Five Questions for Rich Green, Chief Product Officer with SugarCRM
By Keith Kirkpatrick December 14, 2021
Rich Green, Chief Product Officer, SugarCRM I recently connected with Rich Green, chief product officer (CPO) with SugarCRM, to get this customer relationship management (CRM) industry veteran’s insights into the challenges of integrating AI...
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Healthcare Is Not Just Another Service Industry
By Andrew Broderick December 13, 2021
Is patient experience (PX) in healthcare any different from that of CX in other sectors? In theory, no, but in practice, the context, dynamics, and implications can be quite distinct. The US Agency for Healthcare Research and Quality (AHRQ)...
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CXM Firm Alida Receives New Equity Investment
By Alex Gaw December 10, 2021
Alida, the Canadian developer of CXM and customer insights software, said in a recent announcement that it was the recipient of an equity investment from fellow Canadian entity BMO Capital Partners, a major source of subordinated debt and minority...
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Empathy Mapping for CX
By Sherril Hanson December 10, 2021
If you were to create a word cloud to track the trending words in CX, “empathy” would take up some sizable real estate. The ability to understand the feelings of a customer can lead to a more personalized approach or offering, as well as better...
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HubSpot Invests $7.5 Million to Support Two Black-Led Banks
- By Alex Gaw December 10, 2021
Two Black-led banks will be receiving the remaining portion of a multimillion-dollar investment from CRM platform provider HubSpot that is intended to broaden access in Black communities to financial services, HubSpot said in a recent company news...
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CX Acquisitions Abound During Early December
- By Alex Gaw December 9, 2021
Tech Mahindra Acquires Activus Tech Mahindra, a key provider from India of information technology (IT) and business process outsourcing (BPO) services, announced on December 3 that it was acquiring Orlando, Florida-based Activus...
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Backend AI: Not Just for Customer-Facing Bots
- By Keith Kirkpatrick December 7, 2021
Artificial intelligence (AI) is increasingly being accepted by customers as tools that allow them to accomplish tasks or get the information they need, without having to speak or interact with other humans. AI-driven automated attendants, virtual...
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CX Specialist Genesys Raises $580 Million in New Funding Round
- By Alex Gaw December 7, 2021
Genesys, a major provider of CX management and call center software, successfully raised $580 million in a new funding round that now gives the Daly City, California-based enterprise a valuation of $21 billion. The latest funding round was led...
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Cisco Is Taking CX to the Cloud
By Sue Marek December 7, 2021
As telecom operators migrate from 4G networks to 5G networks and incorporate a more cloud-based networking model, there is more incentive for them to upgrade their CX systems. Because 5G networks are much more complex than 4G networks, having more...
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CX Outsourcing Firm Majorel Enters Croatia and Agrees to Acquire Turkish CX Provider Mayen
- By Alex Gaw December 6, 2021
Majorel, the Luxembourg-based provider of multilingual outsourced CX solutions, has expanded its footprint with the establishment of new operations in Zagreb, Croatia, the company announced on December 2, just 10 days after it signed an agreement...
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Training, Safety, Communication, and Flexibility Are Major EX Issues Facing the Travel & Hospitality Industry
- By Sherril Hanson December 6, 2021
The current environment for employees in the travel & hospitality industry is extremely difficult and will not improve anytime soon, given the uncertainty of the COVID-19 pandemic. Travelers are facing an ever-changing set of rules,...
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French CX firm Quadient Raises Money to Meet Maturing Loan Obligations
- By Alex Gaw December 6, 2021
Quadient, the French-based specialist in CX management and business process automation, says it has successfully raised €270 million to meet financial obligations. The money was raised through a private placement loan issued under German law...
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