Helping Agents Respond to Inquiries Via Automation and AI
By Keith Kirkpatrick June 9, 2022
One of the major challenges involved with managing customer interactions is ensuring that live agent staff are delivering the correct and most appropriate responses during customer support conversations. Incorrect – or incorrectly delivered –…
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Zoom and Genesys Expand Partnership with New CX Offering
By Alex Gaw June 8, 2022
The California technology companies Zoom Video Communications and Genesys Telecommunications Laboratories are expanding their partnership with an offering that provides organizations with a feature-rich cloud contact center and unified…
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Betterworks Research Highlights the Need for Performance Management Focus
By Sherril Hanson June 6, 2022
The technologies that support employee experience are wide-ranging and in various stages of adoption as companies sort out their strategies for attracting and retaining employees. Managing employees’ goals and performance is a factor that is…
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Is Zero-Touch the Answer for Telcos?
- By Keith Kirkpatrick June 6, 2022
It is no secret that telecommunications operators are in the middle of massive changes, from the growth of online streaming services to the launch and expansion of 5G services. While these new product and service types can present new opportunities…
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Forsta Extends the Reach of its CX Solutions to Market Research Agencies
- By Sherril Hanson June 2, 2022
Market research agencies will now be able to offer clients fully white-label, integrated voice of the customer (VoC) programs hosted on the Forsta technology platform. Forsta, a provider of both employee experience (EX) and CX solutions, has long…
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New EX Products: Cezanne HR, WeSpire, Workhuman, and Others
- By Sherril Hanson June 2, 2022
From niche products to end-to-end technology solutions, the technologies supporting employee experience (EX) are many and varied. New product enhancements and announcements focus on pulse surveys, employee gifting, employee resource groups (ERG),…
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Five Questions with Ozkan Demir, CEO of Pisano
- By Sherril Hanson June 1, 2022
I recently connected with Ozkan Demir, CEO of Pisano, an all-in-one experience management platform that feeds voice of customer (VoC) and voice of employee (VoE) programs back into businesses. The Pisano platform offers reporting and analytic…
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Redpoint Global Finds Room for Improvement in Travel Personalization
- By Sherril Hanson May 27, 2022
The road to travel recovery remains a bumpy one with the industry experiencing labor shortages, rising costs and lingering health and safety concerns. According to recent research by Redpoint Global, travel experience satisfaction remains an area…
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New Products, Features Offered by Alida, InMoment, SMG, Qualtrics, Momentive
- By Sherril Hanson May 26, 2022
Product introductions and enhancements show no sign of slowing down in the insights and feedback sector of the CX market ecosystem. This roundup features solutions for accessibility, video insights, automation, community experience, and real-time…
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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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