a crucial contributor to a great customer experience with a brand. There have been many innovations in the contact center and technical support space, with new technologies...
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Customer Wins for ServiceNow, Salesforce, Oracle, RingCentral, and InMoment
- By Alex Gaw April 10, 2023
ServiceNow to Transform NASCAR EX to a Productive and Engaged Workforce ServiceNow is teaming up with NASCAR on a two-pronged mission to transform the auto racing company’s employee experience and to keep workers productive and engaged. For...
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Investigating and Purchasing EX Technologies: Prep Work, Purchasing, and Post-Implementation
- By Sherril Hanson April 10, 2023
One of the trends that is clear for end users when looking at employee experience technologies is that there is not a one-size-fits-all solution. Company size, budget, employee base, and demographics are all considerations, as are factors such as...
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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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