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Consumer emotion and sentiment

Developing Deeper Emotional Connections with Customers

One of the most oft-repeated adages in life is that you do not remember what a person says to you, but you do remember how they made you feel. This rings true across both B2B and B2C customer interactions, but due to the more personal nature of B2C...

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Customer loyalty

Reducing Customer Effort to Improve CX and Loyalty

One of the most frustrating things about being a parent is having to ask a child to complete a task, only to find it hasn’t been done, and then having to request its completion repeatedly. In addition to the task not being completed in a timely...

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Salesforce CRM Analytics

Salesforce Launches CRM Analytics With New Features

A customer relationship management (CRM) solution from Salesforce has been retooled and relaunched with new features that incorporate artificial intelligence (AI)-driven insights directly into workflows, advances that Salesforce says can help...

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Senior citizen customer experience

Providing Better CX for Seniors

Much of the discussion on CX has been focused on so-called “digital natives,” or younger consumers that have grown up with the internet, mobile devices, and social media as primary components of the way they interact with others, for both...

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Business growth

SugarCRM Has Banner Fiscal 2022, Looks Ahead to Continue Thriving

SugarCRM, the Silicon Valley-based provider of an artificial intelligence (AI)-driven platform for customer relationship management (CRM), enjoyed a banner year as it reported double-digit growth in attracting new customers, a triple-digit surge in...

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customer wins and case studies

Customer Wins for Sprinklr, goHappy, Algolia, Veeva, and ActiveCampaign

In this latest roundup of customer wins and case studies, five providers find success in their CX implementations.  Unified customer experience management (CXM) provider Sprinklr is tapped by Formula 1 racing team BWT Alpine. For goHappy, new...

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corporate fake news

Managing Corporate and CX Disinformation

So-called “fake news” or disinformation is hardly limited to political topics and discourse, and its roots are far older than the social media platforms which, in recent years, have served as an amplifier.Disinformation also can impact...

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CX research reports

New Research from SugarCRM, Eagle Hill, Adobe, Blueshift, and Qualtrics

In this roundup, a batch of new research reports examines a diverse set of issues. For SugarCRM, an unusual customer turnover rate at US businesses could be a harbinger of trouble. Meanwhile, the worsening day-to-day work experience of US...

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Zoom Contact Center

Zoom Launches New Contact Center CX Offering

Four months after failing on a multibillion-dollar bid to acquire a call center platform, video conferencing company Zoom now has its own contact center solution that is optimized for video interaction with customers, combined with unified...

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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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Notable CX Acquisitions and Fresh Funding in the First Week of February

A number of notable acquisitions and new funding rounds took place in the first week of February, including several transactions that were announced on February 3. Our roundup includes the newsmakers that successfully closed deals or raised fresh...

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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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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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