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Best of breed customer experience software

Best-of-Breed versus Single Vendor Software

The CX technology ecosystem is a diverse web of software and service solutions that are aimed at enabling a smooth customer journey from start to finish, providing a personalized and engaging experience throughout the journey. These solutions aim...

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Customer data and analytics

New CMO Council-GfK Report: Marketers Lack Confidence in Their Own Data

A new report on marketing from the world’s foremost practitioners of the trade makes the startling disclosure that marketers throughout the world lack confidence in their own data systems to win and retain customers. On a global basis, this...

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Oracle customer experience layoffs

Oracle Cuts 5,000 Jobs in CX Division and in Marketing

Technology and software giant Oracle cut jobs in marketing and in its beleaguered CX division on Monday amid fears of economic uncertainty, with reports from business and trade papers quoting sources in the know as saying that the total number of...

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Customer feedback data

Taming Customer Feedback Data into Insights and Action

There is no shortage of technology solution providers in the customer insights and feedback space, ranging from those who offer end-to-end solutions to those who focus in on just one or two areas of the insights and feedback chain. One of the areas...

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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...

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Blockchain and consumer experience

ONR Report: Blockchain and Other New Tech Can Alter Consumer Experience

New technologies like blockchain and cryptocurrency have the potential to radically reshape the consumer experience, empowering consumers to take control of their personal data while presenting brands with a rare opportunity to shape, alter, or...

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customer data analytics

Zeta Acquires ArcaMax to Enhance Data Cloud

Zeta Global, the data-driven marketing technology company that is also widely acknowledged to be the business world’s third-largest dataset repository after Google and Facebook, has entered into an agreement to acquire ArcaMax, a key provider in...

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blockchain for customer data

Leveraging Blockchain to Improve Customer Confidence in Sharing Personal Data

A blockchain is a decentralized, distributed database that stores information electronically, and is designed to permit the collection of information  or records in groups, known as blocks. The goal with using a blockchain is to allow digital...

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Brands Must Rethink Customer Data Strategies as Website Cookies Are Retired

With third-party cookie practices soon headed for obsolescence, the findings from a new survey of CX professionals and marketers in Asia Pacific, the Middle East, and Africa show that brands must find new ways of acquiring intelligence on customer...

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Merkle B2B Integrates gyro and Merkle|DWA to Create a Full-Service CX Management Offering

Customer experience management (CXM) company Merkle Inc. is retiring the individual brand names of business-to-business (B2B) agencies gyro and Merkle|DWA, formally integrating the two specialist media and creative firms into the global media and...

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Medallia Announces Acquisition of UK Journey Orchestration Firm Thunderhead

Medallia, the San Francisco-based CX and employee experience (EX) specialist firm, is set to acquire the UK’s Thunderhead in a strategy aimed at serving the customer journey needs of enterprise technology firms. The provider of software and...

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Backend AI: Not Just for Customer-Facing Bots

Artificial intelligence (AI) is increasingly being accepted by customers as tools that allow them to accomplish tasks or get the information they need, without having to speak or interact with other humans. AI-driven automated attendants, virtual...

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Latest Research

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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Omnichannel Customer Engagement

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

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