Khoros, Medallia, Netigate, Qualtrics, and Others Announce Products, Partnerships
By Sherril Hanson September 28, 2022
There are a variety of data sources and technologies within the Customer Insights & Feedback CX category that can be leveraged. This product/partnership update touches upon many, including data sources such as social media, text analysis,...
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InMoment Appoints John Lewis as New CEO
By Alex Gaw September 28, 2022
John Lewis is the new chairman and CEO of InMoment, the provider of feedback management and improvement solutions for enterprise customers and employees, the company announced in a recent statement. The new post elevates Lewis from his previous...
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How Social Listening Can Improve CX
By Keith Kirkpatrick September 19, 2022
Capturing customer feedback through surveys can be extremely useful, particularly when detailed information is provided immediately after an interaction has taken place. But many insights and details about a product, service or brand may not...
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New Research from Accenture-NASCA, Replicant, Newgen, Centrical, and Mitto
- By Alex Gaw September 8, 2022
Accenture-NASCA: State Chief Administrators Can Help Improve Government Customer Service Citizens wish for new and improved digital services from their governments, and the chief administrators in each state are uniquely positioned to help meet...
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QuestionPro Acquires Digital Qualitative Research Provider Digsite
- By Sherril Hanson September 8, 2022
QuestionPro, an online survey and research services provider with solutions for both CX and employee experience (EX), announced it has acquired Digsite. Digsite’s qualitative tools will be available alongside QuestionPro’s full suite of...
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Communities and Surveys Lead to New Products and Process Improvements
- By Sherril Hanson August 26, 2022
Customer feedback and the generation of insights are critical pieces in the customer experience technology ecosystem. Customers want the opportunity to be heard and acknowledged, but on their own terms and via their own channel choices. They also...
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Inability to Move Beyond Data Collection Hinders Customer Experience
- By Sherril Hanson August 23, 2022
The technologies behind surveying and data collection are becoming commoditized. The variety of survey platforms, ranging from sophisticated enterprise solutions to simple do-it-yourself (DIY) offerings, is astounding, and most are easy to use and...
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New Research from Five9, West Monroe, Equisoft, TechSee, and UJET
- By Alex Gaw August 22, 2022
Five9: Contact Centers Are Putting Greater Importance on Employee Experience Nine out of 10 contact centers are increasing their focus on agent and employee experience (EX) because the role of the customer service representative has changed...
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Momentive, Conductrics, and Reputation Announce Enhancements and Integrations
- By Sherril Hanson August 22, 2022
A few new announcements in the Customer Insights & Feedback segment focus on integrating survey data for optimization and experimentation purposes, integrating feedback and analysis capabilities with a data flow from Zendesk, and enhancing...
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Enticing Customers to Provide Feedback
- By Keith Kirkpatrick August 15, 2022
According to a 2021 report from McKinsey & Co., 93% of CX leaders surveyed in 2019 and 2020 relied mostly on customer satisfaction scores and other survey-based feedback to evaluate and assess their companies’ CX strategies. That survey also...
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Bain & Company Launches NPSx for CX Training and Certification
- By Alex Gaw August 1, 2022
From Bain & Company, inventors of the Net Promoter Score (NPS) and Net Promoter System, comes NPSx, a CX training and certification course that the company says is the first of its kind to help organizations create leading customer...
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New Harvard Publications Report: Effective Customer Engagement is Critical
- By Alex Gaw August 1, 2022
Effective customer engagement is especially critical to businesses today as the world braces for an economic downturn, according to new research from the publishing group at Harvard University. And yet, various obstacles prevent businesses from...
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