Background Noise Elimination a Key to Ensuring Good Interactions Through Voice
By Keith Kirkpatrick October 21, 2022
It is no secret that customers and the companies with which they do business have shifted to digital channels to handle many interactions. In addition to being more convenient for both customers (chat, messaging apps, and social media interactions...
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HR Technologies: Dissatisfaction and Need for Modernization
By Sherril Hanson October 21, 2022
When scoping out the employee experience (EX) market for Dash Research’s recently published report, it was an interesting challenge to tease out the difference between HR tech and EX tech. Dash spoke to dozens of technology providers in the...
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SurveyMonkey Parent Momentive Lays Off 11% of Workforce
- By Sherril Hanson October 20, 2022
Momentive Global, parent company of SurveyMonkey announced a layoff of 11% of its workforce. Described in a recently filed 8K as part of a plan to “improve operating margins and create efficiencies in our go-to-market motion and in other areas...
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New Research from Conduent, Bazaarvoice, Redpoint Global, and Pegasystems
By Alex Gaw October 20, 2022
Conduent: Human Touch is Still Needed, Even in Digital CX A new report from New Jersey-based business process solutions firm Conduent points out that even digital channels need a human element, with 65% of consumers wanting an agent to respond...
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Avaya, Ascensos, Balto, OmanTel, and Others Announce Products, Partnerships
- By Sherril Hanson October 18, 2022
Many integrations, partnerships, and products have been announced in the contact center segment, many which help both agents and customers, such as the implementation of conversational intelligence and noise reduction technologies. Additionally,...
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Customer Authentication – Efficiency Is Important to Ensuring a Good Experience
- By Keith Kirkpatrick October 17, 2022
One of the key issues that still plagues customer-facing organizations is the account authentication process; essentially, making sure that the person contacting customer support with an issue is either the account owner, or an authorized user....
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QuestionPro Acquiring Journey Mapping Provider SuiteCX
- By Sherril Hanson October 13, 2022
QuestionPro is making a big addition to its QuestionPro CX product platform, with its soon to be formally announced acquisition of customer journey mapping provider SuiteCX. Dash Research had an exclusive interview with Ken Peterson, President,...
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Qualtrics Releases New Solutions: Real-Time Agent Assist and Automated Call Summaries
- By Alex Gaw October 12, 2022
Experience management (XM) creator and provider Qualtrics has released two new real-time contact center solutions aimed at making agents more productive and empathetic. With the first solution, Real-Time Agent Assist, artificial intelligence...
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Partner and Product Launches from Alchemer, QuestionPro, Qualtrics, and Others
- By Sherril Hanson October 10, 2022
Alchemer Broadens Partner Program CX and enterprise feedback technology provider Alchemer has launched an expanded partnership program for software-as-a-service (SaaS) vendors, market research firms, and traditional resellers. Partners can...
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New Research from Merkle, Talkdesk, SAS, IRIS, and Verint
- By Alex Gaw October 10, 2022
Merkle: Gaps Found Between Self-Assessment of Brands and Customer Perceptions A new report from global CX management (CXM) company Merkle finds a big disconnect between the high marks that brands give to the CX quality they create versus the...
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EX-Related Research from Aceup, Qualtrics, and isolved
- By Sherril Hanson October 7, 2022
Aceup: Disconnect Between Leaders and Employees Aceup recently released research indicating a disconnect between executives’ views on leadership, career path, and collaboration versus employees’ opinion on those topics. More than 600 leaders...
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Providing Real-Time Feedback to Improve CX
- By Keith Kirkpatrick October 5, 2022
One of the biggest challenges faced by telecommunications companies is providing a good experience throughout the entire customer journey. However, friction that occurs during that journey, from the initial product research phase to the purchase...
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