Driving Customer Success Through an Open, Transparent Zapier Community
By Keith Kirkpatrick May 30, 2023
The News: Zapier, a provider of automation and integration tools that allow organizations to connect to more than 5,000 applications, has focused its efforts on providing information, education, and tips to its user base through…
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Booking a Trip? The Digital Experience Matters
By Sherril Hanson May 30, 2023
The News: Digital experience analytics provider Glassbox released research demonstrating how small friction points will cause customers to walk away from a brand’s digital experience and move on to a different one. According to the research,…
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Personalization and Deep Understanding Need to Be at the Heart of Patient Experience
- By Sherril Hanson May 25, 2023
Dr. Adrienne Boissy, Chief Medical Officer, Qualtrics The field of experience management covers not just customer and employee experience, but other categories that are not quite the same as being labeled a “customer” or “consumer,” such…
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Developing Enhanced Experiences and Services to Retain Luxury Customers
- By Keith Kirkpatrick May 24, 2023
The News: The Luxury Institute issued a white paper in April 2023 focused on the myths surrounding the definition of luxury and high-net worth (HNW) and ultra-high-net worth (UHNW) customers. The myths revolved around the commonly held beliefs…
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New CX Research from Deloitte Digital, UserTesting, Vonage, Alchemer, and Balto
By Alex Gaw May 24, 2023
Deloitte Digital: Contact Center Operations Are Changing, and Leaders Are Being Responsive New realities are driving the transformation of contact center operations, and service organizations are building new pathways toward better service…
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Genesys Broadens Experience Reach with the Cloud EX Launch
- By Sherril Hanson May 23, 2023
The News: Global experience orchestration provider Genesys has introduced Genesys Cloud EX, a solution focused on supporting employees within and beyond the contact center with AI-driven workforce forecasting and scheduling, gamification and…
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Using Contextual Data to Fight Fraud While Improving Customer Experiences
- By Keith Kirkpatrick May 23, 2023
The News: Digital fraud continues to rise across a variety of industry groups, according to the TransUnion 2023 State of Omnichannel Fraud Report, with the study indicating that 4.6% of all customers’ digital transactions globally were…
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Call Center Satisfaction Weighs Down Overall Wireless Service Ratings
- By Keith Kirkpatrick May 23, 2023
The News: Call center satisfaction garnered the lowest customer ratings across each category of wireless carriers, hovering around the 70-71 mark across mobile network operators (MNOs), full-service mobile virtual network operators…
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Grammarly Incorporates Generative AI to Improve Workflow and Productivity
- By Keith Kirkpatrick May 22, 2023
The News: Grammarly, a company best known for utilizing AI and human expertise to help people develop, compose, revise, and understand communications, announced several new enhancements and features designed to improve workflow and productivity…
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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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