Zoom Launches New Contact Center CX Offering
By Alex Gaw February 28, 2022
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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Validity Report: Confidence in CRM Does Not Match Reality
- By Alex Gaw February 25, 2022
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
- By Alex Gaw February 11, 2022
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
- By Alex Gaw February 8, 2022
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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Managing Surges in CX Inquiry Demand
By Keith Kirkpatrick February 2, 2022
In late January, streaming service Spotify found itself in the middle of a conflict between Joe Rogan, the comedian-turned-podcast host, and rock legend Neil Young. Rogan, host of the Joe Rogan Experience, had come under scrutiny for providing a...
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CX in Gaming: Personalization and Customer Relationship Management
By Sherril Hanson January 13, 2022
The COVID-19 pandemic caused the suspension of many in-person sporting events, as well as the temporary shutdown of casinos and other gambling outlets. This spurred a large shift to online gaming. The global online gaming (sports betting/gambling)...
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Insightly Leadership Team Offers CX Advice for Businesses to Succeed in 2022
- By Alex Gaw January 6, 2022
Finding businesses to be struggling in managing the customer journey effectively, the executive team of customer relationship management (CRM) software provider Insightly thought it would help organizations address the changing customer landscape...
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Using Social Media to Improve CX
- By Keith Kirkpatrick December 29, 2021
Social media use has become pervasive, with usage cutting across a wide range of demographic segments, geographic regions, and ethnic groups. According to the Digital 2021 October Global Statshot Report published in partnership with We Are Social...
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ChurnZero to Set Up a New Office in Amsterdam
- By Alex Gaw December 23, 2021
ChurnZero, the provider of a cloud-based customer success management platform, is establishing and investing in a new office in Amsterdam that the company hopes will help fast-track its growth worldwide. The new office will support existing...
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Five Questions for Rich Green, Chief Product Officer with SugarCRM
- By Keith Kirkpatrick December 14, 2021
Rich Green, Chief Product Officer, SugarCRM I recently connected with Rich Green, chief product officer (CPO) with SugarCRM, to get this customer relationship management (CRM) industry veteran’s insights into the challenges of integrating AI...
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CX Outsourcing Firm Majorel Enters Croatia and Agrees to Acquire Turkish CX Provider Mayen
- By Alex Gaw December 6, 2021
Majorel, the Luxembourg-based provider of multilingual outsourced CX solutions, has expanded its footprint with the establishment of new operations in Zagreb, Croatia, the company announced on December 2, just 10 days after it signed an agreement...
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Gartner Survey: Most Service and Support Leaders to Advocate Value-Added Customer Service Strategy for 2022
- By Alex Gaw December 2, 2021
A new report from Gartner shows that a majority of customer service and support leaders favor a value-added customer service strategy to grow their business in 2022, representing a significant shift from the once-prevalent mindset that customer...
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