Using Contextual Data to Fight Fraud While Improving Customer Experiences
By Keith Kirkpatrick May 23, 2023
The News: Digital fraud continues to rise across a variety of industry groups, according to the TransUnion 2023 State of Omnichannel Fraud Report, with the study indicating that 4.6% of all customers’ digital transactions globally were...
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Salesforce Introduces Generative AI-Enabled Version of Tableau
- By Keith Kirkpatrick May 15, 2023
The News: Salesforce introduced on May 9 at its Tableau Conference the next generation of Tableau, the company’s data analytics and visualization solution, which is now powered by Einstein generative AI technology. According to the company,...
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Twilio-Qualtrics Integration Supports Enriched Customer Profiles
By Sherril Hanson March 22, 2023
Customer engagement platform Twilio and experience management company Qualtrics announced a no-code connector that will allow for real-time data sharing and integration between the Twilio Segment customer data platform (CDP) and Qualtrics’...
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QualtricsX4 Announcements
- By Sherril Hanson March 9, 2023
“If you aren’t all running all of your CX on an integrated platform, you are falling behind and likely wasting time and money on problems that need to be fixed on the frontlines” – Brad Anderson, President, Products and Engineering,...
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eGain Announces Integration of Knowledge Hub with Microsoft Teams
By Alex Gaw February 20, 2023
Knowledge management software company eGain has announced integration of its Knowledge Hub with Microsoft Teams to improve customer engagement automation.
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InMoment Adds Several Enhancements to its XI Platform
- By Sherril Hanson February 3, 2023
Sandeep Garg, chief product officer for InMoment, discusses the company's recent enhancements to its XI platform.
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The State of CX in 2022
- By Keith Kirkpatrick January 3, 2023
As the COVID-19 pandemic continued to recede into the background throughout 2022, the CX market homed in on serving customers that were increasingly digital, demanding, and DIY. Across nearly all industries, CX practitioners and vendors trained...
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CX Innovators: Rick Rosso, Concentrix
By Clint Wheelock December 20, 2022
Rick Rosso is Executive Vice President, Global Sales & Account Management for Concentrix, a global provider of CX solutions and technology headquartered in Fremont, California. Concentrix works with more than 750 clients in 40+ countries around...
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Best-of-Breed versus Single Vendor Software
- By Keith Kirkpatrick August 29, 2022
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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New CMO Council-GfK Report: Marketers Lack Confidence in Their Own Data
- By Alex Gaw August 19, 2022
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 Cuts 5,000 Jobs in CX Division and in Marketing
- By Alex Gaw August 9, 2022
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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Taming Customer Feedback Data into Insights and Action
- By Sherril Hanson May 24, 2022
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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