InMoment Appoints John Lewis as New CEO
By Alex Gaw September 28, 2022
John Lewis is the new chairman and CEO of InMoment, the provider of feedback management and improvement solutions for enterprise customers and employees, the company announced in a recent statement. The new post elevates Lewis from his previous...
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Candidate Experience Is an Important Pre-Employee Experience
By Sherril Hanson September 27, 2022
An employee’s journey with a company can be highly variable in terms of both duration and quality. In the past, it had been thought that an employee’s journey with a company started when they accepted a job offer and was onboarded. However, an...
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Sitel Ends Merger Talks with Majorel, Plus Other M&A and Funding News
- By Alex Gaw September 27, 2022
Sitel and Majorel Discontinue Merger Talks The Sitel Group and Majorel have formally ended discussions on a proposed merger, the two companies announced on their respective websites. Despite what both companies described as due diligence being...
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Customer Wins for Agillic and Tealium, eGain, MoEngage, Talkdesk, and 8×8
- By Alex Gaw September 26, 2022
Agillic and Tealium Team Up to Improve CX for Denmark’s Norsk Rikstoto Copenhagen, Denmark-based Agillic and Tealium of San Diego, California, have been chosen by Norsk Rikstoto, the foundation that supervises parimutuel betting on animal...
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Microsoft Announces Major Viva Enhancements and Work Trend Research
- By Sherril Hanson September 26, 2022
In a twofold announcement, Microsoft released a newWork Trend Index Pulse report, “Hybrid Work Is Just Work. Are We Doing It Wrong?” and introduced several new functionalities, enhancements, and integrations for its Viva Employee...
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New Research from Hero Digital, Zendesk, ActiveCampaign, Calabria, and Protocol
- By Alex Gaw September 26, 2022
Hero Digital: Healthcare CX Advocacy Differs Across Generations and Industry Subsectors A new healthcare CX report from Hero Digital, the CX-led digital transformation company based in San Francisco, reveals the hidden aspects and attributes...
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Realistic CX Expectations Are Key to Return to Travel
- By Sherril Hanson September 23, 2022
This past month I took my first international trip since 2019. Armed with my knowledge of the CX technology stack that many travel and hospitality companies would potentially be using to deliver a good experience, I was fully prepared to come back...
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CallMiner Report: Firms Are Unable to Spur Stronger CX for Various Reasons
- By Alex Gaw September 23, 2022
Companies do not collect all the data they need in order to drive positive CX, and the limited data collection is holding back organizations from effectively analyzing data to uncover insights and intelligence that result in meaningful action,...
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New Customer Wins for LivePerson, Vonage, Qualtrics, SugarCRM, and Tata CS
- By Alex Gaw September 23, 2022
LivePerson and its AI Platform to Improve CX Journey at Capitec Bank LivePerson, the provider of a conversational artificial intelligence (AI) platform, is in a strategic partnership to transform the CX of Capitec Bank, South Africa’s biggest...
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HR Tech Conference Yields a Variety of Announcements
- By Sherril Hanson September 22, 2022
In a press release prior to the event, the HR Technology Conference & Exposition stated there would be 80+ product launches announced. While there were announcements across many technology areas, a few segments in particular yielded a deluge of...
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The CX World Grapples with a ‘People Paradox’ Issue
- By Alex Gaw September 21, 2022
A new report by MIT Technology Review Insights points to a grim irony currently at work in the way CX employees are treated by business concerns in the post-pandemic era. A so-called “people paradox” is discernible when it comes to CX staff,...
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New CX Research from FMI, Braze, Heap, Yotpo, and SMG
- By Alex Gaw September 21, 2022
FMI: Inflation is Worrisome for US Food Industry Food retailers and suppliers both agree that the current inflationary economic climate is not favorable to the food industry, states a new report from Food Marketplace Inc. (FMI), the trade...
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