IQVIA Unveils AI-Powered Tech to Enhance Medical Information Contact Center Services
By Alex Gaw September 9, 2021
IQVIA, the giant Connecticut-based provider of biopharmaceutical and commercial outsourcing services to the life sciences industry, has begun to deploy technologies powered by artificial intelligence (AI) to boost the patient experience and that of…
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Report: AI Is Key for Retailers to Personalize CX at Scale, but Adoption Is Still Negligible
- By Alex Gaw September 8, 2021
A new report from global CX solutions provider Talkdesk identifies artificial intelligence (AI) as a key area of opportunity for retailers to elevate CX, but adoption of AI in contact centers remains low and is cause for concern. In its latest…
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New Ikea Virtual Queue Management System Improves CX in Saudi Arabia and Bahrain Stores
- By Alex Gaw September 2, 2021
A virtual queue management system introduced at Ikea stores in Saudi Arabia and Bahrain is proving successful in enabling customers to have a more satisfying shopping experience, while also eliminating potential friction and frustration…
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UAE Regional Utility Etihad Water & Electricity Moving to New SAP Solution to Improve CX
- By Alex Gaw September 1, 2021
The regional utility in the United Arab Emirates (UAE) known as Etihad Water & Electricity (EtihadWE) is embarking on a new digitalization initiative to improve CX and achieve other goals, the utility said in a news release dated August 29 on…
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The Journey Behind the Journey: Customer Journey Mapping in Travel
By Sherril Hanson August 31, 2021
Planning a trip is often a mix of anticipation, excitement, and occasionally frustration. Companies looking to remove friction and pain points during a customer’s interactions with them during the travel process can turn to customer journey…
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Using QR Codes to Improve CX
By Keith Kirkpatrick August 20, 2021
Although quick response (QR) codes existed long before the COVID-19 pandemic, implementing low- and no-contact interactions in restaurants, retail locations, and other in-person settings helped put QR codes back in the spotlight. While enabling…
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Microsoft Acquires Suplari, an AI-Automated Spend and Procurement Startup
- By Alex Gaw August 18, 2021
In its latest string of technology-focused acquisitions, Microsoft has acquired Seattle, Washington-based Suplari, the provider of a cloud-based spend management solution powered by artificial intelligence (AI) that helps companies optimize…
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Adobe Expands Digital Transformation Capabilities to Healthcare and Patient Experience
- By Alex Gaw August 17, 2021
Adobe is expanding the customer experience management (CXM) capabilities of a current product offering into the realm of healthcare, the company said on its website when announcing the solution. Key features of the expanded offering, called…
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Driving Better Customer Experiences in the Telecommunications CX Market
- By Keith Kirkpatrick August 16, 2021
Dash Research’s new report, CX in the Telecommunications Industry, focuses on the software platforms and applications used to manage seven functional areas of CX, including customer relationship management (CRM), customer data & analytics,…
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