New Research from Conduent, Bazaarvoice, Redpoint Global, and Pegasystems
By Alex Gaw October 20, 2022
Conduent: Human Touch is Still Needed, Even in Digital CX A new report from New Jersey-based business process solutions firm Conduent points out that even digital channels need a human element, with 65% of consumers wanting an agent to respond…
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Avaya, Ascensos, Balto, OmanTel, and Others Announce Products, Partnerships
By Sherril Hanson October 18, 2022
Many integrations, partnerships, and products have been announced in the contact center segment, many which help both agents and customers, such as the implementation of conversational intelligence and noise reduction technologies. Additionally,…
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Customer Authentication – Efficiency Is Important to Ensuring a Good Experience
By Keith Kirkpatrick October 17, 2022
One of the key issues that still plagues customer-facing organizations is the account authentication process; essentially, making sure that the person contacting customer support with an issue is either the account owner, or an authorized user….
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QuestionPro Acquiring Journey Mapping Provider SuiteCX
- By Sherril Hanson October 13, 2022
QuestionPro is making a big addition to its QuestionPro CX product platform, with its soon to be formally announced acquisition of customer journey mapping provider SuiteCX. Dash Research had an exclusive interview with Ken Peterson, President,…
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Qualtrics Releases New Solutions: Real-Time Agent Assist and Automated Call Summaries
- By Alex Gaw October 12, 2022
Experience management (XM) creator and provider Qualtrics has released two new real-time contact center solutions aimed at making agents more productive and empathetic. With the first solution, Real-Time Agent Assist, artificial intelligence…
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Partner and Product Launches from Alchemer, QuestionPro, Qualtrics, and Others
- By Sherril Hanson October 10, 2022
Alchemer Broadens Partner Program CX and enterprise feedback technology provider Alchemer has launched an expanded partnership program for software-as-a-service (SaaS) vendors, market research firms, and traditional resellers. Partners can…
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New Research from Merkle, Talkdesk, SAS, IRIS, and Verint
- By Alex Gaw October 10, 2022
Merkle: Gaps Found Between Self-Assessment of Brands and Customer Perceptions A new report from global CX management (CXM) company Merkle finds a big disconnect between the high marks that brands give to the CX quality they create versus the…
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EX-Related Research from Aceup, Qualtrics, and isolved
- By Sherril Hanson October 7, 2022
Aceup: Disconnect Between Leaders and Employees Aceup recently released research indicating a disconnect between executives’ views on leadership, career path, and collaboration versus employees’ opinion on those topics. More than 600 leaders…
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Providing Real-Time Feedback to Improve CX
- By Keith Kirkpatrick October 5, 2022
One of the biggest challenges faced by telecommunications companies is providing a good experience throughout the entire customer journey. However, friction that occurs during that journey, from the initial product research phase to the purchase…
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