French CX firm Quadient Raises Money to Meet Maturing Loan Obligations
By Alex Gaw December 6, 2021
Quadient, the French-based specialist in CX management and business process automation, says it has successfully raised €270 million to meet financial obligations. The money was raised through a private placement loan issued under German law...
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Ericsson to Acquire Vonage for $6.2 Billion
- By Alex Gaw December 3, 2021
Ericsson, the Swedish telecom equipment maker and a leading provider of 5G networking equipment in the US, has entered into an agreement to buy Vonage, the cloud communications provider based in New Jersey, for $6.2 billion in cash. The...
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CX Services Specialist Concentrix to Acquire CX Design Engineering Firm PK
- By Alex Gaw December 1, 2021
Concentrix Corp., the California-based business services company specializing in CX services and technologies, is set to acquire global CX design engineering firm PK in an investment deal valued at approximately $1.6 billion. The deal will also...
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Post-Purchase Strategies to Improve Retail CX
By Keith Kirkpatrick December 1, 2021
For most retailers, the holiday season is marked by an uptick in the number of items ordered and shipped online. And while many organizations have done an admirable job of focusing on the CX during the marketing and sales phases of a shopper’s...
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OMB Launches Biden Agenda Calling for Improved CX Within the Federal Government
- By Alex Gaw December 1, 2021
The administration of President Joe Biden has identified the need to improve CX within the government as one of three priority areas in an ambitious agenda intended to ensure equity and help the country become stronger. The roadmap, consisting...
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Netomi, Mixpanel, and Judo Raise Fresh Capital in New Funding Rounds
- By Alex Gaw November 30, 2021
Netomi Netomi, the provider of customer-service chatbots, has raised $30 million in a Series B funding round to be allocated for increased research and development on artificial intelligence (AI), the company’s principal area of...
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Accenture to Buy CX Specialist Firm Tambourine
- By Alex Gaw November 29, 2021
Global professional services giant Accenture has inked a deal to acquire Tokyo-based Tambourine, an e-commerce CX specialist agency with capabilities in cloud-based technologies. Tambourine will become part of Accenture Interactive, Accenture’s...
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Uberall Study: Consumers Favor Local Business Over Online-Only
- By Alex Gaw November 29, 2021
A new study shows that while most buying journeys for consumers today start online, they prefer to do business with brands and retailers that have a local presence and real-world locations over online-only shops. The study, titled The Local CX...
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Salesforce Report: Rising Shopper Expectations Put Pressure on Brands and Retailers to Redefine Customer Engagement Strategies
- By Alex Gaw November 22, 2021
A new report from leading customer relationship manager (CRM) platform provider Salesforce sheds light on how COVID-19 permanently upended shopping for consumers and brands alike, raising shopper expectations in significant ways, while dramatically...
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Customer Relationship Management in Travel & Hospitality
By Sherril Hanson November 19, 2021
Customer relationship management (CRM) is one of the key functional areas in the CX landscape. The use of CRM systems offers benefits in any industry, enabling the tracking of customer interactions and information, eliminating manual activities,...
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Exotel Acquires Chatbot Developer Cogno AI
- By Alex Gaw November 18, 2021
Exotel, a provider of cloud-based telephony services in India, has acquired fellow Indian communications platform and artificial intelligence (AI) chatbot developer Cogno AI, in a cash-and-stock deal aimed at expanding the growing company’s...
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Using Appointment-Based Shopping to Improve CX
- By Keith Kirkpatrick November 18, 2021
The COVID-19 pandemic ushered in many changes, particularly in retail, where the implementation of customer and employee safety protocols, such as sanitizing stations, mask wearing, and social distancing, became commonplace. But even as...
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