Accenture to Buy CX Specialist Firm Tambourine
By Alex Gaw November 29, 2021
Global professional services giant Accenture has inked a deal to acquire Tokyo-based Tambourine, an e-commerce CX specialist agency with capabilities in cloud-based technologies. Tambourine will become part of Accenture Interactive, Accenture’s…
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Uberall Study: Consumers Favor Local Business Over Online-Only
- By Alex Gaw November 29, 2021
A new study shows that while most buying journeys for consumers today start online, they prefer to do business with brands and retailers that have a local presence and real-world locations over online-only shops. The study, titled The Local CX…
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Salesforce Report: Rising Shopper Expectations Put Pressure on Brands and Retailers to Redefine Customer Engagement Strategies
- By Alex Gaw November 22, 2021
A new report from leading customer relationship manager (CRM) platform provider Salesforce sheds light on how COVID-19 permanently upended shopping for consumers and brands alike, raising shopper expectations in significant ways, while dramatically…
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Customer Relationship Management in Travel & Hospitality
By Sherril Hanson November 19, 2021
Customer relationship management (CRM) is one of the key functional areas in the CX landscape. The use of CRM systems offers benefits in any industry, enabling the tracking of customer interactions and information, eliminating manual activities,…
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Exotel Acquires Chatbot Developer Cogno AI
- By Alex Gaw November 18, 2021
Exotel, a provider of cloud-based telephony services in India, has acquired fellow Indian communications platform and artificial intelligence (AI) chatbot developer Cogno AI, in a cash-and-stock deal aimed at expanding the growing company’s…
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Using Appointment-Based Shopping to Improve CX
By Keith Kirkpatrick November 18, 2021
The COVID-19 pandemic ushered in many changes, particularly in retail, where the implementation of customer and employee safety protocols, such as sanitizing stations, mask wearing, and social distancing, became commonplace. But even as…
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Private Equity Firms Maintain a Hearty Appetite for CX Growth Investments
- By Alex Gaw November 17, 2021
Podium On November 15, communication and payments platform Podium announced it had raised $201 million in Series D funding led by YC Continuity, bringing Lehi, Utah-based Podium’s valuation to more than $3 billion. YC Continuity is…
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Passenger Tracking Systems: A Behind the Scenes CX Technology
- By Sherril Hanson November 17, 2021
As the travel industry sputters toward recovery, those in the industry are turning an eye toward technologies that ease painful operational issues, and that provide a positive experience and impression for customers. The patterns of moving through…
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Telecom Providers See AI as the Secret Sauce for CX
By Sue Marek November 15, 2021
Telecom operators around the world are laser-focused on upgrading their wireless networks from 4G to 5G so they can deliver faster network speeds with less delay and accommodate all types of new applications, from cloud gaming to streaming video….
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