Salesforce Unveils Marketing GPT & Commerce GPT for End-to-End Personalization
By Keith Kirkpatrick June 7, 2023
The News: Salesforce announced on June 7 at Connections its latest generative AI product offerings, Marketing GPT and Commerce GPT. The two products combine generative AI technology with trusted, real-time data from Data Cloud,...
Read More
Sprinklr AI+ Unifies Its Proprietary AI with Generative AI from OpenAI
- By Keith Kirkpatrick June 6, 2023
The News: Sprinklr announced late last month the launch of Sprinklr AI+, its new AI offering that unifies proprietary AI from Sprinklr via generative capabilities powered by an enterprise API integration with OpenAI. The combination of the two...
Read More
Automation Anywhere Launches Generative AI Tools
- By Keith Kirkpatrick June 5, 2023
The News: Automation Anywhere, a cloud native intelligent automation vendor, announced on June 1 that it had infused generative AI across its Automation Success Platform. The company highlighted three specific product announcements that...
Read More
Customer Care Questions Drive Significant Engagement with Social Media Platforms
- By Keith Kirkpatrick June 5, 2023
The News: Communicating with brands on social media platforms has become a preferred strategy for many consumers, according to the results of a recent Khoros survey that included more than 1,300 respondents who indicated they had tweeted...
Read More
Nexthink Assist Launched to Support Digital Employee Experience
By Sherril Hanson May 31, 2023
The News: Digital employee experience (DEX) management provider Nexthink has introduced Nexthink Assist, a virtual assistant that leverages AI to help resource-constrained and overloaded IT teams address problems faster and more easily. This new...
Read More
Five9 Accelerating Its Push Into the Enterprise Market
- By Keith Kirkpatrick May 30, 2023
The News: Five9 underscored its strong financial results posted during its Q1 2023 earnings period during an analyst briefing on May 25. The CCaaS vendor reported $218.4 million in revenue for the first quarter, a 20% increase above the $182.8...
Read More
Driving Customer Success Through an Open, Transparent Zapier Community
- By Keith Kirkpatrick May 30, 2023
The News: Zapier, a provider of automation and integration tools that allow organizations to connect to more than 5,000 applications, has focused its efforts on providing information, education, and tips to its user base through...
Read More
Booking a Trip? The Digital Experience Matters
- By Sherril Hanson May 30, 2023
The News: Digital experience analytics provider Glassbox released research demonstrating how small friction points will cause customers to walk away from a brand’s digital experience and move on to a different one. According to the research,...
Read More
Personalization and Deep Understanding Need to Be at the Heart of Patient Experience
- By Sherril Hanson May 25, 2023
Dr. Adrienne Boissy, Chief Medical Officer, Qualtrics The field of experience management covers not just customer and employee experience, but other categories that are not quite the same as being labeled a “customer” or “consumer,” such...
Read More
Developing Enhanced Experiences and Services to Retain Luxury Customers
- By Keith Kirkpatrick May 24, 2023
The News: The Luxury Institute issued a white paper in April 2023 focused on the myths surrounding the definition of luxury and high-net worth (HNW) and ultra-high-net worth (UHNW) customers. The myths revolved around the commonly held beliefs...
Read More
New CX Research from Deloitte Digital, UserTesting, Vonage, Alchemer, and Balto
By Alex Gaw May 24, 2023
Deloitte Digital: Contact Center Operations Are Changing, and Leaders Are Being Responsive New realities are driving the transformation of contact center operations, and service organizations are building new pathways toward better service...
Read More
Genesys Broadens Experience Reach with the Cloud EX Launch
- By Sherril Hanson May 23, 2023
The News: Global experience orchestration provider Genesys has introduced Genesys Cloud EX, a solution focused on supporting employees within and beyond the contact center with AI-driven workforce forecasting and scheduling, gamification and...
Read MoreLatest Research
Employee Experience
Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies
Read MoreCX in the Healthcare Industry
Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
Read MoreCX Market Forecasts
Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
Read MoreCustomer Insights & Feedback
Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
Read More