Auto-Authentication Techniques to Save Time and Improve CX
By Keith Kirkpatrick January 27, 2023
Using multi-factor authentication and biometrics, in place of traditional account verification, can reduce friction in customer service.
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Research on Diversity, Equity, and Inclusion Shows Room for Improvement
By Sherril Hanson January 27, 2023
QuestionPro Workforce president Sanja Licina discusses key findings from the company's recent study on diversity, equity, and inclusion.
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CX Innovators: Sri Safitri, Telkom Indonesia
By Clint Wheelock January 27, 2023
Sri Safitri of Telkom Indonesia offers insights and key success stories from her team's efforts to improve customer satisfaction and NPS.
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CDP Updates: Kore.ai, Lotame, Lytics, mParticle, Simon Data, and The Trade Desk
- By Sherril Hanson January 27, 2023
Conversational AI Provider Kore.ai partners with mParticle Kore.ai and mParticle, announced a partnership to provide an AI-first natural language processing (NLP)-based search engine and intelligent chatbots to personalize retail shopping...
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SugarCRM Debuts New Digital Self-Service Capabilities
- By Keith Kirkpatrick January 26, 2023
SugarCRM has announced digital self-service capabilities that are aimed at middle market business-to-business (B2B) companies.
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CX Innovators: Deba Sahoo, Fidelity Investments
Deba Sahoo is senior vice president and head of product at Fidelity Investments, the financial services corporation based in Boston that is among the largest asset managers in the world, with products and services in investment management,...
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Healthcare Workers Struggle With EX; Patient Experience Lags
- By Sherril Hanson January 25, 2023
Subpar healthcare employee experience (EX) is having a dampening effect on the quality of patient experience (PX), according to a new Qualtrics study.
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CX Innovators: Clint Payne, The MultiChoice Group
Clint Payne is CX lead of the digital team at the MultiChoice Group, Africa’s biggest pay TV provider and operator of the DStv satellite television service in 47 countries across the continent’s Sub-Saharan region. Tasked with aligning...
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EX Update: Almaden, Confirm, Engagedly, Gympass, Medallia, and Nexthink
- By Sherril Hanson January 24, 2023
Almaden’s Collective IQ Platform Adds Virtual Concierge and Integrates with Microsoft Teams Almaden Inc. has updated its digital employee experience solution, Collective IQ.One of the new features is an integration with Microsoft Teams that...
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CX Implications of Hospitality Tech Study Data
- By Sherril Hanson January 23, 2023
Hospitality Technology has released a Lodging Technology Study, as well as a Customer Engagement Study with data pointing to particular areas of focus for customer experience. Some of the findings coincide well with the market drivers of CX in...
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Improving CX in Food Manufacturing
- By Keith Kirkpatrick January 23, 2023
In past decades, many consumers rarely gave much thought to how the food they consume is processed, which ingredients were used, and from where the raw ingredients were sourced. But today, with health and dietary restrictions, concerns about the...
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Microsoft Invests in HR Software Company Darwinbox
- By Sherril Hanson January 18, 2023
Microsoft continues to show strong interest in the employee experience (EX) and HR tech space with a collaboration and financial investment in Darwinbox. In a blog post, Darwinbox reported that Microsoft has committed resources for product 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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