Learn More
Customer insights and feedback product launches and partnerships

Khoros, Medallia, Netigate, Qualtrics, and Others Announce Products, Partnerships

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,...

Read More
Lewis appointed CEO at InMoment

InMoment Appoints John Lewis as New CEO

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...

Read More
Social listening for better customer experience

How Social Listening Can Improve CX

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...

Read More
Customer experience surveys and research

New Research from Accenture-NASCA, Replicant, Newgen, Centrical, and Mitto

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...

Read More
QuestionPro acquires Digsite

QuestionPro Acquires Digital Qualitative Research Provider Digsite

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...

Read More
Customer experience communities and surveys

Communities and Surveys Lead to New Products and Process Improvements

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...

Read More
Action and empathy in customer insights and feedback

Inability to Move Beyond Data Collection Hinders Customer Experience

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...

Read More
Customer experience research studies

New Research from Five9, West Monroe, Equisoft, TechSee, and UJET

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...

Read More
Customer insights and feedback product announcements

Momentive, Conductrics, and Reputation Announce Enhancements and Integrations

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...

Read More
Customer feedback

Enticing Customers to Provide Feedback

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...

Read More
Bain NPSx customer experience

Bain & Company Launches NPSx for CX Training and Certification

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...

Read More
Customer engagement research study

New Harvard Publications Report: Effective Customer Engagement is Critical

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...

Read More

Latest Research

Employee Experience

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

Read More

CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

Read More

CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

Read More

Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

Read More