Elevating CX Amid Industry Challenges
By Keith Kirkpatrick January 2, 2023
Southwest Airlines canceled an additional 2,500 flights on December 27, resulting in a 60% reduction of its schedule, frustrating customers simply seeking to get to their destinations during a busy holiday season. Since December 21, the airline has…
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M&A: Airtel Buys Lemnisk Stake, Nosto Bags Findologic, GetResponse Closes Recostream Deal
By Alex Gaw December 30, 2022
Airtel Acquires Lemnisk Stake in Plan to Build Largest CDP Bharti Airtel, a major telecommunications services provider from India, has acquired a strategic stake in fellow Indian company Lemnisk, a marketing automation firm, for a planned…
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Phygital Experiences to Drive CX in 2023 and Beyond
- By Keith Kirkpatrick December 30, 2022
In just a few years, omnichannel engagement strategies have morphed from a nascent concept to becoming table stakes for most consumer-facing organizations. Largely driven by the shift to digital communication channels, such as SMS, webchat, and…
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Managing CX via Automation and AI
- By Keith Kirkpatrick December 28, 2022
In November 2022, Dash Research highlighted low-cost carrier Frontier Airlines’ decision to eliminate all live agent, voice-based customer service options. Reaction to the piece on LinkedIn indicated a definite preference for technology to…
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New Customer Wins for Cogito, Salesforce, Oomiji, RingCentral, and Relay42
- By Alex Gaw December 28, 2022
Cogito Joins Forces with Large Military-Focused Financial Institution Cogito, which uses emotion and conversational AI to deliver real-time coaching and guidance to contact centers and frontline teams, has teamed up with one of the largest…
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New Funding for MessageGears, 15Five, Darwin CX, and Chattermill
- By Alex Gaw December 20, 2022
MessageGears Receives $62 Million MessageGears, the provider of a customer engagement platform for consumer brands, recently completed a $62 million growth financing round led by Long Ridge Equity Partners, with participation…
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Research from Qualtrics Shows Government Agencies Struggle with CX, EX Issues
By Sherril Hanson December 20, 2022
Dr. Sydney Heimbrock, Chief Industry Advisor for Government, Qualtrics Qualtrics recently published the 2023 Government Experience Trends Report, which shows that government leaders are struggling to understand the gap between expectations and…
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Twilio is Voluntarily Delisting from Long-Term Stock Exchange
- By Alex Gaw December 19, 2022
Twilio, the San Francisco-based provider of a customer engagement platform, is voluntarily delisting its Class A common stock from the Long-Term Stock Exchange (LTSE), the company said in an announcement on December 9. Dual-listed on both the…
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Customer Wins for Google, Konnect Insights, Algolia, MoEngage, and Qualtrics
- By Alex Gaw December 12, 2022
Google Enjoys First CCaaS Win at Fiber Network Firm Segra Google has won the first commercial deployment of its contact center as a service (CCaaS) offering at Segra, the fiber network operator based in Charlotte, North Carolina, which is…
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