Qualtrics and ServiceNow Partnership Combines CX and EX Support
By Sherril Hanson June 28, 2022
As customers and employees have opportunity to leverage a wide variety of channels, the incoming data is increasing exponentially. In a study conducted by Qualtrics and ServiceNow, more than two-thirds (69%) of customers said they switch between...
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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...
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InMoment Acquires ReviewTrackers
- By Sherril Hanson June 24, 2022
InMoment, a provider of experience improvement (XI) solutions, has completed an acquisition of ReviewTrackers, a customer review management and software company. The purchase will enhance InMoment’s ability to offer a platform that can ingest...
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Two Hotel Chains Turn to CX Technologies to Improve Guest Experience
- By Sherril Hanson June 23, 2022
The ability to provide positive experiences for customers along digital and in-person touchpoints over the entire customer journey, from research and booking to check-in and boarding, to hotel departure and more, has always been a challenging task...
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QuestionPro Partners with Acquis Cortico-X
- By Sherril Hanson June 21, 2022
QuestionPro and Acquis Cortico-X announced a collaboration to offer products and strategic services aimed at helping companies measure, discern insights, and take action from their data. Acquis Cortico-X is the experience transformation arm of...
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New CX Research from Forrester, Sprinklr, WSO2, Lilt, and NICE
- By Alex Gaw June 16, 2022
In this roundup of new research, the reports all zero in on the one indispensable component of CX—the customer—whose experience is measured to give rise to Forrester’s US CX Index ranking, and is the object of inquiry in Sprinklr’s...
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Forsta Extends the Reach of its CX Solutions to Market Research Agencies
- By Sherril Hanson June 2, 2022
Market research agencies will now be able to offer clients fully white-label, integrated voice of the customer (VoC) programs hosted on the Forsta technology platform. Forsta, a provider of both employee experience (EX) and CX solutions, has long...
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New Products, Features Offered by Alida, InMoment, SMG, Qualtrics, Momentive
- By Sherril Hanson May 26, 2022
Product introductions and enhancements show no sign of slowing down in the insights and feedback sector of the CX market ecosystem. This roundup features solutions for accessibility, video insights, automation, community experience, and real-time...
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New CX Research from Zeta Global, LiveVox, Gartner, Confluent, and Precisely
- By Alex Gaw May 25, 2022
Of the five new research reports profiled in this roundup, three focus on what is not being done correctly by new technologies or approaches today. The objects of contention include customer data platforms, artificial intelligence (AI) and its...
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Taming Customer Feedback Data into Insights and Action
- By Sherril Hanson May 24, 2022
There is no shortage of technology solution providers in the customer insights and feedback space, ranging from those who offer end-to-end solutions to those who focus in on just one or two areas of the insights and feedback chain. One of the areas...
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Alchemer Boosted by Significant KKR Investment
- By Sherril Hanson May 20, 2022
Alchemer announced an investment from KKR via KKR Ascendant, a new strategy within KKR’s Americas Private Equity platform that focuses on investing in middle market businesses. While financial terms of the deal were not disclosed, it is a...
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Twilio: Nonprofits Outperform Private Sector in Digital Engagement
- By Alex Gaw May 16, 2022
New and recent research on nonprofit organizations from Twilio, the San Francisco-based provider of a customer engagement and cloud communications platform, shows that nonprofits outpace the private sector in digital engagement, but achieving or...
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