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Diversity, equity, and inclusion pitfalls

The Pitfalls of Leaning into DEI Issues without Conducting Customer Research

Diversity, equity, and inclusion (DEI) has become a major issue for both companies and the customers that purchase from them. But the backlash and boycotts against Bud Light and its parent, Anheuser-Busch, began nearly immediately after Bud Light...

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Rising tide of customer complaints about airline customer service via Twitter

Customer Complaints About Airline Hold Times Grow Prominent on Twitter

A new study finds that airlines are among the the worst offenders when it comes to customer hold times, with a rising tide of complaints via Twitter.

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Social listening for better customer experience

How Social Listening Can Improve CX

Capturing customer feedback through surveys can be extremely useful, particularly when detailed information is provided immediately after an interaction has taken place. But many insights and details about a product, service or brand may not...

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Digital customer engagement

Khoros, EveryoneSocial Combine Digital Customer Engagement, Employee Advocacy

In early July, Khoros and EveryoneSocial announced a partnership that will leverage Khoros’ social media management solution with EveryoneSocial’s employee advocacy technology. The combination will be a boon to digital marketers as they attempt...

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social media for customer insights and feedback

Social Media as a Channel for Customer Insights and Feedback

Social media is yet another channel consumers are heavily using for education, research, shopping and brand interaction, and it needs to be part of every company’s CX strategy. Social media touches every part of the CX market ecosystem, including...

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corporate fake news

Managing Corporate and CX Disinformation

So-called “fake news” or disinformation is hardly limited to political topics and discourse, and its roots are far older than the social media platforms which, in recent years, have served as an amplifier.Disinformation also can impact...

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Worldwide Social Media Ad Spending Soared to New Highs in 4Q 2021

Global ad spending on social media peaked during the fourth quarter last year, in keeping with the increased level of paid social advertising that brands typically undertake during the holiday season, according to a new report from Emplifi, the...

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Using Social Media to Improve CX

Social media use has become pervasive, with usage cutting across a wide range of demographic segments, geographic regions, and ethnic groups. According to the Digital 2021 October Global Statshot Report published in partnership with We Are Social...

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Twilio Research: Significant Gap Revealed in CX Qualities Most Desired by Consumers

New research on consumer interaction with brands reveals a large and substantive gap between the CX qualities desired by consumers and what they, in fact, receive from companies. The research on industry perception and engagement statistics is...

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Generating and Leveraging Insights from Social Media

Love it or hate it, social media has become a fixture for nearly 4.5 billion users around the world, according to statistics published by Datareportal in July 2021, equivalent to nearly 57% of the world’s population. A typical user actively uses...

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Latest Research

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

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CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

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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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