Using Tech and Physical Design to Meet Customer Priorities
By Keith Kirkpatrick June 21, 2022
Taco Bell announced earlier this month that it opened the first of its “Taco Bell Defy” stores in Brooklyn Park, Minnesota, which incorporates automated and other innovative technologies designed to speed up and improve the customer’s...
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QuestionPro Partners with Acquis Cortico-X
By Sherril Hanson June 21, 2022
QuestionPro and Acquis Cortico-X announced a collaboration to offer products and strategic services aimed at helping companies measure, discern insights, and take action from their data. Acquis Cortico-X is the experience transformation arm of...
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New CX Research from Forrester, Sprinklr, WSO2, Lilt, and NICE
By Alex Gaw June 16, 2022
In this roundup of new research, the reports all zero in on the one indispensable component of CX—the customer—whose experience is measured to give rise to Forrester’s US CX Index ranking, and is the object of inquiry in Sprinklr’s...
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Recognition Is a Key Factor for Employee Engagement and Well-Being
- By Sherril Hanson June 15, 2022
Recent data collected by Workhuman and Gallup indicates that even with the demonstrated cost savings and value to company culture of implementing an employee recognition program, many companies are lagging in their focus on recognition, or are not...
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Developing Deeper Emotional Connections with Customers
- By Keith Kirkpatrick June 14, 2022
One of the most oft-repeated adages in life is that you do not remember what a person says to you, but you do remember how they made you feel. This rings true across both B2B and B2C customer interactions, but due to the more personal nature of B2C...
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Latest Customer Wins for Vonage, PowerReviews, SMG, NICE, and Oracle
- By Alex Gaw June 10, 2022
Successful CX is not confined to any single industry but cuts across a diverse array of fields, as can be seen in this latest customer wins roundup. The industries represented here include insurance, grocery, off-price retail, healthcare...
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EX Research Released from Qualtrics, VMware, Quantum Workplace, and Others
- By Sherril Hanson June 9, 2022
Research data continues to confirm the growing need for companies to examine their current technology stacks and determine whether they will continue to support the current and future employee experience (EX) needs of their organizations....
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Helping Agents Respond to Inquiries Via Automation and AI
- By Keith Kirkpatrick June 9, 2022
One of the major challenges involved with managing customer interactions is ensuring that live agent staff are delivering the correct and most appropriate responses during customer support conversations. Incorrect – or incorrectly delivered –...
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M&A News on Airship, Heap, and Bond; New Funding for MoEngage and Lang.ai
- By Alex Gaw June 8, 2022
Two acquisitions in this new M&A roundup are said to provide industry firsts. Company executives from Airship and Gummicube say the union of the two providers will create the first comprehensive, end-to-end mobile app experience management...
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Zoom and Genesys Expand Partnership with New CX Offering
- By Alex Gaw June 8, 2022
The California technology companies Zoom Video Communications and Genesys Telecommunications Laboratories are expanding their partnership with an offering that provides organizations with a feature-rich cloud contact center and unified...
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Leveraging 5G to Provide Friction-Free CX
- By Keith Kirkpatrick June 7, 2022
Industry trade group GSMA estimates that by the year 2025, the number of 5G connections will reach 2 billion, up from 1 billion in 2022. Moreover, by the end of 2025, 5G will account for over one-fifth of total mobile connections, and more than two...
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ISC-CX Opens in Brazil to Support Latin America Businesses
- By Alex Gaw June 7, 2022
ISC-CX, a key provider of CX programs worldwide for more than 20 years and an active presence in the Latin American market in the past decade, is opening an office in Brazil to further strengthen its global capabilities. The new office in Brazil...
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Employee Experience
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Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
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Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
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