New Research from Merkle, Conduent, ManageEngine, Airship, and NTT Data
By Alex Gaw May 4, 2023
Merkle: New B2B Superpowers Index Report Unveils Findings Safety, trust, and CX are crucial for achieving success in a competitive business-to-business (B2B) marketplace, reveals the 2023 B2B Superpowers Index, a research report from Merkle that...
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Creative Virtual Using Vectorization to Limit ChatGPT Hallucination
By Keith Kirkpatrick May 3, 2023
Large language models (LLM) and generative AI technologies are the latest must-have technologies that vendors are incorporating into CX platforms and underlying tools. Since the general availability of OpenAI’s ChatGPT late last year, the CX...
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New Acquisitions for Interact, Edenred, Nextiva, and Capillary; Funding for Savio
- By Alex Gaw May 1, 2023
Interact Software Acquires Sideways 6 to Boost Employee Engagement Intranet solution provider Interact Software is acquiring Sideways 6, the software company that harnesses employee ideas to help companies increase employee engagement. Financial...
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Tealium Unveils Consent Integrations for Integration with Market-Leading CMPs
- By Alex Gaw May 1, 2023
Tealium, a provider of a customer data platform (CDP) and data orchestration tools, has launched a new feature called Consent Integrations for Tealium iQ (TiQ), the company’s tag management solution. Offering plug-and-play integration...
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Customer Wins for 3CLogic, WebEngage, Explorance, Oracle, and Freshworks
- By Alex Gaw May 1, 2023
3CLogic Elevates the Patient and Employee Experience at North Mississippi Health Services 3CLogic, the Maryland-based provider of a voice-enabling cloud contact center solution, announced the recent selection of its platform by North...
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Microsoft Announces Copilot in Microsoft Viva
By Sherril Hanson April 28, 2023
Microsoft has been introducing enhancements to its Viva employee experience (EX) platform at a fast pace since the platform’s launch, and last week saw several notable announcements. Additionally, Microsoft released research that ties employee...
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Meera and Five9 Team Up, Deploying AI to Resolve Common Call Center Issues
- By Alex Gaw April 28, 2023
Meera, the maker of an automated conversational text messaging platform, is partnering with cloud contact center firm Five9 in a collaboration that leverages AI to streamline call centers and deliver better CX. Specifically designed to help...
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The Pitfalls of Leaning into DEI Issues without Conducting Customer Research
- By Keith Kirkpatrick April 27, 2023
Diversity, equity, and inclusion (DEI) has become a major issue for both companies and the customers that purchase from them. But the backlash and boycotts against Bud Light and its parent, Anheuser-Busch, began nearly immediately after Bud Light...
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Customer Wins for Tattle, NTT Data, Appier Group, 8×8, and Sprinklr
- By Alex Gaw April 27, 2023
Tattle is Colectivo Coffee’s Partner of Choice Tattle, the CX improvement platform designed for the hospitality industry, is the partner of choice for Colectivo Coffee, a specialty coffee roaster headquartered in Milwaukee, Wisconsin. The...
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Radisson Hotel Group’s Digital Transformation Continues
- By Sherril Hanson April 24, 2023
My family has started planning summer travel to a destination that we are entirely unfamiliar with. We nailed down what we thought was a perfect hotel, in a perfect location, with an amazingly low rate. But then we plopped that yellow Google man...
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Survey Finds Consumers Are Wary of Generative AI
- By Keith Kirkpatrick April 24, 2023
A recent survey conducted by CX platform DISQO found that although companies are continuing to invest in and develop AI tools and content, consumers are largely unfamiliar with generative AI technology, and will require education on how it is being...
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Playvox Brings a Strong Focus on Agent Engagement
- By Sherril Hanson April 24, 2023
I recently had a conversation and demo with Playvox, a quality and workforce management solution provider that has a strong focus on agent engagement. Playvox has targeted agent engagement since the firm’s inception, and has also been a...
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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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