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customer experience perceptions

We Are Working – Really!

New York City Mayor Eric Adams late last month roundly criticized members of the New York City Police Department who were spotted by civilians standing around and looking at their phones. The former NYC transit officer asked commuters to take...

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In the moment customer feedback

TruRating: In the Moment Customer Feedback, With Deep, Actionable Data

With the distance that was created between consumers and brands during the pandemic, companies have sought to have more frequent, bite sized feedback with their customers, and there has been some movement toward technologies that provide quicker,...

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seamless customer experience

Providing a Seamless CX When Using External Partners

Few enterprise organizations are truly islands unto themselves. Most firms rely on partners or other subcontractors to deliver a part of the actual experience with customers. For example, automobile manufacturers rely on dealers to provide a...

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Shopping center in France

ISC-CX Partners with Properties Manager Neinver

ISC-CX, the Basel, Switzerland-based provider of in-store and omnichannel CX analysis programs for retailers worldwide, says it has been selected as the digital company of choice to provide data-driven CX solutions to Neinver S.A.U., the Spanish...

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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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The Retail Industry Customer Experience Market Will Reach $10.9 Billion in Revenue by 2026, According to Dash Research

The COVID-19 pandemic and its related recovery trajectory have impacted a wide range of industries, but perhaps none as visible as retail and e-tail. Disruptions to both customer-facing processes (shopping, purchasing, and returns), as well as...

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Consumers Favor Sustainable Brands, but Retailers Believe Otherwise

Consumers are willing to spend more on sustainable brands than retailers give them credit for, reveals a new report that largely upends traditional expectations held by the retail industry on the sustainability preferences of shoppers. The...

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Using Kiosks to Improve CX

The so-called “Great Resignation” is continuing, with data from the U.S. Bureau of Labor Statistics indicating that the number of workers quitting jobs in November 2021 grew to 4.5 million, up from 4.2 million the previous month, and above the...

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Improving Direct-to-Consumer CX

Selling products or services on a direct-to-consumer (DTC) basis is tailor-made for the digital age. Inherently driven by e-commerce, DTC companies are at a huge advantage over traditional brick-and-mortar retailers, many of which have had to...

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Khoros Paper Examines Digital Commerce Landscape in 2022 and Notes Marketing Pitfalls

A new white paper exploring the digital commerce landscape reveals that the majority of consumers favor an increasingly hybrid purchasing journey incorporating both human and digital channels, while also wishing to preserve a human connection...

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Post-Purchase Strategies to Improve Retail CX

For most retailers, the holiday season is marked by an uptick in the number of items ordered and shipped online. And while many organizations have done an admirable job of focusing on the CX during the marketing and sales phases of a shopper’s...

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Accenture to Buy CX Specialist Firm Tambourine

Global professional services giant Accenture has inked a deal to acquire Tokyo-based Tambourine, an e-commerce CX specialist agency with capabilities in cloud-based technologies. Tambourine will become part of Accenture Interactive, Accenture’s...

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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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