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CX digital communications

Leveraging Cutting-Edge Digital Communications Channels for CX

Most organizations have extensive experience using voice as a primary engagement channel through which customers can interact with the organization. Other channels, such as short message service (SMS)/text, web chat, social media, and mobile...

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Employee experience feedback

Customer Insights and Feedback Empowers the EX-CX Link

There is no longer room for debate that employee experience (EX) is closely linked to gains or losses in CX. Customer insights and feedback software and solutions provide the fuel to allow this EX/CX integration to be successful. Many technology...

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Alchemer Customer Feedback Platform

Alchemer’s Customer Feedback Platform Finds Favor with Amdocs

Alchemer, the survey software provider headquartered in Boulder, Colorado, says its customer feedback platform has found a home at global business services firm Amdocs, which leverages Alchemer’s voice of the customer (VoC) technology as part of...

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CRM gap between perception and reality

Validity Report: Confidence in CRM Does Not Match Reality

A new report from Validity Inc., the Massachusetts-based provider of data integrity solutions, indicates that many businesses may either overlook or not know that the data they keep on customers could be of poor quality, impacting their bottom line...

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Customer satisfaction

Getting Beyond a Single NPS Score: A Look at QuestionPro’s NPS+

CX practitioners collect a variety of metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES) and Secure Customer Index (SCI). NPS is the metric most frequently touted, for better or worse, as the gold...

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research reports

New CX Research Reports Focus on Consumers, Brands, and Employers

This new research roundup includes the latest batch of studies from Merkle on consumers and how they feel about data privacy, Resonate on three new consumer groups in 2022, Redpoint Global on what brand loyalty really means to consumers, Qualtrics...

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New Reports Address an Array of Present-Day CX Issues

In this roundup of new industry and research reports, we turn our lens on two critical participants in every CX journey: the employee and the consumer. The first three summaries relate to current concerns affecting employees in their wellbeing and...

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Companies Join Forces to Partner on CX Initiatives

Stories of successful team-ups and collaboration abound as companies join forces in striving to improve their CX offerings, exemplified by the four recent cases profiled below. Azadea Group Celebrates Fruitful Collaboration with MoEngage The...

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Taking a Humanized Approach to Customer Feedback Leads to a More Engaging Experience and Richer Insights

Opportunities to provide feedback on a product or experience can be plentiful in terms of the amount of outreach many companies do to stay in touch with their customers and the avenues through which feedback can be provided. Companies are...

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From Consumers to Workers, New Research Reports Shed Light on a Range of CX Perceptions and Trends

Several new studies and research reports of the past two weeks shine a light on the continuing evolution of CX and its various components in the face of an unrelenting pandemic. The latest findings are summarized below. Qualtrics: Gen Z Are the...

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Five Questions for David Solana, Co-Founder and Co-CEO of OPINATOR

I recently caught up with David Solana, co-founder and co-CEO of OPINATOR, to get David’s insights into the challenges companies face that spur the implementation of insights and feedback systems, the state of omnichannel feedback, and the...

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In Product Reviews, Review Volume and Recency Both Count for Shoppers

Product reviews are tremendously important to consumers prior to purchase, new research on the subject shows, and both review volume and review recency do matter to shoppers. Moreover, the study found that consumers were more likely to convert...

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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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