CX Insights and Feedback News from Chatmeter, Momentive, Qualtrics, SANDSIV, Tattle, and Uberall
By Sherril Hanson December 16, 2022
Chatmeter Enhances Platform Chatmeter announced additional features for its marketing and online reputation management platform designed to improve customer loyalty and enable real-time CX responsiveness. Actions and enhancements...
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Virtual CX Will Become a Mainstream Frontline Support Channel by 2028
By Alex Gaw December 14, 2022
Customer support provided or obtained through virtual environments will grow within the next five years as virtual interactions join traditional and digital frontline-support channels, according to new research from UK cloud communications provider...
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EX Research from Achievers, Aon, Mercer Marsh Benefits, REBA, Sage, and Workhuman
- By Sherril Hanson December 14, 2022
HR Leaders Look Toward Increasing Productivity as Recession Fear Looms A new report from Achievers Workforce Institute shows that HR leaders are worried about a coming recession, and increasing productivity tops their list of objectives. The...
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CX Innovators: Heidi Bullock, Tealium
By Clint Wheelock December 14, 2022
Tealium is a global provider of customer data platforms (CDPs), supporting over 850 enterprise customers in more than 30 countries around the world. Originally established in 2008 and headquartered in San Diego, the company has grown to more than...
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Customer Wins for Google, Konnect Insights, Algolia, MoEngage, and Qualtrics
- By Alex Gaw December 12, 2022
Google Enjoys First CCaaS Win at Fiber Network Firm Segra Google has won the first commercial deployment of its contact center as a service (CCaaS) offering at Segra, the fiber network operator based in Charlotte, North Carolina, which is...
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Maintaining and Building Customer Trust in the Face of an Economic Downturn
- By Sherril Hanson December 12, 2022
A lot is being written on how the potential economic recession will affect companies and the customers that interact with them. Layoffs in the tech sector continue, and are inundating the news cycle. Companies will need to pay close attention to...
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New Research from Partnership for Public Service, Emplifi, Qualtrics, ISG, and IDC
- By Alex Gaw December 9, 2022
Partnership for Public Service: Government Must Invest in CX Budgets of Agencies The U.S. federal government needs to fully fund the CX budgets of official agencies if it wishes to invest in the capacity of those bodies to compile and use...
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Customer Wins for SMG, Pisano, Talkdesk, IntelePeer, and Qualtrics
- By Alex Gaw December 8, 2022
SMG Begins Fresh Relationship with Rubio’s Coastal Grill Experience management provider Service Management Group (SMG) is teaming up with Rubio’s Coastal Grill, the fast casual restaurant chain specializing in Baja-inspired Mexican...
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Presidential Management Agenda Continues to Make Progress
- By Alex Gaw December 8, 2022
Continued progress is being made in the three priority areas making up the President’s Management Agenda (PMA) since they were first unveiled more than a year ago by the administration of President Joe Biden and Vice President Kamala Harris,...
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CX Innovators: Ashu Roy, eGain
Ashu Roy is chief executive officer of eGain Corporation, which provides an AI-enabled software platform that integrates with CRM and contact center systems for enhanced customer self-service, virtual assistance, and contact center agent tools. Roy...
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CX Innovators: KV Dipu, Bajaj Allianz
Bajaj Allianz, a general insurance and life insurance company doing business in India, is a joint venture between Allianz SE, a leading global insurance company based in Munich, Germany, and Bajaj Finserv Limited, a diversified financial services...
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EX Announcements from Ceridian, Leapsome, LumApps, UKG, Culturro, MeBeBot, and LumApps
- By Sherril Hanson December 6, 2022
Ceridian Expands Dayforce Human Capital Management solution provider Ceridian launched new enhancements designed to create a more personalized employee experience. “Today’s modern workforce requires agility, continuity, and adaptability...
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