QuestionPro Acquires PathosAI
By Sherril Hanson June 26, 2023
The News: QuestionPro, a survey and research, data, and insights services provider, has acquired PathosAI, bringing in AI expertise that will help uncover consumer intent and sentiment through measuring emotions and correlating them to why...
Read More
Providing Customer Experience on the Go Via Mobile Applications
By Keith Kirkpatrick June 23, 2023
The News: UJET announced the release of its Agent Mobile App, making it the latest CCaaS vendor to create a tool to let customer service or sales agents interact with and respond to customers while not sitting in an office or in front of a...
Read More
Managing the Challenges of Using the Contact Center Agent as the Human in the Loop
- By Keith Kirkpatrick June 23, 2023
The News: A lack of trust among both company executives and consumers in the ability to trust the output of generative AI represents a speed bump in its deployment, according to a recent Salesforce briefing to industry analysts. A key strategy...
Read More
Educating Customers About Home IoT Network Security
- By Keith Kirkpatrick June 22, 2023
The News: The advent of smart hubs, wireless routers, and a plethora of consumer-grade internet-controllable devices has created a dangerous situation for both customers and telecommunications companies. Many of the Internet of Things (IoT)...
Read More
Genesys Launches the Experience Index for Contact Center Employees
- By Sherril Hanson June 22, 2023
The News:Genesys has introduced a new solution using a fresh and research-driven methodology to measure experience in a way that ties it more closely to action and purpose. Historic ways of experience measurement often miss the mark in finding what...
Read More
Utilizing Mixed Reality to Deliver More Immersive Customer Experiences
- By Keith Kirkpatrick June 21, 2023
The News: Consumers are eager for more advanced augmented reality (AR) and mixed reality (MR) experiences to be integrated within gaming, shopping, exercise, and other areas, particularly if technology from Apple is involved, according to a...
Read More
UJET: Leveraging Stability and Data-Handling Policy to Drive Customer Growth
- By Keith Kirkpatrick June 21, 2023
The News: The Contact Center as-a-service (CCaaS) market is dominated by stalwarts such as Genesys, 8X8, Avaya, Salesforce, Zendesk, and Five9, among others. UJET has amassed an impressive list of logos across retail, fintech, healthcare, and...
Read More
Announcements from Verint Engage 2023
- By Sherril Hanson June 21, 2023
Engage 2023, Verint’s event focused on The Art of Innovation, was the platform for several new product introductions. Openness, AI, and Automation were top themes. “It’s not about technology, but transforming technology into business...
Read More
5 Questions with Ellen Loeshelle, Qualtrics Director of Product Management, Intelligence Platform
- By Sherril Hanson June 19, 2023
I recently spoke with Ellen Loeshelle, Director of Product Management, Intelligence Platform, at Qualtrics to hear more about how Qualtrics already has been using AI, its plans for the future, and the need to keep focused on usability. Can you...
Read More
Despite a Rise in AI in CX, People Still Prefer to Interact with Humans
- By Keith Kirkpatrick June 16, 2023
The News: Despite research illustrating that consumers have confidence in AI as a tool for transforming their customer experiences, research conducted by Savanta and unveiled at PegaWorld iNspire found that most people still prefer to interact...
Read More
New CX Research from Northridge, CX Live, Jitterbit, Telus International, and Airship
By Alex Gaw June 15, 2023
Northridge Group: Consumers Less Happy with Service than Businesses Think Featuring insights aimed at helping businesses to benchmark and improve their customer service, the report also notes that chatting with an agent...
Read More
Webex Contact Center Incorporates Generative AI Conversation Summaries
- By Keith Kirkpatrick June 15, 2023
The News: Cisco announced at its Cisco Live customer event on June 7 the incorporation of generative AI summarization technology into Webex Contact Center, which is designed to provide workers with better efficiency and collaboration...
Read MoreLatest Research
Employee Experience
Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies
Read MoreCX in the Healthcare Industry
Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
Read More