Salesforce Launches CRM Analytics With New Features
By Alex Gaw May 10, 2022
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 MoreTravel & Hospitality CX Announcements by Cendyn, mParticle, Spitch.ai, and Amadeus
By Sherril Hanson April 12, 2022
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 MoreAyla Networks Uses AI to Predict and Prevent Customer Problems
By Sue Marek March 17, 2022
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 MoreEnterpret Launches to Support Customer Feedback Intelligence
By Sherril Hanson March 4, 2022
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 MoreEvaluating Chatbots for Customer Support Applications
By Keith Kirkpatrick March 2, 2022
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 MoreZoom Launches New Contact Center CX Offering
By Alex Gaw February 28, 2022
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 MoreM&A Update: Funding for AI-Related Tech and New Acquisitions
By Alex Gaw February 25, 2022
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 MoreSoul Machines Raises $70 Million for Pioneering Work in Digital People
By Alex Gaw February 22, 2022
To hear it described by the folks at Soul Machines, the San Francisco-based technology company engaged in highly advanced artificial intelligence (AI) work, the metaverse and the digital world will soon be teeming with so-called “digital...
Read MoreNAB Case Study: Supporting Interactions Through Digital Messaging
By Keith Kirkpatrick February 16, 2022
A key strategy being deployed by organizations seeking to improve their customers’ experiences includes leveraging both artificial intelligence (AI) and digital messaging, with the goal of supporting interactions with customers through the...
Read MorePriya Vijayarajendran to Join ASAPP as Chief Technology Officer
By Alex Gaw February 11, 2022
Priya Vijayarajendran, the prominent artificial intelligence (AI) executive who led data and artificial intelligence (AI) initiatives at Microsoft, is joining ASAPP as chief technology officer (CTO) effective March 1. At ASAPP,...
Read MoreConversational Bots for CX in Travel & Hospitality
By Sherril Hanson January 28, 2022
The labor shortage in the travel & hospitality sector has continued to be a challenge as the Omicron variant swept through the industry, causing havoc during late 2021/early 2022 holiday travel. The use of chatbots in the travel sector is...
Read MoreImproving Insurance CX via Engagement and Technology
By Keith Kirkpatrick January 18, 2022
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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