The Pitfalls of Leaning into DEI Issues without Conducting Customer Research
By Keith Kirkpatrick April 27, 2023
Diversity, equity, and inclusion (DEI) has become a major issue for both companies and the customers that purchase from them. But the backlash and boycotts against Bud Light and its parent, Anheuser-Busch, began nearly immediately after Bud Light...
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Survey Finds Consumers Are Wary of Generative AI
- By Keith Kirkpatrick April 24, 2023
A recent survey conducted by CX platform DISQO found that although companies are continuing to invest in and develop AI tools and content, consumers are largely unfamiliar with generative AI technology, and will require education on how it is being...
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Playvox Brings a Strong Focus on Agent Engagement
By Sherril Hanson April 24, 2023
I recently had a conversation and demo with Playvox, a quality and workforce management solution provider that has a strong focus on agent engagement. Playvox has targeted agent engagement since the firm’s inception, and has also been a...
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New Research from 1E, eGain and KMWorld, MoEngage, Talkdesk, and Insightly
By Alex Gaw April 21, 2023
1E: IT Managers Say “No” to Surveillance Tech Monitoring Employee Productivity A majority of IT managers do not favor the use of productivity surveillance technology, and believe that tools for monitoring employee productivity and tracking...
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Updates to Oracle ME Focus on Learning, Skills, and Career Mobility
- By Sherril Hanson April 20, 2023
Oracle has announced updates to Oracle ME, an employee experience (EX) platform that was launched about a year ago. Oracle ME is found within Oracle Fusion Cloud Human Capital Management and encompasses HCM Communicate, Journeys, Touchpoints,...
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Driving Customer Utilization and Engagement with Communities
- By Keith Kirkpatrick April 20, 2023
Along with the use of self-service and automated tools, customer communities increasingly have been deployed by organizations wishing to connect and improve engagement with their customers. These online destinations allow organizations to bring...
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New Genesys Data Shows High Consumer Expectations but Lagging Digital Transformation
- By Sherril Hanson April 19, 2023
Experience orchestration provider Genesys released The State of Customer Experience report with some comprehensive data demonstrating high consumer expectations, low consumer patience with suboptimal experiences, and the struggle to nail down...
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Khoros Announces Trustpilot Integration and Cerby Partnership
- By Sherril Hanson April 19, 2023
Social media and reviews are important channels for both customers and brands. Customers expect them as feedback options, and they have high expectations around response times. How smoothly these processes go have implications for overall CX, not...
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Improving Personalization and Convenience Via Next-Best Action Support
- By Keith Kirkpatrick April 19, 2023
Providing a personalized experience has become table stakes for both B2C and B2B organizations. According to a McKinsey report, more than 70% of customers expect a personalized experience, and companies that excel at personalization generate 40%...
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Zoom to Acquire Workvivo
- By Sherril Hanson April 17, 2023
Zoom has announced it will be acquiring employee experience platform provider Workvivo. Workvivo is a comprehensive platform, including technologies that touch on many of the most important contributors to employee experience (EX):...
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Navigating to a Better CX Via Inclusive Wayfinding Technology
- By Keith Kirkpatrick April 14, 2023
In public and commercial spaces, wayfinding tools are an essential part of delivering a great customer experience. As anyone who has tried to navigate an unfamiliar transit system, large public building, or shopping mall knows, challenges with...
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Government Employees Burned Out from Workload and Staffing Shortages
- By Sherril Hanson April 12, 2023
The U.S. government has been putting effort and money into improving customer experience at the federal level. Recent data from Eagle Hill Consulting indicates that government agencies need to look inward as employees increasingly struggle with...
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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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