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Abu Dhabi CX

Abu Dhabi Launches ‘Program for Effortless Customer Experience’

The Emirate of Abu Dhabi, the largest of seven emirates comprising the United Arab Emirates (UAE), has launched a government initiative aimed at producing a new CX model for transacting business with government authorities. The initiative,...

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CX customer wins and case studies

Customer Wins for Workday, Informatica, SAS, Freshworks, and Five9

In this roundup marking customer wins, Workday lays out an enhanced employee experience (EX) at Gorillas; Informatica helps modernize data strategy at Saudi Airlines; SAS propels The Nature Conservancy to record membership revenue; Freshworks helps...

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cx customer wins and case studies

Customer Wins for Talkdesk, Veeva, Keap, Adobe, Walgreens, and Microsoft

In this roundup of customer wins, CX providers bring new levels of success to their customers and partners. For Spain’s Iberostar, Talkdesk helped hotel agents successfully pivot to a remote work-at-home model without sacrificing the comfort and...

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government citizen experience

Human-Centered Design and Personnel Are Key to CX Improvements

In a forum on the future of government work, federal agency officials as well as executives from the private sector were unanimous in agreement that human-centered user design and human personnel were the key elements when using technology to...

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irs taxpayer experience

IRS Creates Taxpayer Experience Office to Improve Taxpayer CX

Seeking to improve its service to taxpayers and the overall experience for customers, the Internal Revenue Service (IRS) has established the new Taxpayer Experience Office, identifying from the outset the scope of efforts and the key areas of...

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Customer wins and case studies

New Customer Wins for Amelia, eGain, ISC-CX, ASAPP, and Medallia

The latest CX collaborations represent major wins for players in five distinct spheres. In hospitality, Amelia is the new digital concierge at Resorts World Las Vegas. In government services, eGain will provide CX engagement services to the...

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CX strategy

CXPA Outlines Key Strategic Initiatives for the Year

The Customer Experience Professionals Association (CXPA), the global industry association for CX specialists, has laid out a broad plan of work for this year that addresses new research initiatives, certification together with continued...

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CX case studies

CX Wins and Case Studies for SAP India, ASAPP, Alida, and Freshworks

In this new roundup of CX case studies, the focus is on digital transformation. Bharat Petroleum works with SAP India to achieve a unified view on its platform. The Columbia Valley Credit Union selects ASAPP OXP to heighten the financial...

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Lucid Motors case study

Lucid Motors: Using Immersive Tech to Create Excellent CX

One of the key challenges with the purchase of any product is visualizing how it will look, act, and feel once it has been purchased. Retail stores were among the first to launch software that allowed users to virtually “try out” everything,...

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customer wins

Companies Seek Out CX Expertise for All Things Customer

As the stories in this roundup piece suggest, the search for good CX is perpetual because the quest for excellence never ends. But while providing good CX takes many forms, the centerpiece of those efforts remains invariably unchanged. The...

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Managing Surges in CX Inquiry Demand

In late January, streaming service Spotify found itself in the middle of a conflict between Joe Rogan, the comedian-turned-podcast host, and rock legend Neil Young. Rogan, host of the Joe Rogan Experience, had come under scrutiny for providing a...

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Improving Insurance CX via Engagement and Technology

The insurance industry has undergone a considerable evolution over the past decade, as CX and customer service become key differentiators. Providing better CX is a combination of incorporating new technology with a more customer-centric mindset...

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Latest Research

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

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CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

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CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

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Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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