CX Innovators: Ken Peterson, QuestionPro
By Clint Wheelock February 20, 2023
Ken Peterson, President, Customer Experience at survey software company QuestionPro, provides insights on using CX to provide "empathy at scale".
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New Research from SALESmanago, Telus, Teleperformance, Medallia, and Valtech
By Alex Gaw February 17, 2023
SALESmanago: European Marketers Fly Blindly by Not Measuring Customer Engagement Nearly two-thirds of e-commerce marketers in Europe have not measured their customer engagement processes in the past month, and almost one-fifth have never...
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New Research Shows Consumers Believe AI Can Support Positive CX
By Sherril Hanson February 17, 2023
John Nash, Chief Strategy and Marketing Officer, Redpoint Global Redpoint Global recently published research focused on consumers’ feelings and expectations around the usage of AI and machine learning (ML) during brand interaction. Overall,...
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Birdeye’s Cube Online Acquisition Expands Offerings to UK, Australia, and New Zealand
- By Sherril Hanson February 16, 2023
Dave Lehman, COO and President of Go-To-Market for CX platform Birdeye, discusses his company's acquisition of Cube Online.
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Identifying and Responding to CX Pain Points
By Keith Kirkpatrick February 15, 2023
Brands can effectively use technology and training to reduce interaction friction, process friction, and relationship friction in customer interactions.
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Avaya Files for Chapter 11 Bankruptcy
- By Sherril Hanson February 15, 2023
Avaya has filed for chapter 11 bankruptcy, a move that should save the company but it remains behind the curve on CX market competitiveness.
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Freshworks and Meta Team Up in Major Initiative to Help Lift CX
- By Alex Gaw February 14, 2023
Freshworks and Meta have partnered to offer conversational AI chatbots through their messaging apps to improve customer experience.
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Labor Statistics Point to Tight Employment Market
- By Sherril Hanson February 10, 2023
New labor statistics and employee survey results indicate that employers will face some challenging conditions in 2023 to provide strong EX.
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New Research from ACSI, Simplr, Cyara, Conversica, and Emarsys
- By Alex Gaw February 9, 2023
Recent CX surveys and research studies shed light on citizen satisfaction with government, consumer experience with chatbots, retail experience, and more.
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Corporate Leaders See External Hackers, Internal Staff Errors, as Top Cybersecurity Breach Causes
- By Keith Kirkpatrick February 9, 2023
A new survey from EisnerAmper indicates that companies are wrestling to balance enhanced security with a smooth customer experience.
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TDCX Launches New Digital CX Center of Excellence in Singapore
- By Alex Gaw February 9, 2023
Call center and digital CX provider TDCX is launching a new Digital Customer Experience Center of Excellence in its home base of Singapore.
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CX Innovators: Dr. Marlene Kolodziej, Ricoh
Dr. Marlene Kolodziej, Senior Vice President of Service Delivery for Ricoh USA, shares her experience in designing effective CX initiatives.
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Employee Experience
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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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