T-Mobile to Revamp Enterprise Business with New Customer Care Focus
By Sue Marek March 25, 2022
T-Mobile is making some key organizational changes to its executive team in hopes of migrating some of its “un-carrier” energy and customer service expertise from its consumer division to its enterprise group. The operator announced earlier...
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Optimizing CX for Mobile Interactions
By Keith Kirkpatrick March 24, 2022
While desktop and laptop computers are still dominant for productivity tasks in the business world, the use of mobile devices has clearly become ubiquitous for consumers. According to research focused on the mobile market conducted by Data.ai, the...
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Zeta Acquires ArcaMax to Enhance Data Cloud
By Alex Gaw March 24, 2022
Zeta Global, the data-driven marketing technology company that is also widely acknowledged to be the business world’s third-largest dataset repository after Google and Facebook, has entered into an agreement to acquire ArcaMax, a key provider in...
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North Highland Acquires Decooda to Accelerate Data-Driven Insights
- By Alex Gaw March 23, 2022
North Highland, the Atlanta-based employee-owned global management consultancy focused on issues relating to change and transformation, has acquired Decooda, another Atlanta-headquartered firm and the provider of a cloud customer feedback...
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Personalization in Travel & Hospitality
By Sherril Hanson March 23, 2022
The travel & hospitality segment is ripe for personalization solutions to improve CX. Consumers want more tailored options, and travel-focused companies can use personalization to deepen and expand purchasing behaviors, increase customer...
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Funding and M&A: Emplifi, Birdeye, inFeedo, Affogata, and Dixa
- By Alex Gaw March 22, 2022
CX funding activity rises to the forefront in this roundup with the achievement of fresh capital infusion or new equity investment for Ohio-based Emplifi, Birdeye from California, inFeedo in New York City, and Israel-based provider Affogata. The...
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Ditching the Script for Better Telecom Customer Interactions
- By Keith Kirkpatrick March 22, 2022
Due to the vast array of options telecom providers offer their customers, interactions with customers traditionally have incorporated mechanical-sounding scripts, often beginning with IVR systems or artificial intelligence (AI) based-agents, and...
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Medallia, Qualtrics, and Vurvey Announce Insights and Feedback Solutions
- By Sherril Hanson March 22, 2022
March has been a busy month for CX with multiple customer wins, merger and acquisition activity, and funding announcements. Additionally, the past few weeks have seen several interesting solution announcements from CX technology providers in the...
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New Research from Frost & Sullivan, Qualtrics, Mendix, Nudge, and Yotpo
- By Alex Gaw March 21, 2022
In this roundup, four of the five new research reports address organizational or worker-related issues that present seemingly divergent findings. While Frost & Sullivan projects exponential growth for CX innovation, Mendix underscores the CX...
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Ayla Networks Uses AI to Predict and Prevent Customer Problems
- By Sue Marek March 17, 2022
Ayla Networks is using artificial intelligence (AI) and machine learning (ML) to process large amounts of customer data in real-time and help its clients predict and prevent problems with their devices and their networks. The company has two...
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Customer Wins for Sprinklr, goHappy, Algolia, Veeva, and ActiveCampaign
- By Alex Gaw March 17, 2022
In this latest roundup of customer wins and case studies, five providers find success in their CX implementations. Unified customer experience management (CXM) provider Sprinklr is tapped by Formula 1 racing team BWT Alpine. For goHappy, new...
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Social Media as a Channel for Customer Insights and Feedback
- By Sherril Hanson March 16, 2022
Social media is yet another channel consumers are heavily using for education, research, shopping and brand interaction, and it needs to be part of every company’s CX strategy. Social media touches every part of the CX market ecosystem, including...
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