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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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From Consumers to Workers, New Research Reports Shed Light on a Range of CX Perceptions and Trends

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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US Workers 55 Years Old and Older Leave Their Jobs From Lack of Management Support

A new report reveals that American workers over 55 years old are more likely to have an employer who does not provide resources for guidance and professional development for this age segment, which could well account for the large number of job...

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Addressing Labor Shortages Through Better Employee Experience

As the calendar nears the end of the first month of 2022, it is clear that many of the CX issues and trends raised in Dash Network’s December 2021 white paper focusing on the CX industry in 2021 are likely to continue in 2022, though factors...

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Customer-Facing Workers in UK Are Burned Out

Customer-facing workers employed in the UK contact center industry are burned out or perilously close to being so, citing heavier workloads and longer hours since the COVID-19 pandemic began, without a commensurate promotion or increase in pay,...

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Microsoft Introduces New Features in Teams and Viva to Help Frontline Workers

Microsoft is launching new capabilities in its Teams and Viva platforms, while also introducing joint offerings with industry partners in a combined initiative to support frontline workers, following new research from the company showing that many...

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Beyond Tech: Training Employees to Deliver Better CX

Technology tools, such as artificial intelligence (AI), automation, and integrated, omnichannel communications platforms, can be extremely useful in providing an excellent customer experience. However, any investment in technology is wasted if...

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EX Platform Provider WeSpire Unveils New Employee Carbon Management Solution

WeSpire, the employee experience (EX) platform provider with an environmental, social, and governance (ESG) focus, has introduced a solution enabling companies to track and act on the carbon footprint generated by their workers. The Employee...

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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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WFHomie Secures $1.5 Million to Fund Company Expansion

WFHomie, the Canadian-based provider of an employee engagement platform, announced it had raised $1.5 million in funding to facilitate expansion and enhance the company’s analytics capabilities. Founded in 2020 and headquartered in Toronto,...

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Training, Safety, Communication, and Flexibility Are Major EX Issues Facing the Travel & Hospitality Industry

The current environment for employees in the travel & hospitality industry is extremely difficult and will not improve anytime soon, given the uncertainty of the COVID-19 pandemic. Travelers are facing an ever-changing set of rules,...

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Staffing Issues Continue in Travel and Hospitality

According to the World Travel and Tourism Council (WTTC), at the height of the COVID-19 pandemic in the spring of 2020, an astonishing 1 million travel and tourism jobs were being lost every day around the world. The slowdown in the industry, in...

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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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Omnichannel Customer Engagement

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software

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CX for Contact Centers

Case Studies, Market Drivers and Barriers, and Market Sizing and Forecasts Focused on the Adoption of CX Platforms and Applications in Contact Centers

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