Announcements from Verint Engage 2023
By Sherril Hanson June 21, 2023
Engage 2023, Verint’s event focused on The Art of Innovation, was the platform for several new product introductions. Openness, AI, and Automation were top themes. “It’s not about technology, but transforming technology into business...
Read More
5 Questions with Ellen Loeshelle, Qualtrics Director of Product Management, Intelligence Platform
- By Sherril Hanson June 19, 2023
I recently spoke with Ellen Loeshelle, Director of Product Management, Intelligence Platform, at Qualtrics to hear more about how Qualtrics already has been using AI, its plans for the future, and the need to keep focused on usability. Can you...
Read More
Despite a Rise in AI in CX, People Still Prefer to Interact with Humans
By Keith Kirkpatrick June 16, 2023
The News: Despite research illustrating that consumers have confidence in AI as a tool for transforming their customer experiences, research conducted by Savanta and unveiled at PegaWorld iNspire found that most people still prefer to interact...
Read More
New CX Research from Northridge, CX Live, Jitterbit, Telus International, and Airship
By Alex Gaw June 15, 2023
Northridge Group: Consumers Less Happy with Service than Businesses Think Featuring insights aimed at helping businesses to benchmark and improve their customer service, the report also notes that chatting with an agent...
Read More
Webex Contact Center Incorporates Generative AI Conversation Summaries
- By Keith Kirkpatrick June 15, 2023
The News: Cisco announced at its Cisco Live customer event on June 7 the incorporation of generative AI summarization technology into Webex Contact Center, which is designed to provide workers with better efficiency and collaboration...
Read More
STG, Momentive, Zendesk, and Capillary Tech in M&A and Funding News
- By Alex Gaw June 14, 2023
Investor Consortium Completes Acquisition of Momentive Global An investor consortium led by Symphony Technology Group (STG) has completed the acquisition of Momentive Global, the maker of the survey platform SurveyMonkey, in an all-cash...
Read More
Customer Care Questions Drive Significant Engagement with Social Media Platforms
- By Keith Kirkpatrick June 5, 2023
The News: Communicating with brands on social media platforms has become a preferred strategy for many consumers, according to the results of a recent Khoros survey that included more than 1,300 respondents who indicated they had tweeted...
Read More
Delta Launches, Then Pauses, Employee Recognition Program After Backlash
- By Keith Kirkpatrick June 1, 2023
The News: On May 27, news emerged about Delta Air Lines’ plan to share the first names of flight attendants with passengers in emails that will be sent to customers a day before their flight, as part of a new employee recognition tool. The tool,...
Read More
Frontier Places Last in J.D. Power 2023 North America Airline Satisfaction Survey
- By Keith Kirkpatrick May 31, 2023
The News: Frontier Airlines received a last-placing ranking in the J.D. Power 2023 North America Airline Satisfaction Survey, which saw the low-cost carrier trail rivals such as Spirit Airlines, Allegiant Air, and WestJet. The North America...
Read More
Nexthink Assist Launched to Support Digital Employee Experience
- By Sherril Hanson May 31, 2023
The News: Digital employee experience (DEX) management provider Nexthink has introduced Nexthink Assist, a virtual assistant that leverages AI to help resource-constrained and overloaded IT teams address problems faster and more easily. This new...
Read More
Five9 Accelerating Its Push Into the Enterprise Market
- By Keith Kirkpatrick May 30, 2023
The News: Five9 underscored its strong financial results posted during its Q1 2023 earnings period during an analyst briefing on May 25. The CCaaS vendor reported $218.4 million in revenue for the first quarter, a 20% increase above the $182.8...
Read More
Driving Customer Success Through an Open, Transparent Zapier Community
- By Keith Kirkpatrick May 30, 2023
The News: Zapier, a provider of automation and integration tools that allow organizations to connect to more than 5,000 applications, has focused its efforts on providing information, education, and tips to its user base through...
Read MoreLatest Research
Employee Experience
Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies
Read MoreCX in the Healthcare Industry
Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
Read MoreCX Market Forecasts
Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
Read MoreCustomer Insights & Feedback
Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
Read More