IRS Creates Taxpayer Experience Office to Improve Taxpayer CX
By Alex Gaw March 16, 2022
Seeking to improve its service to taxpayers and the overall experience for customers, the Internal Revenue Service (IRS) has established the new Taxpayer Experience Office, identifying from the outset the scope of efforts and the key areas of...
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Technology Providers Launch CommX, the Commerce Experience Collective
- By Alex Gaw March 15, 2022
Five technology providers have banded together to launch the Commerce Experience Collective or CommX, an online community for retailers to grow e-commerce for businesses worldwide, supported with research and data to help the collective in its...
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Leveraging Blockchain to Improve Customer Confidence in Sharing Personal Data
By Keith Kirkpatrick March 15, 2022
A blockchain is a decentralized, distributed database that stores information electronically, and is designed to permit the collection of information or records in groups, known as blocks. The goal with using a blockchain is to allow digital...
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M&A and Funding: Havas, System1, Sendinblue, Omnicom, Upflowy, and Tattle
- By Alex Gaw March 14, 2022
In this roundup, two French firms and an Australian startup are among the latest newsmakers in M&A and new funding activity. The French giant Havas Group—among the world’s largest advertising and communications organizations, employing...
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Managing Corporate and CX Disinformation
- By Keith Kirkpatrick March 14, 2022
So-called “fake news” or disinformation is hardly limited to political topics and discourse, and its roots are far older than the social media platforms which, in recent years, have served as an amplifier.Disinformation also can impact...
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Establishing Brand Loyalty in Healthcare as a Futureproofing Strategy
By Andrew Broderick March 14, 2022
The COVID-19 pandemic influenced consumers’ trust and engagement with healthcare, and challenged providers in innumerable, unforeseeable ways that today are helping establish digital platforms as the foundation for the industry’s customer...
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Insider, Cross-Channel CX Platform Provider, Earns Unicorn Status
- By Alex Gaw March 11, 2022
Insider, the provider of a cross-channel CX platform based in Singapore, announced on March 7 that it had achieved unicorn status after obtaining $121 million in Series D funding. The company now carries a valuation of $1.2 billion. The funding...
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New Research Studies: Avaya, Hiya, Gartner, Salesforce, and PwC-FICCI
- By Alex Gaw March 10, 2022
In this roundup, much of the new research has to do with organizational success. From Avaya comes a new study on the relationship between business success and the so-called “Total Experience” approach. In Hiya’s new report, the popularity of...
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Unblinding Healthcare Strategy to Transform Patient Experience
- By Andrew Broderick March 10, 2022
In driving down costs and capturing recurring revenues, consumer loyalty is becoming a driver of profitability for health systems. But care access remains a barrier for many Americans. And challenges with patient care access matter for patient...
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New EX Products: Momentive, QuestionPro, Experience.com, Motivosity, and DaysToHappy
By Sherril Hanson March 9, 2022
Products and solutions that support the growing employee experience segment have been introduced at a fast clip during the start of 2022, with a focus on offerings that help companies plan and launch EX programs and strategies, gather data, reward...
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New Customer Wins for Amelia, eGain, ISC-CX, ASAPP, and Medallia
- By Alex Gaw March 9, 2022
The latest CX collaborations represent major wins for players in five distinct spheres. In hospitality, Amelia is the new digital concierge at Resorts World Las Vegas. In government services, eGain will provide CX engagement services to the...
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Using Co-Browsing to Improve Customer Experiences
- By Keith Kirkpatrick March 8, 2022
The old adage “show, don’t tell” is apropos in today’s visually dominant and increasingly complex world, particularly for organizations that interact with customers through the web or mobile devices during sales or support activities....
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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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