The Digital Economy Spurs New Expectations and Opportunities
By Alex Gaw April 10, 2023
New research from Adobe reveals that the digital economy—the result of companies undertaking digital transformation—is creating new rules, expectations, and opportunities. The research, first unveiled during the Adobe Summit...
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New Acquisitions by Braze, Kore Wireless, Cyara, and Dentsu; Avaya is Restructured
- By Alex Gaw April 6, 2023
Braze to Acquire North Star, Exclusive Reseller in Australia and New Zealand Braze, the New York City-based provider of a customer engagement platform used by enterprises for multichannel marketing, has entered into a definitive agreement to...
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Concentrix to Combine with Webhelp in $4.8 Billion Deal
- By Alex Gaw April 6, 2023
Concentrix Corporation, the provider of CX services and technologies headquartered in Fremont, California, has entered into an agreement to combine with Webhelp, the business process outsourcing (BPO) and consultancy company based in Paris, France,...
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The Permanente Medical Group Combines Technology and Strong Company Culture to Support Patient Experience
By Sherril Hanson April 5, 2023
Consumers’ heightened expectations are requiring providers to be more customer centric, desiring greater convenience, better access to care, and more seamless experiences. However, healthcare organizations face a lengthy list of challenges...
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New Research from Adobe, CSG, Talkdesk, SAS, and Sprinklr
- By Alex Gaw April 5, 2023
Adobe: Generative AI Will Take a Star Turn in CX New research from Adobe shows that most people feel positively toward generative AI and believe the technology will not only enhance their personal creativity but also improve their experience...
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Customer Engagement Can Drive Revenue Growth and Support Financial Goals
- By Sherril Hanson April 5, 2023
Even with challenging economic conditions, new Twilio research shows that companies that invested in customer engagement reaped rewards, with 80% meeting financial goals. Data from Twilio’s fourth annual State of Customer Engagement...
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Applying Technology to Support Better B2B Interactions
By Keith Kirkpatrick April 5, 2023
Providing an excellent customer experience should not be exclusive to B2C companies. Indeed, while B2B companies have professional buyers, these roles are still filled by humans who have become accustomed to personalized, efficient, and on-demand...
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New CX Products: Sprinklr, Five9 and Invoca, InMoment, DHS, Treatwell, and mParticle
- By Alex Gaw April 4, 2023
Sprinklr Releases Rebranded Customer Service Suite Enterprise software provider Sprinklr has unveiled a rebranded customer service product suite that includes new AI features and innovations. Sprinklr Service, formerly known as Sprinklr Modern...
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Cisco Introduces New AI Capabilities for Webex
- By Alex Gaw April 3, 2023
Cisco has launched a new AI-bolstered Webex that the company says reimagines workspaces, optimizes collaboration, and maximizes CX capabilities. With hundreds of AI and machine learning (ML) features already embedded in its other products, San...
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Serving Financial Services Customers More Efficiently and Effectively
- By Keith Kirkpatrick April 3, 2023
Along with telecommunications service providers and healthcare organizations, financial services companies can be strained by the large volume of inquiries, often driven by uncontrollable external events. Volatility in the stock market, shifts in...
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More Consumers Are Using Retailers’ Mobile Apps, New Airship Research Shows
- By Alex Gaw April 3, 2023
A new 10-country survey of 11,000 consumers reveals that more shoppers have been using the mobile apps of retailers so far this year compared to the same time in 2022, with the preference for retail apps extending across various age groups and...
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Customer Wins for Cognizant, Freshworks, Oracle, MoEngage, and Lattice
- By Alex Gaw April 3, 2023
Cognizant is Engaged by Volkswagen Ireland to Transform Digital CX Global IT and services provider Cognizant will help transform the digital CX at Volkswagen Group Ireland (VWG) by re-engineering the carmaker’s legacy contact center...
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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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