Consumer Insights Into US Patient Experience
By Andrew Broderick December 20, 2021
A positive patient experience (PX) is an important goal in its own right, but also increasingly recognized as an independent dimension of healthcare quality. Substantial evidence points to a positive association between various aspects of PX and…
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Adobe Finishes 4Q with Record Revenues
By Alex Gaw December 20, 2021
Adobe reported record revenues for its 4Q period ending December 3, with the company’s Digital Media segment hitting the $3 billion mark for the first time alongside Adobe’s first-ever $1 billion quarter for its Digital Experience…
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Michigan State University to Launch CX Master’s Degree
By Keith Kirkpatrick December 15, 2021
In yet another sign that CX has become a separate and distinct business function, Michigan State University (MSU) announced it is starting a new master’s-level degree that is targeted at working CX practitioners and delivered online. Projected to…
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Khoros Paper Examines Digital Commerce Landscape in 2022 and Notes Marketing Pitfalls
- By Alex Gaw December 14, 2021
A new white paper exploring the digital commerce landscape reveals that the majority of consumers favor an increasingly hybrid purchasing journey incorporating both human and digital channels, while also wishing to preserve a human connection…
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Healthcare Is Not Just Another Service Industry
- By Andrew Broderick December 13, 2021
Is patient experience (PX) in healthcare any different from that of CX in other sectors? In theory, no, but in practice, the context, dynamics, and implications can be quite distinct. The US Agency for Healthcare Research and Quality (AHRQ)…
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CXM Firm Alida Receives New Equity Investment
- By Alex Gaw December 10, 2021
Alida, the Canadian developer of CXM and customer insights software, said in a recent announcement that it was the recipient of an equity investment from fellow Canadian entity BMO Capital Partners, a major source of subordinated debt and minority…
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HubSpot Invests $7.5 Million to Support Two Black-Led Banks
- By Alex Gaw December 10, 2021
Two Black-led banks will be receiving the remaining portion of a multimillion-dollar investment from CRM platform provider HubSpot that is intended to broaden access in Black communities to financial services, HubSpot said in a recent company news…
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CX Acquisitions Abound During Early December
- By Alex Gaw December 9, 2021
Tech Mahindra Acquires Activus Tech Mahindra, a key provider from India of information technology (IT) and business process outsourcing (BPO) services, announced on December 3 that it was acquiring Orlando, Florida-based Activus…
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CX Specialist Genesys Raises $580 Million in New Funding Round
- By Alex Gaw December 7, 2021
Genesys, a major provider of CX management and call center software, successfully raised $580 million in a new funding round that now gives the Daly City, California-based enterprise a valuation of $21 billion. The latest funding round was led…
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Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
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