Using Callbacks to Improve CX and Drive Revenue
By Keith Kirkpatrick July 19, 2022
One of the key techniques deployed by organizations amid the COVID-19 pandemic was the use of callbacks, which were utilized to reduce inbound customer service inquiries. If a customer called into a company’s contact center and a live agent was…
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Tracking Feedback Along a Customer Journey: cxomni
By Sherril Hanson July 19, 2022
Dash Research recently spoke with cxomni, a customer experience management provider located in Munich, Germany that was founded in 2015. cxomni is a software-as-a-service (SaaS) solution for professional customer journey management (CJM) and…
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Using Clear Policies to Drive Better CX
- By Keith Kirkpatrick July 18, 2022
Customer experience policies are rules that cover product returns, changes, warranties, refunds, and access to information and resources, and are used by companies as they interact with their customers. With goals such as increasing efficiency and…
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Review Data Grows in Importance as Another Information Stream
- By Sherril Hanson July 18, 2022
One of the trends that has been mentioned as a CX technology market driver time and time again is the explosion in customer data coming in via a growing number of channels. Review data is just one of many data points coming into companies, but it…
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Medallia to Purchase Callback Technology Provider Mindful
- By Sherril Hanson July 15, 2022
Medallia has signed a definitive agreement to acquire contact center callback technology provider Mindful from Alpine Investors. The proposed acquisition is subject to regulatory approval, and is expected to close in the third quarter of this…
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Latest Research from Idomoo, Mitto, Verint, LiveXchange, and Amperity
By Alex Gaw July 15, 2022
The research highlighted in this roundup points to the myriad challenges confronting companies in the face of an empowered and much more informed consumer base. Across brands and industries, customers are vocal about their preferences—on the…
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Reducing Noise to Elevate Voice Interaction CX
- By Keith Kirkpatrick July 14, 2022
One of the most frustrating aspects of voice conversations between a customer and a contact center worker is the presence of loud, distracting background noise. Extraneous noise can not only make these interactions unpleasant, but can also impact…
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Benefits of Insights & Feedback Technologies for End Users
- By Sherril Hanson July 14, 2022
The use of customer insights & feedback solutions offers many compelling benefits aside from allowing customers to be heard, and have their concerns addressed. During the COVID-19 pandemic years, there have been many industry segments that…
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New EX-Related Research from Ceridian, Genpact, Freshworks, and Legion
- By Sherril Hanson July 12, 2022
The employee experience (EX) ecosystem is comprised of more than just providing opportunities for surveying, and is inclusive of such core areas as feedback and analytics, as well as technologies that support recognition and reward, social impact,…
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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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