Forsta Launches Predictive NPS
By Sherril Hanson December 5, 2022
At the Web Summit in early November, Forsta introduced Predictive NPS (pNPS), a capability that will help customers fill in knowledge gaps caused by the majority of customers not participating in feedback opportunities. This functionality was...
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New Research from Kubra, Genesys, Forrester, Infinity, and Mitto
By Alex Gaw December 5, 2022
Kubra: CX is Key to Choosing Insurance Provider Customer experience is the most important factor for those choosing an insurance provider, according to the new Insured Billing and Payment Report 2022 from Kubra, the Arizona-based provider of CXM...
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New Research from Verint, SAP, Waterfield Tech, Zenarate-Execs In The Know, and Qualtrics
- By Alex Gaw November 28, 2022
Verint: US Retailers Should Consider Automation to Ease Holiday Staffing Shortages More than 60% of US retailers say they are having difficulty finding qualified workers to staff their stores for the upcoming holiday season, while 45% are...
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New Research from Qualtrics, Treasure Data, OvationCXM, Bazaarvoice, and Salesforce
- By Alex Gaw November 14, 2022
Three Consumer Trends That Will Shape 2023 An empathetic interaction with a brand is more important to consumers than a short wait time, experience management provider Qualtrics says in its new 2023 Global Consumer Report, identifying three big...
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“We Heard You”… Now What?
- By Sherril Hanson November 14, 2022
There are a multitude of very good customer feedback tools, available via many channels and mechanisms. This has helped to expand the amount and type of feedback given and provided convenience to customers who want their voices heard. Customer...
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Insights & Feedback News from Alchemer, Alida, Limeade, Rison Software, and Others
- By Sherril Hanson November 7, 2022
Alchemer Integrates with Microsoft Teams Alchemer has expanded its list of available integrations, announcing the launch of a Microsoft Teams integration. This will allow the automation of customer and employee feedback directly into Teams...
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New Research from Accenture, OPM, Talkwalker and Khoros, Contentsquare, and MoEngage
- By Alex Gaw November 3, 2022
Accenture: People Want Easy-to-Use Government Customer Services People want simple, intuitive digital government customer services that are secure and ensure that privacy is protected, according to the new report, Public Service Experience...
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SurveyMonkey Parent Momentive Lays Off 11% of Workforce
- By Sherril Hanson October 20, 2022
Momentive Global, parent company of SurveyMonkey announced a layoff of 11% of its workforce. Described in a recently filed 8K as part of a plan to “improve operating margins and create efficiencies in our go-to-market motion and in other areas...
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New Research from Conduent, Bazaarvoice, Redpoint Global, and Pegasystems
- By Alex Gaw October 20, 2022
Conduent: Human Touch is Still Needed, Even in Digital CX A new report from New Jersey-based business process solutions firm Conduent points out that even digital channels need a human element, with 65% of consumers wanting an agent to respond...
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QuestionPro Acquiring Journey Mapping Provider SuiteCX
- By Sherril Hanson October 13, 2022
QuestionPro is making a big addition to its QuestionPro CX product platform, with its soon to be formally announced acquisition of customer journey mapping provider SuiteCX. Dash Research had an exclusive interview with Ken Peterson, President,...
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Partner and Product Launches from Alchemer, QuestionPro, Qualtrics, and Others
- By Sherril Hanson October 10, 2022
Alchemer Broadens Partner Program CX and enterprise feedback technology provider Alchemer has launched an expanded partnership program for software-as-a-service (SaaS) vendors, market research firms, and traditional resellers. Partners can...
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New Research from Merkle, Talkdesk, SAS, IRIS, and Verint
- By Alex Gaw October 10, 2022
Merkle: Gaps Found Between Self-Assessment of Brands and Customer Perceptions A new report from global CX management (CXM) company Merkle finds a big disconnect between the high marks that brands give to the CX quality they create versus the...
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