Reducing Noise to Elevate Voice Interaction CX
By Keith Kirkpatrick July 14, 2022
One of the most frustrating aspects of voice conversations between a customer and a contact center worker is the presence of loud, distracting background noise. Extraneous noise can not only make these interactions unpleasant, but can also impact...
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Benefits of Insights & Feedback Technologies for End Users
By Sherril Hanson July 14, 2022
The use of customer insights & feedback solutions offers many compelling benefits aside from allowing customers to be heard, and have their concerns addressed. During the COVID-19 pandemic years, there have been many industry segments that...
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Managing In-Store Ambience to Support Good CX
- By Keith Kirkpatrick July 13, 2022
In late June, a Bank of America analyst report accused homewares retailer Bed, Bath & Beyond of turning off the air conditioning in its stores to help cut utility costs as the retailer grapples with a significant drop in sales. Bank of America...
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New EX-Related Research from Ceridian, Genpact, Freshworks, and Legion
- By Sherril Hanson July 12, 2022
The employee experience (EX) ecosystem is comprised of more than just providing opportunities for surveying, and is inclusive of such core areas as feedback and analytics, as well as technologies that support recognition and reward, social impact,...
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EX Platform Provider Workvivo Raises $22 Million in New Funding Round
By Alex Gaw July 11, 2022
Workvivo, the provider of an employee experience (EX) and communication platform designed to increase worker engagement on an emotional level and to centralize internal communications, has raised $22 million in new funding, tripling the company’s...
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DXC Technology Signs Major Deal with Manchester United
- By Alex Gaw July 11, 2022
DXC Technology, the global IT services and consulting firm based in Ashburn, Virginia, has signed a major multiyear agreement to be the digital transformation partner of UK Premier League football club Manchester United. As the club turns to...
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Managing CX During Disasters and Emergencies
- By Keith Kirkpatrick July 11, 2022
Ensuring excellent CX during times of relative normalcy can be challenging for most organizations, with issues such as managing unrealistic customer expectations, product shipping and fulfillment delays, and increases in demand for customer service...
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Customer Wins for Genesys, MoEngage, Lexer, ISC-CX, and Qualtrics
- By Alex Gaw July 7, 2022
The customer wins in this roundup involve big names like Shell, Qualtrics, and ISC-CX, as well as other international entities, such as the Indian Hotels Company Limited, PassTo from the UK, and Lexer and the Cotton On Group from Australia. All the...
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New EX Products & Enhancements: Benevity, Motivosity, Submittable, Others
- By Sherril Hanson July 6, 2022
The employee experience (EX) technology ecosystem encompasses not just the solutions meant to measure engagement, but also those that contribute to the day to day and overall positive (or negative) feeling employees develop toward...
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M&A and Funding: Sitel Group, Webhelp, Enghouse, and LeadSquared
- By Alex Gaw July 5, 2022
Two large mergers and acquisitions are profiled in this roundup. In the first, US-based Sitel Group is moving to merge with Majorel, located in tiny but affluent Luxembourg in Western Europe. When completed, the merger will result in a colossus...
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Medallia Medicare Stars Solution Strives to Improve Patient Experience Ratings
By Andrew Broderick July 5, 2022
Patient experience measurement reveals dynamic tensions and differences in the motivations behind what healthcare organizations measure for and why. For some it reflects the strategic pursuit of excellence in improving processes and outcomes, while...
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New Research from Merkle, Twilio, Smart Communications, FullStory, and Emplifi
- By Alex Gaw July 4, 2022
The research pieces highlighted in this roundup share a common theme: the challenges that companies face because of new technologies and altered expectations. It explains why brand loyalty is no longer just about coupons and discounts; why...
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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
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