Digital Door Strategies Are Defining a New Era of Patient Experience in Healthcare
By Andrew Broderick February 8, 2022
The healthcare industry has traditionally lagged behind other industries when it has come to the digitization of core operational practices, but recent developments have been nothing short of transformational. The onset of the pandemic, in...
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CX Acquisitions and Investments Continue to Make 2022 an Active Year for Market Development
By Alex Gaw February 8, 2022
As January drew to a close, there was no lack of activity on the acquisitions and new funding front. Below are some notable newsmakers during this period. Cyara Receives New $350 Million Investment Cyara, the provider of automated CX...
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Taking a Humanized Approach to Customer Feedback Leads to a More Engaging Experience and Richer Insights
By Sherril Hanson February 7, 2022
Opportunities to provide feedback on a product or experience can be plentiful in terms of the amount of outreach many companies do to stay in touch with their customers and the avenues through which feedback can be provided. Companies are...
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From Consumers to Workers, New Research Reports Shed Light on a Range of CX Perceptions and Trends
- By Alex Gaw February 4, 2022
Several new studies and research reports of the past two weeks shine a light on the continuing evolution of CX and its various components in the face of an unrelenting pandemic. The latest findings are summarized below. Qualtrics: Gen Z Are the...
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Managing Surges in CX Inquiry Demand
By Keith Kirkpatrick February 2, 2022
In late January, streaming service Spotify found itself in the middle of a conflict between Joe Rogan, the comedian-turned-podcast host, and rock legend Neil Young. Rogan, host of the Joe Rogan Experience, had come under scrutiny for providing a...
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Worldwide Social Media Ad Spending Soared to New Highs in 4Q 2021
- By Alex Gaw February 1, 2022
Global ad spending on social media peaked during the fourth quarter last year, in keeping with the increased level of paid social advertising that brands typically undertake during the holiday season, according to a new report from Emplifi, the...
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CX Acquisitions and New Funding Rounds Are Well Underway in January
- By Alex Gaw January 28, 2022
Gainsight On January 10, customer success company Gainsight announced it had signed a definitive agreement to acquire inSided, the provider of a platform based in Amsterdam, the Netherlands, that leverages the power of communities to drive...
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Conversational Bots for CX in Travel & Hospitality
- By Sherril Hanson January 28, 2022
The labor shortage in the travel & hospitality sector has continued to be a challenge as the Omicron variant swept through the industry, causing havoc during late 2021/early 2022 holiday travel. The use of chatbots in the travel sector is...
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Brands Must Rethink Customer Data Strategies as Website Cookies Are Retired
- By Alex Gaw January 27, 2022
With third-party cookie practices soon headed for obsolescence, the findings from a new survey of CX professionals and marketers in Asia Pacific, the Middle East, and Africa show that brands must find new ways of acquiring intelligence on customer...
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US Workers 55 Years Old and Older Leave Their Jobs From Lack of Management Support
- By Alex Gaw January 26, 2022
A new report reveals that American workers over 55 years old are more likely to have an employer who does not provide resources for guidance and professional development for this age segment, which could well account for the large number of job...
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Addressing Labor Shortages Through Better Employee Experience
- By Keith Kirkpatrick January 26, 2022
As the calendar nears the end of the first month of 2022, it is clear that many of the CX issues and trends raised in Dash Network’s December 2021 white paper focusing on the CX industry in 2021 are likely to continue in 2022, though factors...
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Merkle B2B Integrates gyro and Merkle|DWA to Create a Full-Service CX Management Offering
- By Alex Gaw January 25, 2022
Customer experience management (CXM) company Merkle Inc. is retiring the individual brand names of business-to-business (B2B) agencies gyro and Merkle|DWA, formally integrating the two specialist media and creative firms into the global media 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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