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Carnival Cruise Line Sets Sail with Verint

This case study examines how Carnival Cruise Line used Verint's Enterprise Feedback Management - IRV Channel, to conduct post-call surveys to assess the quality of the service and gain insights for improvement. The Verint software enabled Carnival...

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Holiday Inn Leverages Fast, Actionable Feedback to Safely Reopen Resorts

This case study examines how Holiday Inn leveraged Medallia solutions--including strategic surveys, Digital surveys, and Text Analytics--to gather actionable feedback from owners and members to make changes in protocols so they could safely reopen...

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7-Eleven Improves Case Efficiency by Prioritizing Customer Feedback

This case study examines how 7-Eleven used Medallia and ServiceNow Customer Service Management to redesign data flows needed to help stores and field employees address customer concerns without delay. Download the case study below to learn more....

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The State of the CX Market in 2021

The most impactful CX trends that emerged in 2021 were both interrelated and interdependent, reflecting the interconnected worlds of digital engagement, physical fulfillment, and health and safety issues. While many of these trends began during...

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CX After COVID-19

Organizations have been focused on providing good CX for years, largely because of increased competition from physically distant digital stores, such as Amazon and eBay, along with the increased reach and breadth of product offerings from big-box...

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The CX Market Ecosystem

This Dash Research Market Ecosystem Infographic provides an overarching view of the CX vendor ecosystems for both Customer Facing and Operations/Back Office, in addition to the Employee Experience ecosystem.

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Reinvention Through M&A: Three Ireland’s Digital-led Approach to Achieve the Ultimate Seamless Omnichannel CX

Service providers everywhere are under pressure to transform their customer experiences but tackling this in a post-M&A scenario is even more challenging. When Three Ireland acquired O2 Ireland, they recognized that rebranding on its own was...

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Amdocs’ DigitalONE Solution for Communications Service Providers

This white paper outlines Amdocs’ DigitalONE solution for Communications Service Providers (CSPs). It is intended to give an overview of the different elements that form DigitalONE and the approach to solving the key problems that CSPs face in...

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The Retail Customer Journey

This Dash Research Infographic examines the various steps in a Retail Customer Journey, from the 'Need to Purchase' to eventual 'Repeat Purchase."

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The Customer Journey: An Infinite Loop

Dash Research Infographic conceptualizing the Customer Journey through an Infinite Loop.

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Sprint: Transformation of Care and Commerce Functions Has Reduced Costs and Improved Customer Experience

Sprint (the fourth largest CSP in the USA) was under pressure to improve its customer experience and reduce the cost of operations. Sprint’s transformation of commerce and care functions has improved customer experience and architectural...

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Customer Experience vs. Customer Engagement

This Dash Research Infographic provides an examination of Customer Experience vs. Customer Engagement.

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