EX Announcements from Ceridian, Leapsome, LumApps, UKG, Culturro, MeBeBot, and LumApps
By Sherril Hanson December 6, 2022
Ceridian Expands Dayforce Human Capital Management solution provider Ceridian launched new enhancements designed to create a more personalized employee experience. “Today’s modern workforce requires agility, continuity, and adaptability...
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Xref Buys Voice Project for Hire-to-Retire Solution; New Funding for CX Startups
By Alex Gaw December 6, 2022
HR Tech Firm Xref Acquires Employee Engagement Outfit Voice Project Sydney, Australia-based HR tech platform provider Xref has acquired fellow Australian and employee engagement technology company Voice Project in a move that will enable the...
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Forsta Launches Predictive NPS
- By Sherril Hanson December 5, 2022
At the Web Summit in early November, Forsta introduced Predictive NPS (pNPS), a capability that will help customers fill in knowledge gaps caused by the majority of customers not participating in feedback opportunities. This functionality was...
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CX Innovators: Kevin FitzPatrick, Ruby Tuesday
By Clint Wheelock December 5, 2022
Kevin FitzPatrick is currently Senior Vice President, Digital & Performance Marketing at Ruby Tuesday, the Maryville, Tennessee-based restaurant operator with more than 200 locations worldwide. FitzPatrick joined the company about a year ago,...
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New Research from Kubra, Genesys, Forrester, Infinity, and Mitto
- By Alex Gaw December 5, 2022
Kubra: CX is Key to Choosing Insurance Provider Customer experience is the most important factor for those choosing an insurance provider, according to the new Insured Billing and Payment Report 2022 from Kubra, the Arizona-based provider of CXM...
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Contact Center News from Amazon Connect, Dixa, Genesys, TalkDesk, and Zoom
- By Sherril Hanson December 2, 2022
Amazon Connect Introduces New Functionalities Amazon Connect Customer Profiles now allow agents to view additional customer information from Customer Profiles that are stored in the Connect Agent Application. This allows for more personalized...
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Aligning CX with Product-Led Growth Strategies
By Keith Kirkpatrick December 2, 2022
Product-led growth is a strategy that focuses on the attributes and user experience of a product to help drive growth, compared with simply telling prospects about a product via marketing or advertising. Often based on a freemium model, where users...
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New Research Finds 70% of Organizations Lack Adequate EX Data
- By Sherril Hanson December 1, 2022
New research from FOUNT and TI People demonstrates the need for quality employee experience data. According to the report, for companies running employee surveys once a year, 70% say the employee data is not adequate for their needs. While a...
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Steps for Saying ‘No’ to Customers While Maintaining a Good CX
- By Keith Kirkpatrick December 1, 2022
The customer may always be right, but that does not mean it is always possible to say yes to every request or demand. And while most customers understand that there may be scenarios in which the organization or company cannot comply with their...
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Goodera, Revuze, and Optiwise.ai Raise Fresh Capital; Hotjar Acquires PingPong
- By Alex Gaw November 30, 2022
Goodera Raises $10 Million to Scale Employee Volunteering Mission Goodera, the provider of technology-based services aimed at enhancing corporate social responsibility programs, recently raised $10 million in Series A funding as part of the...
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Frontier Airlines Eliminates Live Agent Customer Support
- By Keith Kirkpatrick November 29, 2022
Many companies have tried to shift the bulk of their customer support operations to digital channels to allow live agents to handle only the most complex or critical calls. But as the busy travel season shifted into high gear, Frontier Airlines...
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Beekeeper and Alida Raise New Funds; Klaviyo Acquires Napkin.io
- By Alex Gaw November 29, 2022
Swiss Firm Beekeeper Raises $50 Million Beekeeper, the Zurich, Switzerland-based provider of a frontline success system, reported raising $50 million in Series C funding, bringing the company’s total funding to date to more than $100 million....
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