New Research from Five9, West Monroe, Equisoft, TechSee, and UJET
By Alex Gaw August 22, 2022
Five9: Contact Centers Are Putting Greater Importance on Employee Experience Nine out of 10 contact centers are increasing their focus on agent and employee experience (EX) because the role of the customer service representative has changed...
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Momentive, Conductrics, and Reputation Announce Enhancements and Integrations
By Sherril Hanson August 22, 2022
A few new announcements in the Customer Insights & Feedback segment focus on integrating survey data for optimization and experimentation purposes, integrating feedback and analysis capabilities with a data flow from Zendesk, and enhancing...
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New CMO Council-GfK Report: Marketers Lack Confidence in Their Own Data
- By Alex Gaw August 19, 2022
A new report on marketing from the world’s foremost practitioners of the trade makes the startling disclosure that marketers throughout the world lack confidence in their own data systems to win and retain customers. On a global basis, this...
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Digital Experience, AI, and Automation Are Critical to the Overall Employee Experience
- By Sherril Hanson August 16, 2022
Partially due to remote working trends and partially due to heightened employee expectations, there is a need for companies to review their employees’ day-to-day digital experiences and the technologies that may be causing them friction, which...
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Enticing Customers to Provide Feedback
By Keith Kirkpatrick August 15, 2022
According to a 2021 report from McKinsey & Co., 93% of CX leaders surveyed in 2019 and 2020 relied mostly on customer satisfaction scores and other survey-based feedback to evaluate and assess their companies’ CX strategies. That survey also...
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Oracle Cuts 5,000 Jobs in CX Division and in Marketing
- By Alex Gaw August 9, 2022
Technology and software giant Oracle cut jobs in marketing and in its beleaguered CX division on Monday amid fears of economic uncertainty, with reports from business and trade papers quoting sources in the know as saying that the total number of...
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New Employee Experience Products and Partnerships: Cooleaf, Vantage Circle, Lattice, and Others
- By Sherril Hanson August 8, 2022
There are many tools companies can use to help support and improve employee experience (EX). Some focus on the basics, such as payroll, benefits, and compensation strategies. Others listen to employees, act on learnings, provide ongoing dialog and...
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Smaller Companies Look for Ways to Support Positive Employee Experience
- By Sherril Hanson August 5, 2022
To dig into the end user experience of companies deploying technologies to support employee experience (EX), Dash Research recently interviewed three organizations that implemented various solutions. All three worked with isolved, a human...
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Using Employee Advocacy to Support CX Efforts
- By Keith Kirkpatrick August 2, 2022
Customer advocates are extremely useful for recommending and actively promoting a brand, its products, and even the experiences they have interacting with a company. If a company makes a concerted effort to treat customers properly, many customers...
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Bain & Company Launches NPSx for CX Training and Certification
- By Alex Gaw August 1, 2022
From Bain & Company, inventors of the Net Promoter Score (NPS) and Net Promoter System, comes NPSx, a CX training and certification course that the company says is the first of its kind to help organizations create leading customer...
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New Harvard Publications Report: Effective Customer Engagement is Critical
- By Alex Gaw August 1, 2022
Effective customer engagement is especially critical to businesses today as the world braces for an economic downturn, according to new research from the publishing group at Harvard University. And yet, various obstacles prevent businesses from...
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Khoros, EveryoneSocial Combine Digital Customer Engagement, Employee Advocacy
- By Sherril Hanson July 29, 2022
In early July, Khoros and EveryoneSocial announced a partnership that will leverage Khoros’ social media management solution with EveryoneSocial’s employee advocacy technology. The combination will be a boon to digital marketers as they attempt...
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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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Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
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