Taking a Humanized Approach to Customer Feedback Leads to a More Engaging Experience and Richer Insights
By Sherril Hanson February 7, 2022
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
By Alex Gaw February 4, 2022
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
- By Sherril Hanson January 24, 2022
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
- By Alex Gaw January 18, 2022
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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New Report Affirms Imperative Role of CXM Solutions for 2022
- By Alex Gaw January 10, 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
- By Alex Gaw January 7, 2022
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
- By Alex Gaw January 5, 2022
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
- By Alex Gaw December 27, 2021
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
By Andrew Broderick December 20, 2021
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
- By Alex Gaw December 17, 2021
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
- By Alex Gaw December 15, 2021
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
- By Alex Gaw December 10, 2021
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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