Personalizing the Patient Experience Is the Future of Competitive Advantage
By Andrew Broderick April 7, 2022
Since 2008, the University of Utah Health (UTH) has listened to the voices of its patients. At that time, UTH laid down a challenge to its leadership to improve the patient experience with the call to action that medical care can only be great if...
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TruRating: In the Moment Customer Feedback, With Deep, Actionable Data
By Sherril Hanson April 7, 2022
With the distance that was created between consumers and brands during the pandemic, companies have sought to have more frequent, bite sized feedback with their customers, and there has been some movement toward technologies that provide quicker,...
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Abu Dhabi Launches ‘Program for Effortless Customer Experience’
By Alex Gaw April 6, 2022
The Emirate of Abu Dhabi, the largest of seven emirates comprising the United Arab Emirates (UAE), has launched a government initiative aimed at producing a new CX model for transacting business with government authorities. The initiative,...
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Providing a Seamless CX When Using External Partners
By Keith Kirkpatrick April 5, 2022
Few enterprise organizations are truly islands unto themselves. Most firms rely on partners or other subcontractors to deliver a part of the actual experience with customers. For example, automobile manufacturers rely on dealers to provide a...
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Customer Wins for Workday, Informatica, SAS, Freshworks, and Five9
- By Alex Gaw April 5, 2022
In this roundup marking customer wins, Workday lays out an enhanced employee experience (EX) at Gorillas; Informatica helps modernize data strategy at Saudi Airlines; SAS propels The Nature Conservancy to record membership revenue; Freshworks helps...
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M&A and Funding: Leapsome, Level AI, Alliants, AmplifAI, and Optimove
- By Alex Gaw April 4, 2022
In this roundup, Leapsome and Level AI lead a group of four CX-oriented providers in raising fresh capital, together bringing in a total of $80 million in funding rounds; Alliants and AmplifAI are the two other recent recipients of new investments....
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New Strategic Mindsets to Reframe, Rebrand, and Revolutionize Healthcare
- By Andrew Broderick March 31, 2022
In the natural scientific world, the principle that form is function refers to the direct relationship between the physical structure of a living system and the way that it functions and survives. The same design principle holds true when one...
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Customer Communities Fuel the CX Experience with Insights and Feedback
- By Sherril Hanson March 31, 2022
Customer feedback can come into a company through a wide variety of channels. With the increased use of digital channels, CX technology providers have been leveraging different techniques to make the feedback process more personalized and...
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New Research from AllCloud, Uberall, MIT SMR, Macro 4, and Sorted
- By Alex Gaw March 31, 2022
In this roundup of five research-related stories, AllCloud outlines increasing middle-market use of Salesforce; Uberall evaluates hybrid CX; MIT SMR Connections sizes up artificial intelligence (AI); Macro 4 talks to UK utility customers; and...
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Google Launches Cloud Contact Center AI Platform
- By Alex Gaw March 29, 2022
Underscoring its goal to provide a complete out-of-the-box, end-to-end offering for contact centers, Google announced a full-fledged platform solution that brings together artificial intelligence (AI) capabilities, cloud-scalable structure, and...
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New EX Products from Qualtrics, Motivosity, Achievers, and 15Five
- By Sherril Hanson March 28, 2022
Four companies have launched new products, each targeted at a different aspect of the employee experience (EX): building connection, offering opportunities for recognition, identifying, and acting on factors that will improve employees’ sense of...
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Customer Wins for Talkdesk, Veeva, Keap, Adobe, Walgreens, and Microsoft
- By Alex Gaw March 28, 2022
In this roundup of customer wins, CX providers bring new levels of success to their customers and partners. For Spain’s Iberostar, Talkdesk helped hotel agents successfully pivot to a remote work-at-home model without sacrificing the comfort and...
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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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