Cisco Unveils New Webex Features
By Alex Gaw November 9, 2021
Cisco, the computer networking conglomerate headquartered in Silicon Valley, is implementing new features for its Webex video conferencing ecosystem meant to support hybrid work environments, the company said in a recent announcement. The new...
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Acquia Study: Marketers Changed Digital CX Strategies While the Pandemic Raged On
- By Alex Gaw November 5, 2021
A new global research study confirms that marketers all over the world changed their digital CX strategies in one way or another during the last year-and-a-half to remain relevant to consumers while, navigating a marketing landscape dramatically...
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Customer Data and Analytics: Redpoint Global and the Golden Record
By Sherril Hanson November 4, 2021
The use of clean, relevant, and accurate data is critical to all aspects of providing a great customer experience. In the travel and hospitality sector, as in others, this data can be used to provide a more personalized engagement with a...
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Informatica Announces Initial Public Offering
- By Alex Gaw November 3, 2021
Six years after it was taken private, enterprise data management company Informatica has returned to the New York Stock Exchange (NYSE) with an initial public offering (IPO) of 29 million shares of Class A common stock (ticker INFA). Priced at...
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Zendesk to Acquire Momentive of SurveyMonkey Fame
- By Alex Gaw November 2, 2021
Global customer relationship management (CRM) firm Zendesk is set to acquire online experience management company Momentive, formerly known as SurveyMonkey, in an all-stock transaction that will be growth accretive for Zendesk by 2023 and...
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Significant Disconnect Exists Between Consumers and Business Leaders on Issues of Trust
- By Alex Gaw November 1, 2021
A new joint report by Deloitte Digital and Twilio shows that a significant chasm exits between consumers and US business leaders when it comes to trust, with many leaders overly confident about the extent of customer trust in their brands. The...
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New Report Indicates that Funnels Miss Customer Interactions and Distort Data
- By Alex Gaw October 28, 2021
A new report revealed that most funnel analyses deliver misleading data, having missed important customer interactions on company websites. The resulting data, which can be less-than-complete, ambiguous, or even confusing, could end up preventing...
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Travel & Hospitality Sector Turns to Self-Service
- By Sherril Hanson October 27, 2021
One of the sectors most affected by the COVID-19 pandemic has certainly been the travel & hospitality industry. Particular pain points include how to handle large spikes in the volume of support requests during staffing shortages and how to...
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Restaurant Software Company Olo to Acquire Customer Personalization Provider Wisely
- By Alex Gaw October 27, 2021
Restaurant software as a service (SaaS) platform provider Olo is set to acquire customer intelligence and engagement company Wisely, which is hoping to enable brands to personalize the guest experience during restaurant dining and maximize the...
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Using Video to Improve CX
By Keith Kirkpatrick October 22, 2021
If a picture is worth a thousand words, to quote the famous adage, then a video must be worth at least ten times that amount. And given the high quality of today’s video platforms, along with the wide range of devices that can play the content,...
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Medallia Research: Three Practices Separate EX Leaders from Laggards
- By Alex Gaw October 22, 2021
New research from global CX and employee experience (EX) company Medallia identifies three key practices that separate EX leaders from the laggards. The common element in all three practices, the research discovered, was a consistent focus on...
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Steps to Transform Contact Centers into Engagement Centers
- By Keith Kirkpatrick October 21, 2021
Contact centers have long played a passive role in delivering customer service, usually handling inbound inquiries related to administrative customer inquiries, technical questions or issues, or general questions about the company, its products and...
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