The State of CX in 2022
By Keith Kirkpatrick January 3, 2023
As the COVID-19 pandemic continued to recede into the background throughout 2022, the CX market homed in on serving customers that were increasingly digital, demanding, and DIY. Across nearly all industries, CX practitioners and vendors trained…
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Contact Center News from Aisera, Genesys, NICE, Five9, LivePerson, and Zoho
By Sherril Hanson December 30, 2022
Aisera Integrates Its Service Experience Solution with Zendesk’s Sunshine Platform Aisera has announced its service experience solution is now available via a new app integration on Zendesk’s Sunshine Conversations Marketplaces. Customers of…
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New Research from Info-Tech, ActiveCampaign, Qualtrics, Talkdesk, and EY
By Alex Gaw December 29, 2022
Info-Tech: IT Service Desks Should Focus on Customer Feedback Global IT advisory firm Info-Tech Research Group has published a new industry research blueprint to help IT service desks provide greater customer satisfaction. Rather than relying on…
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CX Innovators: Rick Rosso, Concentrix
By Clint Wheelock December 20, 2022
Rick Rosso is Executive Vice President, Global Sales & Account Management for Concentrix, a global provider of CX solutions and technology headquartered in Fremont, California. Concentrix works with more than 750 clients in 40+ countries around…
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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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Fewer Than 1 in 7 Marketers Possess Digital Infrastructure Needed to
Develop Hybrid CX
- By Alex Gaw December 19, 2022
Not many companies have succeeded in the digital transformation necessary to achieve successful hybrid CX, and fewer than 1 in 7 marketers say they have a digital infrastructure to deliver mature hybrid models, according to a new study from the CMO…
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Layoffs Are Taking a Toll on Employee Wellbeing
- By Sherril Hanson December 16, 2022
Another day, another set of research data pointing to the sub-optimal state of employee experience (EX). The Workforce Institute at UKG recently released data that said nearly half of employees worldwide (46%), including one-third of C-level…
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CX Insights and Feedback News from Chatmeter, Momentive, Qualtrics, SANDSIV, Tattle, and Uberall
- By Sherril Hanson December 16, 2022
Chatmeter Enhances Platform Chatmeter announced additional features for its marketing and online reputation management platform designed to improve customer loyalty and enable real-time CX responsiveness. Actions and enhancements…
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Virtual CX Will Become a Mainstream Frontline Support Channel by 2028
- By Alex Gaw December 14, 2022
Customer support provided or obtained through virtual environments will grow within the next five years as virtual interactions join traditional and digital frontline-support channels, according to new research from UK cloud communications provider…
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Employee Experience
Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies
Read MoreCX in the Healthcare Industry
Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
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