Alchemer’s Customer Feedback Platform Finds Favor with Amdocs
By Alex Gaw March 1, 2022
Alchemer, the survey software provider headquartered in Boulder, Colorado, says its customer feedback platform has found a home at global business services firm Amdocs, which leverages Alchemer’s voice of the customer (VoC) technology as part of...
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Lucid Motors: Using Immersive Tech to Create Excellent CX
By Keith Kirkpatrick February 28, 2022
One of the key challenges with the purchase of any product is visualizing how it will look, act, and feel once it has been purchased. Retail stores were among the first to launch software that allowed users to virtually “try out” everything,...
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Zoom Launches New Contact Center CX Offering
- By Alex Gaw February 28, 2022
Four months after failing on a multibillion-dollar bid to acquire a call center platform, video conferencing company Zoom now has its own contact center solution that is optimized for video interaction with customers, combined with unified...
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Validity Report: Confidence in CRM Does Not Match Reality
- By Alex Gaw February 25, 2022
A new report from Validity Inc., the Massachusetts-based provider of data integrity solutions, indicates that many businesses may either overlook or not know that the data they keep on customers could be of poor quality, impacting their bottom line...
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M&A Update: Funding for AI-Related Tech and New Acquisitions
- By Alex Gaw February 25, 2022
In this brief roundup, the big news consists of a case of fresh funding worth nearly half a billion dollars, juxtaposed alongside two flashy acquisitions—success, at last, in the first case for a celebrity buyer following a yearlong wait; and in...
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Getting Beyond a Single NPS Score: A Look at QuestionPro’s NPS+
By Sherril Hanson February 25, 2022
CX practitioners collect a variety of metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES) and Secure Customer Index (SCI). NPS is the metric most frequently touted, for better or worse, as the gold...
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ISC-CX Partners with Properties Manager Neinver
- By Alex Gaw February 24, 2022
ISC-CX, the Basel, Switzerland-based provider of in-store and omnichannel CX analysis programs for retailers worldwide, says it has been selected as the digital company of choice to provide data-driven CX solutions to Neinver S.A.U., the Spanish...
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Recognizing Workforce Experiences to Operationalize Patient Experience
By Andrew Broderick February 24, 2022
A key determinant of patient experience (PX) outcomes in healthcare lies with the organizational capacity to implement PX solutions and integrate them effectively within the workflow across the patient journey. Achieving this goal is challenged by...
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New CX Research Reports Focus on Consumers, Brands, and Employers
- By Alex Gaw February 23, 2022
This new research roundup includes the latest batch of studies from Merkle on consumers and how they feel about data privacy, Resonate on three new consumer groups in 2022, Redpoint Global on what brand loyalty really means to consumers, Qualtrics...
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Soul Machines Raises $70 Million for Pioneering Work in Digital People
- By Alex Gaw February 22, 2022
To hear it described by the folks at Soul Machines, the San Francisco-based technology company engaged in highly advanced artificial intelligence (AI) work, the metaverse and the digital world will soon be teeming with so-called “digital...
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Essential Contact Center Agent Skills
- By Keith Kirkpatrick February 22, 2022
Contact center technology plays an important role in helping to ensure a positive CX, particularly in an omnichannel world. Customers expect to be able to contact and engage with companies through any channel—in person or via voice, email, chat,...
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Companies Seek Out CX Expertise for All Things Customer
- By Alex Gaw February 21, 2022
As the stories in this roundup piece suggest, the search for good CX is perpetual because the quest for excellence never ends. But while providing good CX takes many forms, the centerpiece of those efforts remains invariably unchanged. The...
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