Personalization and Deep Understanding Need to Be at the Heart of Patient Experience
By Sherril Hanson May 25, 2023
Dr. Adrienne Boissy, Chief Medical Officer, Qualtrics The field of experience management covers not just customer and employee experience, but other categories that are not quite the same as being labeled a “customer” or “consumer,” such...
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Developing Enhanced Experiences and Services to Retain Luxury Customers
By Keith Kirkpatrick May 24, 2023
The News: The Luxury Institute issued a white paper in April 2023 focused on the myths surrounding the definition of luxury and high-net worth (HNW) and ultra-high-net worth (UHNW) customers. The myths revolved around the commonly held beliefs...
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New CX Research from Deloitte Digital, UserTesting, Vonage, Alchemer, and Balto
By Alex Gaw May 24, 2023
Deloitte Digital: Contact Center Operations Are Changing, and Leaders Are Being Responsive New realities are driving the transformation of contact center operations, and service organizations are building new pathways toward better service...
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Genesys Broadens Experience Reach with the Cloud EX Launch
- By Sherril Hanson May 23, 2023
The News: Global experience orchestration provider Genesys has introduced Genesys Cloud EX, a solution focused on supporting employees within and beyond the contact center with AI-driven workforce forecasting and scheduling, gamification and...
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Using Contextual Data to Fight Fraud While Improving Customer Experiences
- By Keith Kirkpatrick May 23, 2023
The News: Digital fraud continues to rise across a variety of industry groups, according to the TransUnion 2023 State of Omnichannel Fraud Report, with the study indicating that 4.6% of all customers’ digital transactions globally were...
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Call Center Satisfaction Weighs Down Overall Wireless Service Ratings
- By Keith Kirkpatrick May 23, 2023
The News: Call center satisfaction garnered the lowest customer ratings across each category of wireless carriers, hovering around the 70-71 mark across mobile network operators (MNOs), full-service mobile virtual network operators...
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CX Customer Wins for 8×8, MoEngage, eGain, WebEngage, and Salesforce
- By Alex Gaw May 22, 2023
8x8 Helps Welsh Water Turn on the Tap 8x8, the enterprise communications firm from Campbell, California, says its CPaaS Video Interaction API is being deployed by water services company Welsh Water to improve the public utility’s efficiency...
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Grammarly Incorporates Generative AI to Improve Workflow and Productivity
- By Keith Kirkpatrick May 22, 2023
The News: Grammarly, a company best known for utilizing AI and human expertise to help people develop, compose, revise, and understand communications, announced several new enhancements and features designed to improve workflow and productivity...
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Real-Time Engagement Builds a Better Patient Experience
- By Sherril Hanson May 22, 2023
The use of feedback technology in the healthcare sector is nothing new. Providers have been required to do follow-up surveys for years. However, the broadening view of patient experience (PX), as well as the deepening focus on healthcare employee...
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Zendesk Announces New AI Intelligence Layer to Power Seamless Interactions
- By Keith Kirkpatrick May 19, 2023
The News: Zendesk AI, an intelligence layer that combines the company’s data and insights with new AI technologies, including the company’s proprietary models, generative, and large language models (LLMs), was announced May 10 at Zendesk’s...
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Delta Airlines Rolling Out Personalized Digital Experience for Mobile Devices
- By Sherril Hanson May 19, 2023
The News: First announced at CES 2023, Delta Sync has started rolling out on domestic mainline flights equipped with free Wi-Fi by T-Mobile. Described as a platform that serves up personalized content, access, and offers, passengers use their...
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Data Flexibility Drives Customer Targeting, Insights for The Washington Post
- By Keith Kirkpatrick May 18, 2023
The News: Customer data platform (CDP) vendor ActionIQ released the results of its two-year engagement with The Washington Post, which helped drive business growth and a more holistic reader experience by increasing data flexibility and...
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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
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