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New Report Affirms Imperative Role of CXM Solutions for 2022

A new report on emerging trends in the CX industry underscores the strategic importance of customer experience management (CXM) solutions as businesses strive to find ways to attract, maintain, and expand their customer base, while continuing to...

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Activist Investor Jana Partners Calls for Zendesk to Abandon Acquisition of Momentive Global

Activist investor Jana Partners is putting pressure on CX software solutions provider Zendesk to call off its proposed acquisition of Momentive Global, the company formerly known as SurveyMonkey, objecting vociferously to a deal that it said...

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CX Rebounds in Importance for Consumers in Malaysia

An Asian-based CX publication reports that CX is enjoying new-found relevance in economically vibrant Malaysia, carrying important implications for business and investment in that Southeast Asian country. The finding is contained in a survey...

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Capital One Is Nation’s No. 1 Bank in Customer Satisfaction, Says JD Power

For the second year in a row, Capital One is the top-ranked retail bank in the US for overall customer satisfaction, outscoring eight other national banks for the distinction. The nine national banks in the study, ranked from highest to lowest,...

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Consumer Insights Into US Patient Experience

A positive patient experience (PX) is an important goal in its own right, but also increasingly recognized as an independent dimension of healthcare quality. Substantial evidence points to a positive association between various aspects of PX and...

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Mass Consumer Dissatisfaction with Business in India, New Qualtrics Report Notes

A global trends report found near-universal dissatisfaction among consumers in India with their experience as customers this year, which could be exacting a substantial toll on business in the world’s second most populous country. The findings...

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Qualtrics Announces Plan to Create 400 New Jobs and Build Massive Office Hub

Qualtrics, the experience management and CXM platform, has committed to new investment and expansion plans that would include the creation of new jobs in the nation’s capital, as well as the building of a new hub for product innovation in...

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CXM Firm Alida Receives New Equity Investment

Alida, the Canadian developer of CXM and customer insights software, said in a recent announcement that it was the recipient of an equity investment from fellow Canadian entity BMO Capital Partners, a major source of subordinated debt and minority...

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Empathy Mapping for CX

If you were to create a word cloud to track the trending words in CX, “empathy” would take up some sizable real estate. The ability to understand the feelings of a customer can lead to a more personalized approach or offering, as well as better...

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Twilio Research: Significant Gap Revealed in CX Qualities Most Desired by Consumers

New research on consumer interaction with brands reveals a large and substantive gap between the CX qualities desired by consumers and what they, in fact, receive from companies. The research on industry perception and engagement statistics is...

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Bad CX Accounts for $4.7 Trillion in Global Consumer At-Risk Sales

In two separate Qualtrics studies, the importance to consumers of good CX took center stage as fallout from the reverse—shoddy or poor CX—translated into a risk of staggering trillion-dollar losses for businesses worldwide and to consumers...

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Zendesk to Acquire Momentive of SurveyMonkey Fame

Global customer relationship management (CRM) firm Zendesk is set to acquire online experience management company Momentive, formerly known as SurveyMonkey, in an all-stock transaction that will be growth accretive for Zendesk by 2023 and...

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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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