Genesys Launches the Experience Index for Contact Center Employees
By Sherril Hanson June 22, 2023
The News:Genesys has introduced a new solution using a fresh and research-driven methodology to measure experience in a way that ties it more closely to action and purpose. Historic ways of experience measurement often miss the mark in finding what...
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WebMD Health Services Announces Intent to Acquire Limeade
- By Sherril Hanson June 14, 2023
The News: Wellbeing solutions provider WebMD Health Services, a part of WebMD Health Corp, announced its intention to acquire employee wellbeing company Limeade. The latter company, which is based in Bellevue, Washington, but publicly...
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Delta Launches, Then Pauses, Employee Recognition Program After Backlash
By Keith Kirkpatrick June 1, 2023
The News: On May 27, news emerged about Delta Air Lines’ plan to share the first names of flight attendants with passengers in emails that will be sent to customers a day before their flight, as part of a new employee recognition tool. The tool,...
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Nexthink Assist Launched to Support Digital Employee Experience
- By Sherril Hanson May 31, 2023
The News: Digital employee experience (DEX) management provider Nexthink has introduced Nexthink Assist, a virtual assistant that leverages AI to help resource-constrained and overloaded IT teams address problems faster and more easily. This new...
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Genesys Broadens Experience Reach with the Cloud EX Launch
- By Sherril Hanson May 23, 2023
The News: Global experience orchestration provider Genesys has introduced Genesys Cloud EX, a solution focused on supporting employees within and beyond the contact center with AI-driven workforce forecasting and scheduling, gamification and...
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Grammarly Incorporates Generative AI to Improve Workflow and Productivity
- By Keith Kirkpatrick May 22, 2023
The News: Grammarly, a company best known for utilizing AI and human expertise to help people develop, compose, revise, and understand communications, announced several new enhancements and features designed to improve workflow and productivity...
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Continuous EX Measurement Allows for Increased Ability to Make Positive Change
- By Sherril Hanson May 18, 2023
The News: Real-time coaching and guidance solution provider Cogito has introduced a new EX measurement that leverages a machine learning (ML) model to determine how contact center agents are feeling after each of their daily customer...
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Google Cloud’s Generative AI Comes to UKG’s HCM Suites
- By Sherril Hanson May 15, 2023
The News: Human capital management (HCM) solution provider UKG and Google Cloud have expanded their partnership, bringing Google Cloud’s generative AI technology into UKG’s HCM suites. UKG is now an early partner that will be using Google...
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Data Reinforces ‘Don’t Ask for Feedback You Are Not Prepared to Act On’
- By Sherril Hanson May 8, 2023
In the experience world, both for customer and employee, there is real risk in not responding to feedback. Both groups must feel like their voices are heard and that concerns will be addressed. If repeatedly asked for feedback without any...
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Microsoft Announces Copilot in Microsoft Viva
- By Sherril Hanson April 28, 2023
Microsoft has been introducing enhancements to its Viva employee experience (EX) platform at a fast pace since the platform’s launch, and last week saw several notable announcements. Additionally, Microsoft released research that ties employee...
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Playvox Brings a Strong Focus on Agent Engagement
- By Sherril Hanson April 24, 2023
I recently had a conversation and demo with Playvox, a quality and workforce management solution provider that has a strong focus on agent engagement. Playvox has targeted agent engagement since the firm’s inception, and has also been a...
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New Research from 1E, eGain and KMWorld, MoEngage, Talkdesk, and Insightly
By Alex Gaw April 21, 2023
1E: IT Managers Say “No” to Surveillance Tech Monitoring Employee Productivity A majority of IT managers do not favor the use of productivity surveillance technology, and believe that tools for monitoring employee productivity and tracking...
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