Booking a Trip? The Digital Experience Matters
By Sherril Hanson May 30, 2023
The News: Digital experience analytics provider Glassbox released research demonstrating how small friction points will cause customers to walk away from a brand’s digital experience and move on to a different one. According to the research,...
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Personalization and Deep Understanding Need to Be at the Heart of Patient Experience
- By Sherril Hanson May 25, 2023
Dr. Adrienne Boissy, Chief Medical Officer, Qualtrics The field of experience management covers not just customer and employee experience, but other categories that are not quite the same as being labeled a “customer” or “consumer,” such...
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Call Center Satisfaction Weighs Down Overall Wireless Service Ratings
By Keith Kirkpatrick May 23, 2023
The News: Call center satisfaction garnered the lowest customer ratings across each category of wireless carriers, hovering around the 70-71 mark across mobile network operators (MNOs), full-service mobile virtual network operators...
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CX Customer Wins for 8×8, MoEngage, eGain, WebEngage, and Salesforce
By Alex Gaw May 22, 2023
8x8 Helps Welsh Water Turn on the Tap 8x8, the enterprise communications firm from Campbell, California, says its CPaaS Video Interaction API is being deployed by water services company Welsh Water to improve the public utility’s efficiency...
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Real-Time Engagement Builds a Better Patient Experience
- By Sherril Hanson May 22, 2023
The use of feedback technology in the healthcare sector is nothing new. Providers have been required to do follow-up surveys for years. However, the broadening view of patient experience (PX), as well as the deepening focus on healthcare employee...
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Delta Airlines Rolling Out Personalized Digital Experience for Mobile Devices
- By Sherril Hanson May 19, 2023
The News: First announced at CES 2023, Delta Sync has started rolling out on domestic mainline flights equipped with free Wi-Fi by T-Mobile. Described as a platform that serves up personalized content, access, and offers, passengers use their...
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CX Customer Wins for SugarCRM, goHappy, Qualtrics, Doxim, and MoEngage
- By Alex Gaw May 15, 2023
SugarCRM to Help Australia’s Barnardos Care for Vulnerable Children SugarCRM has been selected by Barnardos, one of Australia’s largest children’s charities, to help the organization carry out its mission of caring for children at risk of...
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Zendesk Launches Conversational Commerce Capabilities
- By Keith Kirkpatrick May 12, 2023
Zendesk Inc. announced Conversational Commerce capabilities designed to allow brands to connect with shoppers directly from within a message-based conversation. Launched May 10 at the company’s Relate customer event, the new Conversational...
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SMB Customers Expect Fast Resolution and Digital Engagement Across Multiple Channels
- By Keith Kirkpatrick May 12, 2023
The News: Quick resolutions to issues and access to multiple customer communication channels are two of the top expectations for consumers when interacting with small and medium-sized businesses (SMBs) via digital channels, according to a new...
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Journera Introduces TripSignals to Smooth Travel Customer Journeys
- By Sherril Hanson May 11, 2023
Providing an optimal customer experience during travel has always been a challenging endeavor with unforeseen complications and disjointed customer journeys. I recently spoke with Angela Shannon, Director of Marketing at Journera, to learn more...
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Customer Wins for Agillic, UKG, FullStory, NICE, and Feedtrail
- By Alex Gaw May 4, 2023
Denmark’s Agillic is the Choice of Touring Specialist Greenland Travel Danish software firm Agillic has been selected by tour operator Greenland Travel to enhance its marketing efforts and create tailored travel experiences for customers. With...
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New Acquisitions for Interact, Edenred, Nextiva, and Capillary; Funding for Savio
- By Alex Gaw May 1, 2023
Interact Software Acquires Sideways 6 to Boost Employee Engagement Intranet solution provider Interact Software is acquiring Sideways 6, the software company that harnesses employee ideas to help companies increase employee engagement. Financial...
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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
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