Customer Wins for 3CLogic, WebEngage, Explorance, Oracle, and Freshworks
By Alex Gaw May 1, 2023
3CLogic Elevates the Patient and Employee Experience at North Mississippi Health Services 3CLogic, the Maryland-based provider of a voice-enabling cloud contact center solution, announced the recent selection of its platform by North…
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Microsoft Announces Copilot in Microsoft Viva
By Sherril Hanson April 28, 2023
Microsoft has been introducing enhancements to its Viva employee experience (EX) platform at a fast pace since the platform’s launch, and last week saw several notable announcements. Additionally, Microsoft released research that ties employee…
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Meera and Five9 Team Up, Deploying AI to Resolve Common Call Center Issues
- By Alex Gaw April 28, 2023
Meera, the maker of an automated conversational text messaging platform, is partnering with cloud contact center firm Five9 in a collaboration that leverages AI to streamline call centers and deliver better CX. Specifically designed to help…
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The Pitfalls of Leaning into DEI Issues without Conducting Customer Research
By Keith Kirkpatrick April 27, 2023
Diversity, equity, and inclusion (DEI) has become a major issue for both companies and the customers that purchase from them. But the backlash and boycotts against Bud Light and its parent, Anheuser-Busch, began nearly immediately after Bud Light…
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Survey Finds Consumers Are Wary of Generative AI
- By Keith Kirkpatrick April 24, 2023
A recent survey conducted by CX platform DISQO found that although companies are continuing to invest in and develop AI tools and content, consumers are largely unfamiliar with generative AI technology, and will require education on how it is being…
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Playvox Brings a Strong Focus on Agent Engagement
- By Sherril Hanson April 24, 2023
I recently had a conversation and demo with Playvox, a quality and workforce management solution provider that has a strong focus on agent engagement. Playvox has targeted agent engagement since the firm’s inception, and has also been a…
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New Research from 1E, eGain and KMWorld, MoEngage, Talkdesk, and Insightly
- By Alex Gaw April 21, 2023
1E: IT Managers Say “No” to Surveillance Tech Monitoring Employee Productivity A majority of IT managers do not favor the use of productivity surveillance technology, and believe that tools for monitoring employee productivity and tracking…
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Updates to Oracle ME Focus on Learning, Skills, and Career Mobility
- By Sherril Hanson April 20, 2023
Oracle has announced updates to Oracle ME, an employee experience (EX) platform that was launched about a year ago. Oracle ME is found within Oracle Fusion Cloud Human Capital Management and encompasses HCM Communicate, Journeys, Touchpoints,…
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Driving Customer Utilization and Engagement with Communities
- By Keith Kirkpatrick April 20, 2023
Along with the use of self-service and automated tools, customer communities increasingly have been deployed by organizations wishing to connect and improve engagement with their customers. These online destinations allow organizations to bring…
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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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