Layoffs Are Taking a Toll on Employee Wellbeing
By Sherril Hanson December 16, 2022
Another day, another set of research data pointing to the sub-optimal state of employee experience (EX). The Workforce Institute at UKG recently released data that said nearly half of employees worldwide (46%), including one-third of C-level...
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CX Insights and Feedback News from Chatmeter, Momentive, Qualtrics, SANDSIV, Tattle, and Uberall
- By Sherril Hanson December 16, 2022
Chatmeter Enhances Platform Chatmeter announced additional features for its marketing and online reputation management platform designed to improve customer loyalty and enable real-time CX responsiveness. Actions and enhancements...
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Virtual CX Will Become a Mainstream Frontline Support Channel by 2028
By Alex Gaw December 14, 2022
Customer support provided or obtained through virtual environments will grow within the next five years as virtual interactions join traditional and digital frontline-support channels, according to new research from UK cloud communications provider...
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EX Research from Achievers, Aon, Mercer Marsh Benefits, REBA, Sage, and Workhuman
- By Sherril Hanson December 14, 2022
HR Leaders Look Toward Increasing Productivity as Recession Fear Looms A new report from Achievers Workforce Institute shows that HR leaders are worried about a coming recession, and increasing productivity tops their list of objectives. The...
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CX Innovators: Heidi Bullock, Tealium
By Clint Wheelock December 14, 2022
Tealium is a global provider of customer data platforms (CDPs), supporting over 850 enterprise customers in more than 30 countries around the world. Originally established in 2008 and headquartered in San Diego, the company has grown to more than...
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Maintaining and Building Customer Trust in the Face of an Economic Downturn
- By Sherril Hanson December 12, 2022
A lot is being written on how the potential economic recession will affect companies and the customers that interact with them. Layoffs in the tech sector continue, and are inundating the news cycle. Companies will need to pay close attention to...
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New Research from Partnership for Public Service, Emplifi, Qualtrics, ISG, and IDC
- By Alex Gaw December 9, 2022
Partnership for Public Service: Government Must Invest in CX Budgets of Agencies The U.S. federal government needs to fully fund the CX budgets of official agencies if it wishes to invest in the capacity of those bodies to compile and use...
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CX Innovators: Ashu Roy, eGain
Ashu Roy is chief executive officer of eGain Corporation, which provides an AI-enabled software platform that integrates with CRM and contact center systems for enhanced customer self-service, virtual assistance, and contact center agent tools. Roy...
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EX Announcements from Ceridian, Leapsome, LumApps, UKG, Culturro, MeBeBot, and LumApps
- By Sherril Hanson December 6, 2022
Ceridian Expands Dayforce Human Capital Management solution provider Ceridian launched new enhancements designed to create a more personalized employee experience. “Today’s modern workforce requires agility, continuity, and adaptability...
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Forsta Launches Predictive NPS
- By Sherril Hanson December 5, 2022
At the Web Summit in early November, Forsta introduced Predictive NPS (pNPS), a capability that will help customers fill in knowledge gaps caused by the majority of customers not participating in feedback opportunities. This functionality was...
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New Research from Kubra, Genesys, Forrester, Infinity, and Mitto
- By Alex Gaw December 5, 2022
Kubra: CX is Key to Choosing Insurance Provider Customer experience is the most important factor for those choosing an insurance provider, according to the new Insured Billing and Payment Report 2022 from Kubra, the Arizona-based provider of CXM...
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Contact Center News from Amazon Connect, Dixa, Genesys, TalkDesk, and Zoom
- By Sherril Hanson December 2, 2022
Amazon Connect Introduces New Functionalities Amazon Connect Customer Profiles now allow agents to view additional customer information from Customer Profiles that are stored in the Connect Agent Application. This allows for more personalized...
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