IRS Creates Taxpayer Experience Office to Improve Taxpayer CX
By Alex Gaw March 16, 2022
Seeking to improve its service to taxpayers and the overall experience for customers, the Internal Revenue Service (IRS) has established the new Taxpayer Experience Office, identifying from the outset the scope of efforts and the key areas of...
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M&A and Funding: Havas, System1, Sendinblue, Omnicom, Upflowy, and Tattle
- By Alex Gaw March 14, 2022
In this roundup, two French firms and an Australian startup are among the latest newsmakers in M&A and new funding activity. The French giant Havas Group—among the world’s largest advertising and communications organizations, employing...
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Establishing Brand Loyalty in Healthcare as a Futureproofing Strategy
By Andrew Broderick March 14, 2022
The COVID-19 pandemic influenced consumers’ trust and engagement with healthcare, and challenged providers in innumerable, unforeseeable ways that today are helping establish digital platforms as the foundation for the industry’s customer...
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New Research Studies: Avaya, Hiya, Gartner, Salesforce, and PwC-FICCI
- By Alex Gaw March 10, 2022
In this roundup, much of the new research has to do with organizational success. From Avaya comes a new study on the relationship between business success and the so-called “Total Experience” approach. In Hiya’s new report, the popularity of...
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Unblinding Healthcare Strategy to Transform Patient Experience
- By Andrew Broderick March 10, 2022
In driving down costs and capturing recurring revenues, consumer loyalty is becoming a driver of profitability for health systems. But care access remains a barrier for many Americans. And challenges with patient care access matter for patient...
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New Customer Wins for Amelia, eGain, ISC-CX, ASAPP, and Medallia
- By Alex Gaw March 9, 2022
The latest CX collaborations represent major wins for players in five distinct spheres. In hospitality, Amelia is the new digital concierge at Resorts World Las Vegas. In government services, eGain will provide CX engagement services to the...
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Concentrix to Double the Workforce at Concentrix Catalyst Division
- By Alex Gaw March 8, 2022
Concentrix, the California-based provider of CX services and technology, plans to double its workforce to 5,000 at Concentrix Catalyst, the company’s design and engineering division located in India. The plan is to hire 2,500 employees...
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M&A Update on Zendesk, CallTower, Verisk, and Salesforce; Funding for Bloomreach
- By Alex Gaw March 7, 2022
In mergers-and-acquisitions news, Zendesk terminates a controversial bid to acquire Momentive, while CallTower, Verisk, and Salesforce announce new properties. On the funding front, Bloomreach gets another round of fresh capital. Details follow...
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Patient Experience Management Reimagined
- By Andrew Broderick March 4, 2022
Healthcare experience management is being reimagined. It starts with organizations understanding the patient journey and setting patient expectations to realize opportunities that build individualized, positive relationships. Doing so effectively...
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CXPA Outlines Key Strategic Initiatives for the Year
- By Alex Gaw March 3, 2022
The Customer Experience Professionals Association (CXPA), the global industry association for CX specialists, has laid out a broad plan of work for this year that addresses new research initiatives, certification together with continued...
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Nokia Study: 89% of Telecom Operators Plan to Upgrade Their BSS
By Sue Marek March 3, 2022
A new study from Nokia found that an overwhelming majority of telecom operators are considering upgrading their business support systems (BSS) so that they can create new services and charge customers for them. Currently, most telecom operators...
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CX Wins and Case Studies for SAP India, ASAPP, Alida, and Freshworks
- By Alex Gaw March 2, 2022
In this new roundup of CX case studies, the focus is on digital transformation. Bharat Petroleum works with SAP India to achieve a unified view on its platform. The Columbia Valley Credit Union selects ASAPP OXP to heighten the financial...
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Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
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