Report: AI Is Key for Retailers to Personalize CX at Scale, but Adoption Is Still Negligible
By Alex Gaw September 8, 2021
A new report from global CX solutions provider Talkdesk identifies artificial intelligence (AI) as a key area of opportunity for retailers to elevate CX, but adoption of AI in contact centers remains low and is cause for concern. In its latest…
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Zendesk Acquires Cleverly to Advance Automation and Customer Service
- By Alex Gaw September 2, 2021
Zendesk, the provider of customer service software and support ticketing systems based in San Francisco, California, has acquired Cleverly, an artificial intelligence (AI) platform company headquartered in Lisbon, Portugal. Zendesk will integrate…
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Qualtrics and Mercer Join Forces for Employee Experience Betterment
- By Alex Gaw August 27, 2021
Qualtrics and Mercer are joining forces in a partnership to help companies provide a more meaningful employee experience (EX), a news release from Qualtrics indicated on the company’s website. The joint initiative, which will enable…
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Report Findings: Consumers Today Are Largely Unexcited by Brands
- By Alex Gaw August 25, 2021
A new survey on customer expectations reveals that companies can no longer separate their product from the customer experience they offer, and that low customer expectations signal fresh opportunities for businesses to find a new approach to…
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Twilio Segment Unveils Developer Toolkit to Craft Distinctive CX
- By Alex Gaw August 24, 2021
Twilio Segment, a customer data platform (CDP) provider, has released a toolkit that the company says allows developers to create and tailor unique CXs intended to deliver greater customer engagement (CE). The Twilio Segment Developer Toolkit…
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Generating and Leveraging Insights from Social Media
By Keith Kirkpatrick August 23, 2021
Love it or hate it, social media has become a fixture for nearly 4.5 billion users around the world, according to statistics published by Datareportal in July 2021, equivalent to nearly 57% of the world’s population. A typical user actively uses…
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New Gartner Survey Identifies Six Gaps Critical to Future Employee Experience
- By Alex Gaw August 20, 2021
A new study from Gartner says that a troubling gap in perception is emerging between executives and employees on areas such as flexible work practices and trustworthiness—issues that could significantly affect employee work strategies in the…
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Clarifying the CX Alphabet Soup: CRM and CDP
- By Keith Kirkpatrick August 18, 2021
Organizations of all types are increasingly investing in software tools used to manage the overall CX. Two of the key software technologies in use today have similar abbreviations, but actually serve distinct purposes, and in many organizations,…
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Jens Oberbeck Named to New Executive Post at CRM Platform Pipedrive
- By Alex Gaw August 11, 2021
Jens Oberbeck, a veteran in the sales and digital marketing world, is the new vice president of sales at Pipedrive, the New York City-based creator of the customer relationship management (CRM) tool and platform of the same name, according to an…
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