The Power of Zero-Party Data
By Keith Kirkpatrick December 27, 2021
Customers are increasingly seeking out personalized experiences, but have become wary of third-party trackers, and other surreptitious means of capturing information about their behaviors and actions without their consent. However, the use of…
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Capital One Is Nation’s No. 1 Bank in Customer Satisfaction, Says JD Power
By Alex Gaw December 27, 2021
For the second year in a row, Capital One is the top-ranked retail bank in the US for overall customer satisfaction, outscoring eight other national banks for the distinction. The nine national banks in the study, ranked from highest to lowest,…
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ChurnZero to Set Up a New Office in Amsterdam
- By Alex Gaw December 23, 2021
ChurnZero, the provider of a cloud-based customer success management platform, is establishing and investing in a new office in Amsterdam that the company hopes will help fast-track its growth worldwide. The new office will support existing…
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Aircall Reports 26% Revenue Gain in North America
- By Alex Gaw December 21, 2021
Aircall, the software developer from France of a cloud-based business phone system and call center solution, enjoyed solid gains in revenue and in the size of its customer base in North America, following a brisk bout of expanded operations on the…
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WFHomie Secures $1.5 Million to Fund Company Expansion
- By Alex Gaw December 21, 2021
WFHomie, the Canadian-based provider of an employee engagement platform, announced it had raised $1.5 million in funding to facilitate expansion and enhance the company’s analytics capabilities. Founded in 2020 and headquartered in Toronto,…
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Consumer Insights Into US Patient Experience
By Andrew Broderick December 20, 2021
A positive patient experience (PX) is an important goal in its own right, but also increasingly recognized as an independent dimension of healthcare quality. Substantial evidence points to a positive association between various aspects of PX and…
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Mass Consumer Dissatisfaction with Business in India, New Qualtrics Report Notes
- By Alex Gaw December 17, 2021
A global trends report found near-universal dissatisfaction among consumers in India with their experience as customers this year, which could be exacting a substantial toll on business in the world’s second most populous country. The findings…
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Dynamic Yield Report Finds Significant Advances This Year in Personalization
- By Alex Gaw December 16, 2021
A new report on how companies are tailoring CX in their business strategies confirms the preeminence of personalization with the highest-ever level of adoption of the practice among companies this year, carrying significant implications for the…
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Qualtrics Announces Plan to Create 400 New Jobs and Build Massive Office Hub
- By Alex Gaw December 15, 2021
Qualtrics, the experience management and CXM platform, has committed to new investment and expansion plans that would include the creation of new jobs in the nation’s capital, as well as the building of a new hub for product innovation in…
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Employee Experience
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Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
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