Building the World's Largest Community of CX Professionals

Learn More
Digital employee experience

Digital Experience, AI, and Automation Are Critical to the Overall Employee Experience

Partially due to remote working trends and partially due to heightened employee expectations, there is a need for companies to review their employees’ day-to-day digital experiences and the technologies that may be causing them friction, which...

Read More
Contact center AI and automation

Helping Agents Respond to Inquiries Via Automation and AI

One of the major challenges involved with managing customer interactions is ensuring that live agent staff are delivering the correct and most appropriate responses during customer support conversations. Incorrect – or incorrectly delivered –...

Read More
Telecommunications customer service

Is Zero-Touch the Answer for Telcos?

It is no secret that telecommunications operators are in the middle of massive changes, from the growth of online streaming services to the launch and expansion of 5G services. While these new product and service types can present new opportunities...

Read More
Customer experience research studies

New CX Research from Zeta Global, LiveVox, Gartner, Confluent, and Precisely

Of the five new research reports profiled in this roundup, three focus on what is not being done correctly by new technologies or approaches today. The objects of contention include customer data platforms, artificial intelligence (AI) and its...

Read More
Call center automation

ASAPP Launches AutoSummary Service API to Enable Automatic Call Center Functions

Beyond interacting and servicing customers, call center agents are typically required to handle the additional tasks of documenting each interaction they have, usually by typing up conversation summary notes, or inputting information via a...

Read More
Salesforce CRM Analytics

Salesforce Launches CRM Analytics With New Features

A customer relationship management (CRM) solution from Salesforce has been retooled and relaunched with new features that incorporate artificial intelligence (AI)-driven insights directly into workflows, advances that Salesforce says can help...

Read More
CX travel and hospitality products and customers

Travel & Hospitality CX Announcements by Cendyn, mParticle, Spitch.ai, and Amadeus

The use of clean, relevant, and accurate data is critical to all aspects of providing great CX. In the travel & hospitality sector, as in others, this data can be used to provide a more personalized engagement with a brand. Well-managed data...

Read More
AI customer service

Ayla Networks Uses AI to Predict and Prevent Customer Problems

Ayla Networks is using artificial intelligence (AI) and machine learning (ML) to process large amounts of customer data in real-time and help its clients predict and prevent problems with their devices and their networks. The company has two...

Read More
Customer intelligence

Enterpret Launches to Support Customer Feedback Intelligence

Enterpret, a new company in the customer insights and feedback segment has launched, buoyed by a $4.3 million seed round led by Kleiner Perkins, with participation from Sequoia Capital India, Unusual Ventures, and angel investors. With offices in...

Read More
chatbot customer support

Evaluating Chatbots for Customer Support Applications

A key technology used to aid in call deflection within a contact center is the chatbot, a text or voice-based interface that is deployed on the website or within an application to simulate conversation with users and seamlessly support users. Many...

Read More
Zoom Contact Center

Zoom Launches New Contact Center CX Offering

Four months after failing on a multibillion-dollar bid to acquire a call center platform, video conferencing company Zoom now has its own contact center solution that is optimized for video interaction with customers, combined with unified...

Read More
customer experience acquisitions and funding

M&A Update: Funding for AI-Related Tech and New Acquisitions

In this brief roundup, the big news consists of a case of fresh funding worth nearly half a billion dollars, juxtaposed alongside two flashy acquisitions—success, at last, in the first case for a celebrity buyer following a yearlong wait; and in...

Read More
AD - HorizonCX 728x90

Latest Research

CX in the Healthcare Industry

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

Read More

CX Market Forecasts

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

Read More

Customer Insights & Feedback

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

Read More

Omnichannel Customer Engagement

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software

Read More