Utilizing Automated Ticket Correlation to Improve CX Responsiveness
By Keith Kirkpatrick July 1, 2022
The delivery of excellent CX is driven by a variety of factors, but the ability to handle customer service and support issues quickly and efficiently cannot be overlooked, particularly in the hyper-competitive telecommunications sector. The...
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OMB and GSA Designate $100 Million to Improve CX for the Public Sector
By Alex Gaw July 1, 2022
President Biden’s initiative to improve CX in the federal government will receive $100 million from the Technology Modernization Fund (TMF) to streamline and improve digital services to the public, the Office of Management and Budget (OMB) and...
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Amazon Connect Adds Three New Contact Center Capabilities
- By Alex Gaw June 30, 2022
Three new capabilities have been added to Amazon Connect, the cloud virtual contact center of Amazon, aimed at improving contact center productivity and customer satisfaction. The capabilities are Amazon Connect Cases, Amazon Connect Outbound...
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Dialpad, Glassbox, Tattle, and Qualtrics Launch New CX Offerings
By Sherril Hanson June 30, 2022
The collection and management of data is integral to companies aspiring to provide positive experience for customers. Four new solution announcements have the common tie of leveraging data to create actionable insights to improve upon...
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Deloitte Digital Unveils TrueServe to Transform Contact Centers
- By Alex Gaw June 29, 2022
Deloitte Digital, the digital agency focused on services and offerings to elevate CX, is launching a new cloud-based solution for contact centers with TrueServe, an integrated suite of technologies that the company says is designed to deliver a...
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Zendesk to Be Acquired for $10.2 Billion by Investor Group
- By Alex Gaw June 29, 2022
Zendesk, the provider of software as a service (SaaS) products for customer support and communications software, has entered into an agreement to be acquired by an investor group led by the investment firms Permira and Hellman & Friedman. The...
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Qualtrics and ServiceNow Partnership Combines CX and EX Support
- By Sherril Hanson June 28, 2022
As customers and employees have opportunity to leverage a wide variety of channels, the incoming data is increasing exponentially. In a study conducted by Qualtrics and ServiceNow, more than two-thirds (69%) of customers said they switch between...
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New CX Research from ASAPP, eGain, Telus, Qualtrics, and Forrester
- By Alex Gaw June 27, 2022
Two research reports in this roundup bookend an increasingly serious CX issue: how to best ensure the well-being of contact center employees, who are leaving the industry in record numbers for better working conditions, higher pay, and greater...
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Avaya Showcases One Cloud CCaaS as Composable Solution
- By Alex Gaw June 24, 2022
Avaya, the North Carolina-based multinational technology provider of cloud communications and workplace collaboration programs, is promoting its One Cloud CCaaS offering as a composable contact center solution that delivers a complete and...
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M&A and Funding News on HqO, ServiceNow, Gupshup, Pega, and Immuta
- By Alex Gaw June 23, 2022
Four mergers and acquisitions (M&A) stories and one on funding make up this new roundup. Regardless of the nature of the acquisition or funding taking place, however, the focal point of activity, as it turns out, remains the same: people. Two...
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Two Hotel Chains Turn to CX Technologies to Improve Guest Experience
- By Sherril Hanson June 23, 2022
The ability to provide positive experiences for customers along digital and in-person touchpoints over the entire customer journey, from research and booking to check-in and boarding, to hotel departure and more, has always been a challenging task...
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Customer Wins for ISC-CX, Workato, Vonage, SMG, and Adobe
- By Alex Gaw June 22, 2022
The customer wins in this roundup include some big names: Adobe, The Home Depot, Foot Locker, ISC-CX, and Vonage, among others. But regardless of the size or status of the collaborating companies, the partnerships have all proven valuable, yielding...
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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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