Employee Communities Can Be Powerful CX and EX Tools
By Sherril Hanson January 17, 2023
The aftermath of the pandemic has left many employees feeling disconnected from the companies they work for. With some employees being remote or hybrid, there is less opportunity for connection, belonging, and the impromptu social and collaborative...
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EX-Related Research from isolved, Reward Gateway, UKG, and WTW
- By Sherril Hanson January 13, 2023
isolved Survey Data Points to Job Security Concerns and Ongoing Recruiting and Retention Challenges isolved’s year-end survey, Pause, Pivot or Plan: HR Trends of 2023, shows that some of the pain points from last year, such as retention and...
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Dash Network Joins The Futurum Group
By Clint Wheelock January 11, 2023
We were pleased to announce this week that Dash Network has been acquired by The Futurum Group, a family of industry research, advisory, and media companies focused on analyzing emerging and market-disrupting technologies. Headquartered in Austin,...
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Customer Data Platform News from Acquia, Tealium, Meiro, and Appier
By Alex Gaw January 10, 2023
Acquia Launches CDP Enhancements Acquia, the open digital experience company, has introduced enhancements to its customer data platform (CDP) that strengthen the product’s central role in composable customer data strategies. The...
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Employee Experience in 2023
- By Sherril Hanson January 9, 2023
The excitement that has grown around the idea of employee experience (EX), the technologies that support positive EX, and the initial stories of success were spurred by the massive shifts caused by the Covid-19 pandemic. These shifts have been...
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EX News from Gloat, Gympass, TaskHuman, Thrive Global, Quantum Workplace, and Workhuman
- By Sherril Hanson January 9, 2023
Gloat Adds Feedback Functionality to Platform Gloat has expanded its AI-Powered Talent Marketplace platform by adding My Team, a tool which enables managers to convey feedback to employees in real time. The feature allows managers and employees...
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The State of CX in 2022
By Keith Kirkpatrick January 3, 2023
As the COVID-19 pandemic continued to recede into the background throughout 2022, the CX market homed in on serving customers that were increasingly digital, demanding, and DIY. Across nearly all industries, CX practitioners and vendors trained...
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Contact Center News from Aisera, Genesys, NICE, Five9, LivePerson, and Zoho
- By Sherril Hanson December 30, 2022
Aisera Integrates Its Service Experience Solution with Zendesk's Sunshine Platform Aisera has announced its service experience solution is now available via a new app integration on Zendesk's Sunshine Conversations Marketplaces. Customers of...
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New Research from Info-Tech, ActiveCampaign, Qualtrics, Talkdesk, and EY
- By Alex Gaw December 29, 2022
Info-Tech: IT Service Desks Should Focus on Customer Feedback Global IT advisory firm Info-Tech Research Group has published a new industry research blueprint to help IT service desks provide greater customer satisfaction. Rather than relying on...
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CX Innovators: Rick Rosso, Concentrix
Rick Rosso is Executive Vice President, Global Sales & Account Management for Concentrix, a global provider of CX solutions and technology headquartered in Fremont, California. Concentrix works with more than 750 clients in 40+ countries around...
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Research from Qualtrics Shows Government Agencies Struggle with CX, EX Issues
- By Sherril Hanson December 20, 2022
Dr. Sydney Heimbrock, Chief Industry Advisor for Government, Qualtrics Qualtrics recently published the 2023 Government Experience Trends Report, which shows that government leaders are struggling to understand the gap between expectations and...
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Fewer Than 1 in 7 Marketers Possess Digital Infrastructure Needed to
Develop Hybrid CX
- By Alex Gaw December 19, 2022
Not many companies have succeeded in the digital transformation necessary to achieve successful hybrid CX, and fewer than 1 in 7 marketers say they have a digital infrastructure to deliver mature hybrid models, according to a new study from the CMO...
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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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