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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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shopping appointments cx

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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E-Commerce Lender Qupital Secures New $150 Million Funding to Push Expansion Plans

Qupital, the Hong Kong-based provider of capital and financing services to cross-border e-commerce sellers, has raised $150 million to expand business internationally and continue providing lower-cost loans to credit-worthy e-commerce sellers,...

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Retailers Deploy AI to Improve CX and Drive Revenue

A new report reveals that retailers are applying artificial intelligence (AI) to new areas in their business beyond simply boosting technical performance, and are doing so with an eye toward improving CX and driving topline revenue. The fresh...

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Improving CX in the Grocery Industry

Supermarkets and grocery stores continue to serve an important function in the lives of most consumers. While there has certainly been a shift to online grocery purchasing and food purchases through mass merchandisers, drug stores, and major...

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More Than 100,000 Brands Have Joined Amazon’s US Store This Year

More than 100,000 brands have started selling in the US stores of Amazon so far this year, and sales from brands were up by 60% at the end of June compared to the same time last year, Amazon announced during its Accelerate 21 virtual conference in...

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Online Shoppers Have Big Expectations This Holiday Season

A new survey reveals that consumers possess heightened expectations for shopping online this holiday season. The most successful retailers during this period will be those that differentiate their offerings through personalization to win over...

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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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COVID-19 Forces Telecom Operators to Adapt Their Customer Service Operations

The COVID-19 pandemic accelerated the speed at which telecom operators shifted toward online customer service tools and e-commerce retail sales. And even with telecom retail stores fully open across the country today, it is expected that consumers...

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Skeepers Group Launches CX Management, A Plug-in to Rationalize Customer Feedback

The Skeepers Group, the French-based provider of software as a service (SaaS) solutions, has unveiled a new plug-in that collects data to help streamline the customer feedback process for brands, enabling brands to strengthen their...

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Report: AI Is Key for Retailers to Personalize CX at Scale, but Adoption Is Still Negligible

A new report from global CX solutions provider Talkdesk identifies artificial intelligence (AI) as a key area of opportunity for retailers to elevate CX, but adoption of AI in contact centers remains low and is cause for concern. In its latest...

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New Ikea Virtual Queue Management System Improves CX in Saudi Arabia and Bahrain Stores

A virtual queue management system introduced at Ikea stores in Saudi Arabia and Bahrain is proving successful in enabling customers to have a more satisfying shopping experience, while also eliminating potential friction and frustration...

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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…

Read More

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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