Building the World's Largest Community of CX Professionals

Learn More

Content Guru Teams Up with Bechtle in New Partnership

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...

Read More

Is Cutting Customer Service the Answer for Companies to Cope with Rising Inflation?

With inflation surging this year, companies across industries are responding not by slashing prices, but by cutting customer service. This was the conclusion reached by a story in The New York Times that recounted how firms were taking steps...

Read More

Travel & Hospitality Sector Turns to Self-Service

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...

Read More

Steps to Transform Contact Centers into Engagement Centers

Contact centers have long played a passive role in delivering customer service, usually handling inbound inquiries related to administrative customer inquiries, technical questions or issues, or general questions about the company, its products and...

Read More

Verizon Offers Enterprises AI Tools to Streamline CX

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...

Read More

Businesses Are Better at Handling Customer Expectations Because of Pandemic, Journal Says

The COVID-19 pandemic compelled brands to speed up their digital transformation that led to vast improvements in brand experiences for customers, according to the publication Customer Strategist, which also covered the way industries responded to...

Read More

CX Solutions Maker Genesys to Acquire Pointillist and Exceed.ai

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...

Read More

Zoom’s Multibillion-Dollar Deal to Acquire Five9 Collapses

The $14.7 billion deal involving a bid by video conferencing company Zoom to acquire cloud contact center Five9 fell apart at the 11th hour, scuttled by Five9 shareholder concerns over the recent drop in Zoom’s stock price and the company’s...

Read More

Video Chat: Boosting Conversions and Aiding the Customer Journey by Ocular Solution

Chilean startup Ocular Solution may have found the missing piece in the customer journey puzzle of why visitors to a site do not turn into customers. The solution to the puzzle is video chat, or the online, face-to-face visual communication carried...

Read More

COVID-19 Forces Telecom Operators to Adapt Their Customer Service Operations

The COVID-19 pandemic accelerated the speed at which telecom operators shifted toward online customer service tools and e-commerce retail sales. And even with telecom retail stores fully open across the country today, it is expected that consumers...

Read More

ASAPP Report: Why Turnover of US Contact Center Agents Is So High

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...

Read More

Alvaria Announces Two New Application Suites for the Enterprise

Alvaria, which was recently formed by the merger of Aspect Software with Noble Systems, is releasing two application suites for its enterprise contact center portfolio—one aimed at fostering CX, and the other intended to maximize the employee...

Read More

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

Read More

CX Market Forecasts

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

Read More

CX in the Telecommunications Industry

Software Platforms, Applications, and Services: Global Market Analysis and Forecasts

Read More

CX 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

Read More

Latest News

Content Guru Teams Up with Bechtle in New Partnership

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…

Read More

Salesforce Report: Rising Shopper Expectations Put Pressure on Brands and Retailers to Redefine Customer Engagement Strategies

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…

Read More

Customer Relationship Management in Travel & Hospitality

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,…

Read More

Bad CX Accounts for $4.7 Trillion in Global Consumer At-Risk Sales

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…

Read More
More News