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Using Appointment-Based Shopping to Improve CX

The COVID-19 pandemic ushered in many changes, particularly in retail, where the implementation of customer and employee safety protocols, such as sanitizing stations, mask wearing, and social distancing, became commonplace. But even as...

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Personalization Is Important, but Marketers Face Many Obstacles

Personalization may be important for companies to achieve increased revenue and enhanced CX, but marketers for global retail brands are frustrated by multiple challenges in their efforts to implement the desired trait. The finding is contained...

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B2B Personalization for CX Vendors

One of the key strategies used by business-to-consumer (B2C) companies to improve CX is to personalize each interaction. By capturing and using customer journey data, companies can provide a more personalized experience across marketing, sales, and...

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Acquia Study: Marketers Changed Digital CX Strategies While the Pandemic Raged On

A new global research study confirms that marketers all over the world changed their digital CX strategies in one way or another during the last year-and-a-half to remain relevant to consumers while, navigating a marketing landscape dramatically...

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New Report Indicates that Funnels Miss Customer Interactions and Distort Data

A new report revealed that most funnel analyses deliver misleading data, having missed important customer interactions on company websites. The resulting data, which can be less-than-complete, ambiguous, or even confusing, could end up preventing...

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Restaurant Software Company Olo to Acquire Customer Personalization Provider Wisely

Restaurant software as a service (SaaS) platform provider Olo is set to acquire customer intelligence and engagement company Wisely, which is hoping to enable brands to personalize the guest experience during restaurant dining and maximize the...

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Consumers Likely to Shop with Brands that Understand Them This Holiday Season

New research about shopping for the upcoming holiday season reveals that consumers are more likely to stick with brands that personalize their offers and show an understanding of their needs. Consumers are also adjusting their behavior by starting...

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The Power of Personalization in CX

From a commercial perspective, personalization was once limited to marketing or sales activities, often tied to specific actions, such as a previous purchase or a direct-mail offer. However, personalization across the entire customer journey has...

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Powering Excellent CX in the Utility Services Market

Most customers only think about their electricity, water, or gas service providers at two times: when their bill comes, and when there is an interruption or problem with the service. However, given the increased use of Internet of Things...

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CX for Streaming Services

One group of companies that received a massive boost in usage during the COVID-19 pandemic was over-the-top (OTT) video streaming services, such as Netflix, Prime Video, Hulu, Disney+, and Apple TV+. As people complied with stay-at-home guidelines...

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Funding Trends in CX

As companies rode out the COVID-19 pandemic, funding activity continued in the CX space. The rapid shifts that companies had to make during this time have only proven how important CX technologies will be to businesses as they aim to provide...

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Merger and Acquisition Activity in the CX Market is Unabated through the COVID-19 Pandemic

Merger and acquisition (M&A) activity in the CX space has continued at a good clip over the past 2+ years and shows no signs of slowing. Consolidation continues in this market as companies seek to both deepen their current offerings and expand...

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Latest Research

Artificial Intelligence for CX Applications

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of AI Within CX Platforms and Applications

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CX Market Forecasts

Consumer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

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CX in the Telecommunications Industry

Software Platforms, Applications, and Services: Global Market Analysis and Forecasts

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CX in the Retail Industry

Software and Services for Customer Data & Analytics, Customer Relationship, Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Employee Experience and Customer Feedback

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Latest News

Content Guru Teams Up with Bechtle in New Partnership

Content Guru, a leading provider of cloud communications and contact center solutions based in the UK that counts that country’s National Health Service (NHS) as a client, has formed a new partnership with Bechtle AG, Germany’s largest IT…

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Salesforce Report: Rising Shopper Expectations Put Pressure on Brands and Retailers to Redefine Customer Engagement Strategies

A new report from leading customer relationship manager (CRM) platform provider Salesforce sheds light on how COVID-19 permanently upended shopping for consumers and brands alike, raising shopper expectations in significant ways, while dramatically…

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Customer Relationship Management in Travel & Hospitality

Customer relationship management (CRM) is one of the key functional areas in the CX landscape. The use of CRM systems offers benefits in any industry, enabling the tracking of customer interactions and information, eliminating manual activities,…

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Bad CX Accounts for $4.7 Trillion in Global Consumer At-Risk Sales

In two separate Qualtrics studies, the importance to consumers of good CX took center stage as fallout from the reverse—shoddy or poor CX—translated into a risk of staggering trillion-dollar losses for businesses worldwide and to consumers…

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