Exotel Acquires Chatbot Developer Cogno AI
By Alex Gaw November 18, 2021
Exotel, a provider of cloud-based telephony services in India, has acquired fellow Indian communications platform and artificial intelligence (AI) chatbot developer Cogno AI, in a cash-and-stock deal aimed at expanding the growing company’s...
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Telecom Providers See AI as the Secret Sauce for CX
By Sue Marek November 15, 2021
Telecom operators around the world are laser-focused on upgrading their wireless networks from 4G to 5G so they can deliver faster network speeds with less delay and accommodate all types of new applications, from cloud gaming to streaming video....
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Retailers Deploy AI to Improve CX and Drive Revenue
- By Alex Gaw November 8, 2021
A new report reveals that retailers are applying artificial intelligence (AI) to new areas in their business beyond simply boosting technical performance, and are doing so with an eye toward improving CX and driving topline revenue. The fresh...
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Travel & Hospitality Sector Turns to Self-Service
By Sherril Hanson October 27, 2021
One of the sectors most affected by the COVID-19 pandemic has certainly been the travel & hospitality industry. Particular pain points include how to handle large spikes in the volume of support requests during staffing shortages and how to...
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Alexa Smart Properties for Hospitality Launches in the UK
- By Sherril Hanson October 20, 2021
Amazon has announced the launch of Alexa Smart Properties for Hospitality in the UK. This offering is already available in the US and has targeted France as an upcoming market. Alexa Smart Properties for Hospitality helps improve CX in hotels by...
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Verizon Offers Enterprises AI Tools to Streamline CX
- By Sue Marek October 14, 2021
Not only are telecom operators turning to artificial intelligence (AI) and machine learning (ML) tools to streamline their own customer care, but they are also offering AI-based tools to their business customers to help them enhance customer...
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CX Solutions Maker Genesys to Acquire Pointillist and Exceed.ai
- By Alex Gaw October 11, 2021
Genesys, the Daly City, California-based provider of CX and call center solutions, is acquiring Pointillist and Exceed.ai in its goal to transform the customer and employee experience, the company announced on its website. Pointillist is an...
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New Report Finds Plenty of Opportunity Exists to Create Richer CX
- By Alex Gaw October 6, 2021
A new report from the CMO Council detailing how to best achieve an ideal customer experience concludes that much room for improvement remains, especially as marketing heads still struggle to articulate a clear-cut CX strategy and grapple with...
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Study: Over 90% of Organizations Lack Key Capabilities in Their CX Strategies
- By Alex Gaw September 22, 2021
A new study on CX is shedding more light on the extent to which many firms today are ill-equipped to provide a viable CX solution for their customers, despite an awareness of the problem. While 82% of decision-makers identify CX to be a priority...
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ASAPP Report: Why Turnover of US Contact Center Agents Is So High
- By Alex Gaw September 17, 2021
A new report from ASAPP, the research-based provider of artificial intelligence (AI) software, identifies three major themes associated with the high turnover of US contact center agents and their corollary impact on the worldwide CX...
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IQVIA Unveils AI-Powered Tech to Enhance Medical Information Contact Center Services
- By Alex Gaw September 9, 2021
IQVIA, the giant Connecticut-based provider of biopharmaceutical and commercial outsourcing services to the life sciences industry, has begun to deploy technologies powered by artificial intelligence (AI) to boost the patient experience and that of...
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Report: AI Is Key for Retailers to Personalize CX at Scale, but Adoption Is Still Negligible
- By Alex Gaw September 8, 2021
A new report from global CX solutions provider Talkdesk identifies artificial intelligence (AI) as a key area of opportunity for retailers to elevate CX, but adoption of AI in contact centers remains low and is cause for concern. In its latest...
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Latest Research
Artificial Intelligence for CX Applications
Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of AI Within CX Platforms and Applications
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Consumer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
Read MoreCX in the Telecommunications Industry
Software Platforms, Applications, and Services: Global Market Analysis and Forecasts
Read MoreCX in the Retail Industry
Software and Services for Customer Data & Analytics, Customer Relationship, Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Employee Experience and Customer Feedback
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Latest News
Content Guru Teams Up with Bechtle in New Partnership
- By Alex Gaw November 23, 2021
Content Guru, a leading provider of cloud communications and contact center solutions based in the UK that counts that country’s National Health Service (NHS) as a client, has formed a new partnership with Bechtle AG, Germany’s largest IT…
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Salesforce Report: Rising Shopper Expectations Put Pressure on Brands and Retailers to Redefine Customer Engagement Strategies
- By Alex Gaw November 22, 2021
A new report from leading customer relationship manager (CRM) platform provider Salesforce sheds light on how COVID-19 permanently upended shopping for consumers and brands alike, raising shopper expectations in significant ways, while dramatically…
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Customer Relationship Management in Travel & Hospitality
- By Sherril Hanson November 19, 2021
Customer relationship management (CRM) is one of the key functional areas in the CX landscape. The use of CRM systems offers benefits in any industry, enabling the tracking of customer interactions and information, eliminating manual activities,…
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Bad CX Accounts for $4.7 Trillion in Global Consumer At-Risk Sales
- By Alex Gaw November 18, 2021
In two separate Qualtrics studies, the importance to consumers of good CX took center stage as fallout from the reverse—shoddy or poor CX—translated into a risk of staggering trillion-dollar losses for businesses worldwide and to consumers…
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