Insightly Leadership Team Offers CX Advice for Businesses to Succeed in 2022
By Alex Gaw January 6, 2022
Finding businesses to be struggling in managing the customer journey effectively, the executive team of customer relationship management (CRM) software provider Insightly thought it would help organizations address the changing customer landscape...
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CX Rebounds in Importance for Consumers in Malaysia
- By Alex Gaw January 5, 2022
An Asian-based CX publication reports that CX is enjoying new-found relevance in economically vibrant Malaysia, carrying important implications for business and investment in that Southeast Asian country. The finding is contained in a survey...
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Using Social Media to Improve CX
By Keith Kirkpatrick December 29, 2021
Social media use has become pervasive, with usage cutting across a wide range of demographic segments, geographic regions, and ethnic groups. According to the Digital 2021 October Global Statshot Report published in partnership with We Are Social...
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Mastercard to Acquire CX Personalization Firm Dynamic Yield
- By Alex Gaw December 29, 2021
Global payment network processor Mastercard will acquire personalization platform provider Dynamic Yield from McDonald's to enable the global payment network processor to provide its clients with ways to serve better CX. “Mastercard plays a...
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The Pitfalls of Over-Personalization with CX
- By Keith Kirkpatrick December 28, 2021
From a CX perspective, organizations can address personalization & optimization through a variety of approaches. These can range from using very little personalized data, such as simply capturing anonymized browsing data of all users to...
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NICE Features New AI-Powered Robotic Process Automation
- By Alex Gaw December 28, 2021
NICE, the provider of cloud-native CX solutions, is introducing new Robotic Process Automation (RPA) capabilities for its software that the company says helps organizations with digitizing and automating processes to boost the return on investment...
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The Power of Zero-Party Data
- By Keith Kirkpatrick December 27, 2021
Customers are increasingly seeking out personalized experiences, but have become wary of third-party trackers, and other surreptitious means of capturing information about their behaviors and actions without their consent. However, the use of...
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Capital One Is Nation’s No. 1 Bank in Customer Satisfaction, Says JD Power
- By Alex Gaw December 27, 2021
For the second year in a row, Capital One is the top-ranked retail bank in the US for overall customer satisfaction, outscoring eight other national banks for the distinction. The nine national banks in the study, ranked from highest to lowest,...
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ChurnZero to Set Up a New Office in Amsterdam
- By Alex Gaw December 23, 2021
ChurnZero, the provider of a cloud-based customer success management platform, is establishing and investing in a new office in Amsterdam that the company hopes will help fast-track its growth worldwide. The new office will support existing...
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Aircall Reports 26% Revenue Gain in North America
- By Alex Gaw December 21, 2021
Aircall, the software developer from France of a cloud-based business phone system and call center solution, enjoyed solid gains in revenue and in the size of its customer base in North America, following a brisk bout of expanded operations on the...
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WFHomie Secures $1.5 Million to Fund Company Expansion
- By Alex Gaw December 21, 2021
WFHomie, the Canadian-based provider of an employee engagement platform, announced it had raised $1.5 million in funding to facilitate expansion and enhance the company’s analytics capabilities. Founded in 2020 and headquartered in Toronto,...
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Consumer Insights Into US Patient Experience
By Andrew Broderick December 20, 2021
A positive patient experience (PX) is an important goal in its own right, but also increasingly recognized as an independent dimension of healthcare quality. Substantial evidence points to a positive association between various aspects of PX and...
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