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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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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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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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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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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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Significant Disconnect Exists Between Consumers and Business Leaders on Issues of Trust

A new joint report by Deloitte Digital and Twilio shows that a significant chasm exits between consumers and US business leaders when it comes to trust, with many leaders overly confident about the extent of customer trust in their brands. The...

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EY Survey: “Omnisumers” Offer Energy Providers a New Customer-Focused Opportunity

A new type of consumer is at the forefront of the energy transition to renewables, presenting energy providers with compelling opportunities to reshape their business and connect with customers, a new report reveals. The report, Navigating the...

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Using Video to Improve CX

If a picture is worth a thousand words, to quote the famous adage, then a video must be worth at least ten times that amount. And given the high quality of today’s video platforms, along with the wide range of devices that can play the content,...

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Medallia Research: Three Practices Separate EX Leaders from Laggards

New research from global CX and employee experience (EX) company Medallia identifies three key practices that separate EX leaders from the laggards. The common element in all three practices, the research discovered, was a consistent focus on...

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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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Survey: More US Employees Feel Empowered to Discuss Well-Being Issues With Employers

A new survey shows that the number of American workers today who feel safe in disclosing to colleagues the state of their physical or mental well-being is up considerably compared to levels a year ago. That number, which translates to 78%, is...

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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…

Read More
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