Japan’s transcosmos and NTT Launch Demo of Virtual Contact Center in the Metaverse
By Alex Gaw October 18, 2022
The Japanese organizations transcosmos and NTT Communications recently launched a demo test of a virtual contact center in the metaverse that sought to find new ways of working for remote employees in the post-pandemic era, consolidating both...
Read More
New Acquisitions by Granicus, ResultsCX, InteractiveTel, and Appier; Perch Raises New Funds
- By Alex Gaw October 18, 2022
GovTech CX Firm Granicus Acquires Rock Solid Granicus, the provider of CX technologies and services for government, has acquired Rock Solid Technologies, the citizen engagement software solutions firm. Financial terms of the deal have not...
Read More
Avaya, Ascensos, Balto, OmanTel, and Others Announce Products, Partnerships
By Sherril Hanson October 18, 2022
Many integrations, partnerships, and products have been announced in the contact center segment, many which help both agents and customers, such as the implementation of conversational intelligence and noise reduction technologies. Additionally,...
Read More
Customer Authentication – Efficiency Is Important to Ensuring a Good Experience
By Keith Kirkpatrick October 17, 2022
One of the key issues that still plagues customer-facing organizations is the account authentication process; essentially, making sure that the person contacting customer support with an issue is either the account owner, or an authorized user....
Read More
Customer Wins for Contentsquare, Freshworks, Sprinklr, Algolia, and Medallia
- By Alex Gaw October 14, 2022
Saatva Selects Contentsquare for Customer Analytics Contentsquare, the provider of an AI-powered platform for contextual insight into customer behaviors, is partnering with luxury sleep company Saatva to help gain greater exposure and boost...
Read More
Creating Compelling Customer Experiences to Entice People to Attend In-Person Events
- By Keith Kirkpatrick October 13, 2022
Last week, the New York Mets, winners of 101 games during the regular MLB season, hosted all three games of the National League Wild Card Series against the San Diego Padres. While the Mets were able to sell out Games 1 and 2, Game 3’s announced...
Read More
QuestionPro Acquiring Journey Mapping Provider SuiteCX
- By Sherril Hanson October 13, 2022
QuestionPro is making a big addition to its QuestionPro CX product platform, with its soon to be formally announced acquisition of customer journey mapping provider SuiteCX. Dash Research had an exclusive interview with Ken Peterson, President,...
Read More
Using CX as a Strategy for Managing Economic Downturns
- By Keith Kirkpatrick October 12, 2022
It is no secret that the economy has made life difficult for companies and their customers. Rising prices due to inflation, a challenging interest rate environment, and near-daily predictions of a full-on recession have done little to instill...
Read More
Qualtrics Releases New Solutions: Real-Time Agent Assist and Automated Call Summaries
- By Alex Gaw October 12, 2022
Experience management (XM) creator and provider Qualtrics has released two new real-time contact center solutions aimed at making agents more productive and empathetic. With the first solution, Real-Time Agent Assist, artificial intelligence...
Read More
Partner and Product Launches from Alchemer, QuestionPro, Qualtrics, and Others
- By Sherril Hanson October 10, 2022
Alchemer Broadens Partner Program CX and enterprise feedback technology provider Alchemer has launched an expanded partnership program for software-as-a-service (SaaS) vendors, market research firms, and traditional resellers. Partners can...
Read More
New Funding Activity for Bloomreach, Klaus, and Ovation
- By Alex Gaw October 10, 2022
Bloomreach Secures $30 Million Credit Facility Software developer and customer journey orchestrator Bloomreach has entered into a $30 million, three-year credit facility with J.P. Morgan. The $30 million base facility includes a debt...
Read More
New Research from Merkle, Talkdesk, SAS, IRIS, and Verint
- By Alex Gaw October 10, 2022
Merkle: Gaps Found Between Self-Assessment of Brands and Customer Perceptions A new report from global CX management (CXM) company Merkle finds a big disconnect between the high marks that brands give to the CX quality they create versus the...
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