Medallia Announces Acquisition of UK Journey Orchestration Firm Thunderhead
By Alex Gaw January 21, 2022
Medallia, the San Francisco-based CX and employee experience (EX) specialist firm, is set to acquire the UK’s Thunderhead in a strategy aimed at serving the customer journey needs of enterprise technology firms. The provider of software and...
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Frontier Communications Strives to Turn Around Its Customer Care Issues
By Sue Marek January 20, 2022
Armed with a new management team and a new mission, Frontier Communications is trying to transform itself from a struggling landline telecom company into a fiber powerhouse with a whole new approach to customer service. The company, which...
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Consumers Favor Sustainable Brands, but Retailers Believe Otherwise
- By Alex Gaw January 20, 2022
Consumers are willing to spend more on sustainable brands than retailers give them credit for, reveals a new report that largely upends traditional expectations held by the retail industry on the sustainability preferences of shoppers. The...
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Improving Insurance CX via Engagement and Technology
By Keith Kirkpatrick January 18, 2022
The insurance industry has undergone a considerable evolution over the past decade, as CX and customer service become key differentiators. Providing better CX is a combination of incorporating new technology with a more customer-centric mindset...
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CES 2022: Technology Frontiers and the Digital Future of Patient Experience
By Andrew Broderick January 17, 2022
The digital health and wellness category was on prominent display at CES 2022. The opportunity to showcase the latest in tech offerings offered a glimpse into the patient experience (PX) frontier at the intersection of consumer technology and...
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Digital Agency LaneTerralever to Acquire Marketing Firm Convince & Convert
- By Alex Gaw January 14, 2022
LaneTerralever, the digital marketing and branding agency, is acquiring content marketing firm Convince & Convert, with both joining forces to offer a comprehensive suite of CX services under a new umbrella collective to be called Experience...
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Designing for the Ages: A Strategic Priority in the Older Adult PX
- By Andrew Broderick January 14, 2022
By 2030, 20% of the US population will be 65 or older. Nearly three-quarters of older adults state a preference to stay in their homes and age in place, so technology that allows them to manage their health remotely will be critical to helping them...
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CX in Gaming: Personalization and Customer Relationship Management
By Sherril Hanson January 13, 2022
The COVID-19 pandemic caused the suspension of many in-person sporting events, as well as the temporary shutdown of casinos and other gambling outlets. This spurred a large shift to online gaming. The global online gaming (sports betting/gambling)...
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The Arrival of a New Year Brings More Funding to the CX Market
- By Alex Gaw January 13, 2022
Just a few days into 2022, at least three significant CX-related funding rounds and developments have taken place. The recipients of additional capital include Exotel from India, Oregon-based AskNicely, and Quantum Workplace from...
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AT&T and Verizon Say C-band 5G is Critical to Keeping Customers Happy
- By Sue Marek January 12, 2022
There is an ongoing battle between US wireless operators Verizon Communications and AT&T and the aviation industry that is threatening to derail the wireless operators’ plans to expand their 5G services to more customers and compete...
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Rethinking Patient Experience in Transforming Care for People with Complex Care Needs
- By Andrew Broderick January 11, 2022
As retailers and brands build deep, enriching relationships at each step of the customer journey and become an indispensable part of consumers’ lives, their ability for deep understanding of the way consumers live, eat, work, and play is central...
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Using Kiosks to Improve CX
- By Keith Kirkpatrick January 11, 2022
The so-called “Great Resignation” is continuing, with data from the U.S. Bureau of Labor Statistics indicating that the number of workers quitting jobs in November 2021 grew to 4.5 million, up from 4.2 million the previous month, and above the...
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Employee Experience
Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies
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Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
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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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