Best-of-Breed versus Single Vendor Software
By Keith Kirkpatrick August 29, 2022
By 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...
Read More
New CMO Council-GfK Report: Marketers Lack Confidence in Their Own Data
- By Alex Gaw August 19, 2022
By 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...
Read More
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...
Read More
Taming Customer Feedback Data into Insights and Action
- By Sherril Hanson May 24, 2022
By 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...
Read More
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 More
ONR Report: Blockchain and Other New Tech Can Alter Consumer Experience
- By Alex Gaw April 25, 2022
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...
Read More
Zeta Acquires ArcaMax to Enhance Data Cloud
- By Alex Gaw March 24, 2022
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...
Read More
Leveraging Blockchain to Improve Customer Confidence in Sharing Personal Data
- By Keith Kirkpatrick March 15, 2022
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...
Read More
Brands Must Rethink Customer Data Strategies as Website Cookies Are Retired
- By Alex Gaw January 27, 2022
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...
Read More
Merkle B2B Integrates gyro and Merkle|DWA to Create a Full-Service CX Management Offering
- By Alex Gaw January 25, 2022
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...
Read More
Medallia Announces Acquisition of UK Journey Orchestration Firm Thunderhead
- By Alex Gaw January 21, 2022
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...
Read More
Backend AI: Not Just for Customer-Facing Bots
- By Keith Kirkpatrick December 7, 2021
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...
Read More
Latest Research
CX in the Healthcare Industry
Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
Read MoreCX Market Forecasts
Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
Read MoreCustomer Insights & Feedback
Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
Read MoreOmnichannel Customer Engagement
Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software
Read More