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Digital infrastructure for CX

Fewer Than 1 in 7 Marketers Possess Digital Infrastructure Needed to
Develop Hybrid CX

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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Customer insights and feedback roundup

CX Insights and Feedback News from Chatmeter, Momentive, Qualtrics, SANDSIV, Tattle, and Uberall

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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Customer Trust

Maintaining and Building Customer Trust in the Face of an Economic Downturn

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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Predictive Net Promoter Score

Forsta Launches Predictive NPS

At the Web Summit in early November, Forsta introduced Predictive NPS (pNPS), a capability that will help customers fill in knowledge gaps caused by the majority of customers not participating in feedback opportunities. This functionality was...

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Closing the loop on customer feedback

“We Heard You”… Now What?

There are a multitude of very good customer feedback tools, available via many channels and mechanisms. This has helped to expand the amount and type of feedback given and provided convenience to customers who want their voices heard. Customer...

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Customer Insights and Feedback announcements

Insights & Feedback News from Alchemer, Alida, Limeade, Rison Software, and Others

Alchemer Integrates with Microsoft Teams Alchemer has expanded its list of available integrations, announcing the launch of a Microsoft Teams integration. This will allow the automation of customer and employee feedback directly into Teams...

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CX surveys and research studies

New Research from Accenture, OPM, Talkwalker and Khoros, Contentsquare, and MoEngage

Accenture: People Want Easy-to-Use Government Customer Services People want simple, intuitive digital government customer services that are secure and ensure that privacy is protected, according to the new report, Public Service Experience...

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Momentive workforce reduction

SurveyMonkey Parent Momentive Lays Off 11% of Workforce

Momentive Global, parent company of SurveyMonkey announced a layoff of 11% of its workforce. Described in a recently filed 8K as part of a plan to “improve operating margins and create efficiencies in our go-to-market motion and in other areas...

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CX surveys and research studies

New Research from Conduent, Bazaarvoice, Redpoint Global, and Pegasystems

Conduent: Human Touch is Still Needed, Even in Digital CX A new report from New Jersey-based business process solutions firm Conduent points out that even digital channels need a human element, with 65% of consumers wanting an agent to respond...

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QuestionPro acquires SuiteCX

QuestionPro Acquiring Journey Mapping Provider SuiteCX

QuestionPro is making a big addition to its QuestionPro CX product platform, with its soon to be formally announced acquisition of customer journey mapping provider SuiteCX. Dash Research had an exclusive interview with Ken Peterson, President,...

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Customer insights and feedback product launches

Partner and Product Launches from Alchemer, QuestionPro, Qualtrics, and Others

Alchemer Broadens Partner Program CX and enterprise feedback technology provider Alchemer has launched an expanded partnership program for software-as-a-service (SaaS) vendors, market research firms, and traditional resellers. Partners can...

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Telecommunications customer feedback

Providing Real-Time Feedback to Improve CX

One of the biggest challenges faced by telecommunications companies is providing a good experience throughout the entire customer journey. However, friction that occurs during that journey, from the initial product research phase to the purchase...

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Latest Research

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

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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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