Gamification in Contact Centers: Best Practices Focus on Agent Support, Fun, and Engagement
By Sherril Hanson March 8, 2023
Gamification is a tool that is being used across many industries to increase engagement, collaboration, and productivity. In the contact center it has been used successfully either as part of a larger platform or as a standalone feature. Dash...
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New Research from MessageGears, Qualtrics, Amdocs, Nosto, and LivePerson
By Alex Gaw March 7, 2023
MessageGears: Consumers Want Fewer but More Personalized Marketing Messages Consumers are annoyed when brands inundate them with messages that do not reflect their interests, and they are far more likely to engage with brands that recognize them...
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Glassdoor’s Equity Xray Shows EX Gaps Across Specific Demographic Groups
- By Sherril Hanson March 7, 2023
While there is a lot of chatter about layoffs in the tech sector, the employment market is still tight, and companies are facing ongoing challenges with recruiting and retention. Current and prospective employees want and expect a broad range of...
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Alchemer Launches Workflow Product to Help Companies Close the Loop
- By Sherril Hanson March 7, 2023
Alchemer has introduced Alchemer Workflow, a workflow feedback engine aimed at helping enterprises close the loop with customers, build engagement, and provide efficiencies across an organization. Dash Research spoke with Vanessa Bagnato,...
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Delivering Empathy to Improve CX
By Keith Kirkpatrick March 6, 2023
Providing a good customer experience is often dependent upon the ability of an organization and its representatives to provide efficient, timely, and personalized service to customers during each interaction. However, the ability to display empathy...
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Research Points to the Importance of Online Reviews
- By Sherril Hanson March 6, 2023
Two reputation management companies recently released data pointing to the importance of online reviews as part of the brand-customer experience. Reputation management and brand intelligence provider Chatmeter conducted a survey in January 2023...
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New Research from Salesforce, Algolia, Theatro, and KPMG Saudi Arabia
- By Alex Gaw March 1, 2023
Salesforce: Perplexed by Data, Business Leaders Are Unable to Use Its Power Findings from a new Salesforce global survey show that many leaders do not know how to use data and are unable to harness its power for better decision-making and...
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Medallia Launches Experience Orchestration Platform
- By Sherril Hanson February 28, 2023
Medallia has brought together its experience intelligence capabilities and the real-time interaction and journey orchestration gained from its January 2022 Thunderhead acquisition to launch Medallia Experience Orchestration (MXO). This platform...
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Managing Remote Contact Center Workers to Ensure Success
- By Keith Kirkpatrick February 28, 2023
The COVID-19 pandemic helped to usher in several changes in the ways organizations interact with customers. From the use of QR menus in restaurants to the advent of buy-online, pickup-in-store services, organizations needed to shift the way they...
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CX Innovator Series: Take the Survey!
By Clint Wheelock February 23, 2023
At Dash Network, one of our primary missions is to inform, educate, and inspire CX practitioners across various industries on the best practices for CX technology strategy, program design, implementation, and measurement. Our ongoing editorial and...
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Surprise: Enterprise Execs Plan to Increase Digital CX Investments This Year
- By Keith Kirkpatrick February 21, 2023
A new enterprise CX survey from TELUS International indicates that many executives are planning to increase CX budgets in 2023.
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eGain Announces Integration of Knowledge Hub with Microsoft Teams
- By Alex Gaw February 20, 2023
Knowledge management software company eGain has announced integration of its Knowledge Hub with Microsoft Teams to improve customer engagement automation.
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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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