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NAB Case Study: Supporting Interactions Through Digital Messaging

A key strategy being deployed by organizations seeking to improve their customers’ experiences includes leveraging both artificial intelligence (AI) and digital messaging, with the goal of supporting interactions with customers through the...

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CX Acquisitions and Investments Continue to Make 2022 an Active Year for Market Development

As January drew to a close, there was no lack of activity on the acquisitions and new funding front. Below are some notable newsmakers during this period. Cyara Receives New $350 Million Investment Cyara, the provider of automated CX...

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CX Acquisitions and New Funding Rounds Are Well Underway in January

Gainsight On January 10, customer success company Gainsight announced it had signed a definitive agreement to acquire inSided, the provider of a platform based in Amsterdam, the Netherlands, that leverages the power of communities to drive...

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Merkle B2B Integrates gyro and Merkle|DWA to Create a Full-Service CX Management Offering

Customer experience management (CXM) company Merkle Inc. is retiring the individual brand names of business-to-business (B2B) agencies gyro and Merkle|DWA, formally integrating the two specialist media and creative firms into the global media and...

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Medallia Announces Acquisition of UK Journey Orchestration Firm Thunderhead

Medallia, the San Francisco-based CX and employee experience (EX) specialist firm, is set to acquire the UK’s Thunderhead in a strategy aimed at serving the customer journey needs of enterprise technology firms. The provider of software and...

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Digital Agency LaneTerralever to Acquire Marketing Firm Convince & Convert

LaneTerralever, the digital marketing and branding agency, is acquiring content marketing firm Convince & Convert, with both joining forces to offer a comprehensive suite of CX services under a new umbrella collective to be called Experience...

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The Arrival of a New Year Brings More Funding to the CX Market

Just a few days into 2022, at least three significant CX-related funding rounds and developments have taken place. The recipients of additional capital include Exotel from India, Oregon-based AskNicely, and Quantum Workplace from...

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Activist Investor Jana Partners Calls for Zendesk to Abandon Acquisition of Momentive Global

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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Clarivate Acquires Patient Connect to Address Increasing Need for Global Personalized Data

Clarivate, the London-based information services and analytics company, has acquired Patient Connect, a fellow UK-based firm and international provider of patient engagement solutions, in a union that will help life science companies understand...

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Concentrix Closes $1.6 Billion Acquisition of PK

Concentrix Corp., the CX services and technologies firm, has closed its billion-dollar acquisition of global CX digital design and engineering firm PK, and the integration process of the two CX providers is now underway, Concentrix announced in a...

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Mastercard to Acquire CX Personalization Firm Dynamic Yield

Global payment network processor Mastercard will acquire personalization platform provider Dynamic Yield from McDonald's to enable the global payment network processor to provide its clients with ways to serve better CX. “Mastercard plays a...

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Capital One Is Nation’s No. 1 Bank in Customer Satisfaction, Says JD Power

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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Latest Research

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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CX Market Ecosystem

150 Key Players and Industry Participants Providing Offerings in Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Insights & Feedback, and Employee Experience

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CX in the Travel & Hospitality Industry

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Employee Experience, and Customer Insights & Feedback: Market Analysis and Forecasts

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