Real-Time Engagement Builds a Better Patient Experience
By Sherril Hanson May 22, 2023
The use of feedback technology in the healthcare sector is nothing new. Providers have been required to do follow-up surveys for years. However, the broadening view of patient experience (PX), as well as the deepening focus on healthcare employee...
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The Pitfalls of Leaning into DEI Issues without Conducting Customer Research
By Keith Kirkpatrick April 27, 2023
Diversity, equity, and inclusion (DEI) has become a major issue for both companies and the customers that purchase from them. But the backlash and boycotts against Bud Light and its parent, Anheuser-Busch, began nearly immediately after Bud Light...
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Khoros Announces Trustpilot Integration and Cerby Partnership
- By Sherril Hanson April 19, 2023
Social media and reviews are important channels for both customers and brands. Customers expect them as feedback options, and they have high expectations around response times. How smoothly these processes go have implications for overall CX, not...
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Despite Customer Anger, HP Stands by Its Cartridge Authentication System
- By Keith Kirkpatrick March 20, 2023
Maintaining a balance between ensuring customer experience and the need to ensure solid revenue streams is a challenge faced by many organizations. Amid an environment where menu hacks are shared on Twitter to highlight ways to save money by using...
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Qualtrics X4 is Back
- By Sherril Hanson March 8, 2023
Qualtrics X4 has returned after a 3-year hiatus with 10,000 experience professionals converging on Salt Lake City. The company is leaning into a few areas, and has been highlighting its capabilities with AI, its solutions to support frontline...
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Delivering Empathy to Improve CX
- By Keith Kirkpatrick March 6, 2023
Providing a good customer experience is often dependent upon the ability of an organization and its representatives to provide efficient, timely, and personalized service to customers during each interaction. However, the ability to display empathy...
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Research Points to the Importance of Online Reviews
- By Sherril Hanson March 6, 2023
Two reputation management companies recently released data pointing to the importance of online reviews as part of the brand-customer experience. Reputation management and brand intelligence provider Chatmeter conducted a survey in January 2023...
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CX Innovators: Ken Peterson, QuestionPro
By Clint Wheelock February 20, 2023
Ken Peterson, President, Customer Experience at survey software company QuestionPro, provides insights on using CX to provide "empathy at scale".
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Insights and Feedback News: Gainsight, Lexalytics, Productboard, Qualtrics, Review Trackers, SkyTeam
- By Sherril Hanson February 1, 2023
Customer Insights & Feedback market sector updates: product launches and enhancements, partnerships, and investment news.
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Fewer Than 1 in 7 Marketers Possess Digital Infrastructure Needed to
Develop Hybrid CX
By Alex Gaw December 19, 2022
Not many companies have succeeded in the digital transformation necessary to achieve successful hybrid CX, and fewer than 1 in 7 marketers say they have a digital infrastructure to deliver mature hybrid models, according to a new study from the CMO...
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CX Insights and Feedback News from Chatmeter, Momentive, Qualtrics, SANDSIV, Tattle, and Uberall
- By Sherril Hanson December 16, 2022
Chatmeter Enhances Platform Chatmeter announced additional features for its marketing and online reputation management platform designed to improve customer loyalty and enable real-time CX responsiveness. Actions and enhancements...
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Maintaining and Building Customer Trust in the Face of an Economic Downturn
- By Sherril Hanson December 12, 2022
A lot is being written on how the potential economic recession will affect companies and the customers that interact with them. Layoffs in the tech sector continue, and are inundating the news cycle. Companies will need to pay close attention to...
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Employee Experience
Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies
Read MoreCX 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
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