Reducing Negative Peaks to Improve CX
By Keith Kirkpatrick September 13, 2022
The “Peak-End Rule,” which is based on research conducted by Daniel Kahneman and Barbara Frederickson, posits that humans assign a greater level of weight or importance to the most intense positive or negative moments, or peaks, during an...
Read More
Managing Customer Complaints Effectively and Efficiently
- By Keith Kirkpatrick September 12, 2022
Even when an organization has taken a proactive and thoughtful approach to delivering an excellent experience, there are bound to be customer complaints. These complaints can be centered on the failure of a product or service to live up to the...
Read More
New Research from 451 Research, Optimizely, Relay Network, Gartner, and Gladly
By Alex Gaw August 29, 2022
451 Research: Conversation Automation Is a Must for Companies Businesses that adopt conversation automation solutions powered by artificial intelligence (AI) are more likely to stand out in the market and successfully engage with today’s savvy...
Read More
Demystifying the CX Technology Stack
- By Keith Kirkpatrick August 22, 2022
The planning and implementation of a coherent and unified strategy for improving the CX of an organization usually requires a full understanding of the types of customers served, their needs and desires, how they purchase products and services, and...
Read More
Using Callbacks to Improve CX and Drive Revenue
- By Keith Kirkpatrick July 19, 2022
One of the key techniques deployed by organizations amid the COVID-19 pandemic was the use of callbacks, which were utilized to reduce inbound customer service inquiries. If a customer called into a company’s contact center and a live agent was...
Read More
Medallia to Purchase Callback Technology Provider Mindful
By Sherril Hanson July 15, 2022
Medallia has signed a definitive agreement to acquire contact center callback technology provider Mindful from Alpine Investors. The proposed acquisition is subject to regulatory approval, and is expected to close in the third quarter of this...
Read More
Reducing Noise to Elevate Voice Interaction CX
- By Keith Kirkpatrick July 14, 2022
One of the most frustrating aspects of voice conversations between a customer and a contact center worker is the presence of loud, distracting background noise. Extraneous noise can not only make these interactions unpleasant, but can also impact...
Read More
Utilizing Automated Ticket Correlation to Improve CX Responsiveness
- By Keith Kirkpatrick July 1, 2022
The delivery of excellent CX is driven by a variety of factors, but the ability to handle customer service and support issues quickly and efficiently cannot be overlooked, particularly in the hyper-competitive telecommunications sector. The...
Read More
Amazon Connect Adds Three New Contact Center Capabilities
- By Alex Gaw June 30, 2022
Three new capabilities have been added to Amazon Connect, the cloud virtual contact center of Amazon, aimed at improving contact center productivity and customer satisfaction. The capabilities are Amazon Connect Cases, Amazon Connect Outbound...
Read More
Deloitte Digital Unveils TrueServe to Transform Contact Centers
- By Alex Gaw June 29, 2022
Deloitte Digital, the digital agency focused on services and offerings to elevate CX, is launching a new cloud-based solution for contact centers with TrueServe, an integrated suite of technologies that the company says is designed to deliver a...
Read More
Zendesk to Be Acquired for $10.2 Billion by Investor Group
- By Alex Gaw June 29, 2022
Zendesk, the provider of software as a service (SaaS) products for customer support and communications software, has entered into an agreement to be acquired by an investor group led by the investment firms Permira and Hellman & Friedman. The...
Read More
New CX Research from ASAPP, eGain, Telus, Qualtrics, and Forrester
- By Alex Gaw June 27, 2022
Two research reports in this roundup bookend an increasingly serious CX issue: how to best ensure the well-being of contact center employees, who are leaving the industry in record numbers for better working conditions, higher pay, and greater...
Read MoreLatest Research
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
Read MoreCX Market Forecasts
Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
Read MoreCustomer Insights & Feedback
Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
Read More