New in M&A: Mastercard and TTEC Complete Their Acquisitions; NICE and Deutsche Telekom Subsidiary Team Up
By Alex Gaw April 20, 2022
Among the recent clutch of M&A deals are the three transactions highlighted below, including the acquisitions process finally concluding for two companies: in the first case for Mastercard, which had set out to acquire personalization provider…
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Healthcare Providers Compelled to Adapt or Wither in a Fast-Changing World
By Andrew Broderick April 19, 2022
Consumers have greater virtual access to care than ever before, but remain overwhelmed by the proliferation of choice and unconvinced that their healthcare experiences as consumers have improved. The market entry of non-traditional healthcare…
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Consolidation is Causing a Rebranding Bonanza in Broadband
By Sue Marek April 15, 2022
Astound Broadband, Fidium, AltaFiber, Breezeline, Brightspeed—these are just a few of the new brands for broadband services that have been introduced over the past year. While many of these new brands are a result of a merger or divestiture,…
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Travel & Hospitality CX Announcements by Cendyn, mParticle, Spitch.ai, and Amadeus
By Sherril Hanson April 12, 2022
The use of clean, relevant, and accurate data is critical to all aspects of providing great CX. In the travel & hospitality sector, as in others, this data can be used to provide a more personalized engagement with a brand. Well-managed data…
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M&A and Funding for Cyara, SaaS Group, Gupshup, Netcore Cloud, and Caplena
- By Alex Gaw April 12, 2022
In this M&A and funding roundup: Cyara acquires Botium; SaaS Group purchases Pipeline CRM; Gupshup Buys Active.Ai; Netcore Cloud acquires majority stake in Unbxd; and Caplena flourishes with seven-figure seed money. Cyara Closes Acquisition…
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Personalizing the Patient Experience Is the Future of Competitive Advantage
- By Andrew Broderick April 7, 2022
Since 2008, the University of Utah Health (UTH) has listened to the voices of its patients. At that time, UTH laid down a challenge to its leadership to improve the patient experience with the call to action that medical care can only be great if…
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TruRating: In the Moment Customer Feedback, With Deep, Actionable Data
- By Sherril Hanson April 7, 2022
With the distance that was created between consumers and brands during the pandemic, companies have sought to have more frequent, bite sized feedback with their customers, and there has been some movement toward technologies that provide quicker,…
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Abu Dhabi Launches ‘Program for Effortless Customer Experience’
- By Alex Gaw April 6, 2022
The Emirate of Abu Dhabi, the largest of seven emirates comprising the United Arab Emirates (UAE), has launched a government initiative aimed at producing a new CX model for transacting business with government authorities. The initiative,…
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Providing a Seamless CX When Using External Partners
By Keith Kirkpatrick April 5, 2022
Few enterprise organizations are truly islands unto themselves. Most firms rely on partners or other subcontractors to deliver a part of the actual experience with customers. For example, automobile manufacturers rely on dealers to provide a…
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Employee Experience
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Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
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