Alchemer’s Customer Feedback Platform Finds Favor with Amdocs
By Alex Gaw March 1, 2022
Alchemer, the survey software provider headquartered in Boulder, Colorado, says its customer feedback platform has found a home at global business services firm Amdocs, which leverages Alchemer’s voice of the customer (VoC) technology as part of...
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Validity Report: Confidence in CRM Does Not Match Reality
- By Alex Gaw February 25, 2022
A new report from Validity Inc., the Massachusetts-based provider of data integrity solutions, indicates that many businesses may either overlook or not know that the data they keep on customers could be of poor quality, impacting their bottom line...
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Getting Beyond a Single NPS Score: A Look at QuestionPro’s NPS+
By Sherril Hanson February 25, 2022
CX practitioners collect a variety of metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES) and Secure Customer Index (SCI). NPS is the metric most frequently touted, for better or worse, as the gold...
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New CX Research Reports Focus on Consumers, Brands, and Employers
- By Alex Gaw February 23, 2022
This new research roundup includes the latest batch of studies from Merkle on consumers and how they feel about data privacy, Resonate on three new consumer groups in 2022, Redpoint Global on what brand loyalty really means to consumers, Qualtrics...
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New Reports Address an Array of Present-Day CX Issues
- By Alex Gaw February 11, 2022
In this roundup of new industry and research reports, we turn our lens on two critical participants in every CX journey: the employee and the consumer. The first three summaries relate to current concerns affecting employees in their wellbeing and...
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Companies Join Forces to Partner on CX Initiatives
- By Alex Gaw February 8, 2022
Stories of successful team-ups and collaboration abound as companies join forces in striving to improve their CX offerings, exemplified by the four recent cases profiled below. Azadea Group Celebrates Fruitful Collaboration with MoEngage The...
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Taking a Humanized Approach to Customer Feedback Leads to a More Engaging Experience and Richer Insights
- By Sherril Hanson February 7, 2022
Opportunities to provide feedback on a product or experience can be plentiful in terms of the amount of outreach many companies do to stay in touch with their customers and the avenues through which feedback can be provided. Companies are...
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From Consumers to Workers, New Research Reports Shed Light on a Range of CX Perceptions and Trends
- By Alex Gaw February 4, 2022
Several new studies and research reports of the past two weeks shine a light on the continuing evolution of CX and its various components in the face of an unrelenting pandemic. The latest findings are summarized below. Qualtrics: Gen Z Are the...
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Five Questions for David Solana, Co-Founder and Co-CEO of OPINATOR
- By Sherril Hanson January 24, 2022
I recently caught up with David Solana, co-founder and co-CEO of OPINATOR, to get David’s insights into the challenges companies face that spur the implementation of insights and feedback systems, the state of omnichannel feedback, and the...
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In Product Reviews, Review Volume and Recency Both Count for Shoppers
- By Alex Gaw January 18, 2022
Product reviews are tremendously important to consumers prior to purchase, new research on the subject shows, and both review volume and review recency do matter to shoppers. Moreover, the study found that consumers were more likely to convert...
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New Report Affirms Imperative Role of CXM Solutions for 2022
- By Alex Gaw January 10, 2022
A new report on emerging trends in the CX industry underscores the strategic importance of customer experience management (CXM) solutions as businesses strive to find ways to attract, maintain, and expand their customer base, while continuing to...
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Activist Investor Jana Partners Calls for Zendesk to Abandon Acquisition of Momentive Global
- By Alex Gaw January 7, 2022
Activist investor Jana Partners is putting pressure on CX software solutions provider Zendesk to call off its proposed acquisition of Momentive Global, the company formerly known as SurveyMonkey, objecting vociferously to a deal that it said...
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