Contact Center News from Aisera, Genesys, NICE, Five9, LivePerson, and Zoho
By Sherril Hanson December 30, 2022
Aisera Integrates Its Service Experience Solution with Zendesk's Sunshine Platform Aisera has announced its service experience solution is now available via a new app integration on Zendesk's Sunshine Conversations Marketplaces. Customers of...
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M&A: Airtel Buys Lemnisk Stake, Nosto Bags Findologic, GetResponse Closes Recostream Deal
By Alex Gaw December 30, 2022
Airtel Acquires Lemnisk Stake in Plan to Build Largest CDP Bharti Airtel, a major telecommunications services provider from India, has acquired a strategic stake in fellow Indian company Lemnisk, a marketing automation firm, for a planned...
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Phygital Experiences to Drive CX in 2023 and Beyond
By Keith Kirkpatrick December 30, 2022
In just a few years, omnichannel engagement strategies have morphed from a nascent concept to becoming table stakes for most consumer-facing organizations. Largely driven by the shift to digital communication channels, such as SMS, webchat, and...
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New Research from Info-Tech, ActiveCampaign, Qualtrics, Talkdesk, and EY
- By Alex Gaw December 29, 2022
Info-Tech: IT Service Desks Should Focus on Customer Feedback Global IT advisory firm Info-Tech Research Group has published a new industry research blueprint to help IT service desks provide greater customer satisfaction. Rather than relying on...
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Managing CX via Automation and AI
- By Keith Kirkpatrick December 28, 2022
In November 2022, Dash Research highlighted low-cost carrier Frontier Airlines’ decision to eliminate all live agent, voice-based customer service options. Reaction to the piece on LinkedIn indicated a definite preference for technology to...
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New Customer Wins for Cogito, Salesforce, Oomiji, RingCentral, and Relay42
- By Alex Gaw December 28, 2022
Cogito Joins Forces with Large Military-Focused Financial Institution Cogito, which uses emotion and conversational AI to deliver real-time coaching and guidance to contact centers and frontline teams, has teamed up with one of the largest...
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New Funding for MessageGears, 15Five, Darwin CX, and Chattermill
- By Alex Gaw December 20, 2022
MessageGears Receives $62 Million MessageGears, the provider of a customer engagement platform for consumer brands, recently completed a $62 million growth financing round led by Long Ridge Equity Partners, with participation...
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CX Innovators: Rick Rosso, Concentrix
By Clint Wheelock December 20, 2022
Rick Rosso is Executive Vice President, Global Sales & Account Management for Concentrix, a global provider of CX solutions and technology headquartered in Fremont, California. Concentrix works with more than 750 clients in 40+ countries around...
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Research from Qualtrics Shows Government Agencies Struggle with CX, EX Issues
- By Sherril Hanson December 20, 2022
Dr. Sydney Heimbrock, Chief Industry Advisor for Government, Qualtrics Qualtrics recently published the 2023 Government Experience Trends Report, which shows that government leaders are struggling to understand the gap between expectations and...
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Twilio is Voluntarily Delisting from Long-Term Stock Exchange
- By Alex Gaw December 19, 2022
Twilio, the San Francisco-based provider of a customer engagement platform, is voluntarily delisting its Class A common stock from the Long-Term Stock Exchange (LTSE), the company said in an announcement on December 9. Dual-listed on both the...
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Fewer Than 1 in 7 Marketers Possess Digital Infrastructure Needed to
Develop Hybrid CX
- By Alex Gaw December 19, 2022
Not many companies have succeeded in the digital transformation necessary to achieve successful hybrid CX, and fewer than 1 in 7 marketers say they have a digital infrastructure to deliver mature hybrid models, according to a new study from the CMO...
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Layoffs Are Taking a Toll on Employee Wellbeing
- By Sherril Hanson December 16, 2022
Another day, another set of research data pointing to the sub-optimal state of employee experience (EX). The Workforce Institute at UKG recently released data that said nearly half of employees worldwide (46%), including one-third of C-level...
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