New Research from Accenture-NASCA, Replicant, Newgen, Centrical, and Mitto
By Alex Gaw September 8, 2022
Accenture-NASCA: State Chief Administrators Can Help Improve Government Customer Service Citizens wish for new and improved digital services from their governments, and the chief administrators in each state are uniquely positioned to help meet...
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QuestionPro Acquires Digital Qualitative Research Provider Digsite
By Sherril Hanson September 8, 2022
QuestionPro, an online survey and research services provider with solutions for both CX and employee experience (EX), announced it has acquired Digsite. Digsite’s qualitative tools will be available alongside QuestionPro’s full suite of...
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Improving CX Via Captive Portals
By Keith Kirkpatrick September 6, 2022
Wi-Fi hotspots have become de rigueur for many retail establishments, restaurants, and other locations. By offering complimentary access to the internet to in-person patrons using their mobile devices, companies are offering an added technological...
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Customer Wins for Edify, mParticle, MoEngage, Informatica, and Freshworks
- By Alex Gaw September 6, 2022
Edify Signs 45,000-User Deal in Europe CX company Edify recently completed a substantive call center and unified communications (UC) deal in which its new customer, a European telecom provider, will begin implementing the Edify platform for...
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Improving the Onboarding Process to Improve CX
- By Keith Kirkpatrick September 1, 2022
For telecommunications companies—which are always in fierce competition to attract and retain customers—the onboarding process is the inflection point in the customer relationship. If the interaction goes smoothly, it can engender positive...
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CDP Provider Amperity Opens New Australian Office
- By Alex Gaw August 31, 2022
Amperity, the Seattle-based customer data platform (CDP) provider for enterprise consumer brands, is expanding in the Asia-Pacific (APAC) market with the opening of a new office in Australia. Billy Loizou, the company’s area vice...
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Building a CX Team for Success
- By Keith Kirkpatrick August 31, 2022
Technology can be a critical tool to enable cutting-edge CX strategies. Hyper-personalization, omnichannel customer engagement, customer success programs, and self-service, AI-driven chatbots are some examples, but these tools alone cannot...
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New Research from 451 Research, Optimizely, Relay Network, Gartner, and Gladly
- By Alex Gaw August 29, 2022
451 Research: Conversation Automation Is a Must for Companies Businesses that adopt conversation automation solutions powered by artificial intelligence (AI) are more likely to stand out in the market and successfully engage with today’s savvy...
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Best-of-Breed versus Single Vendor Software
- By Keith Kirkpatrick August 29, 2022
The CX technology ecosystem is a diverse web of software and service solutions that are aimed at enabling a smooth customer journey from start to finish, providing a personalized and engaging experience throughout the journey. These solutions aim...
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Pisano Partners with Turkey’s Sodexo Avantaj to Fortify CX Initiatives
- By Alex Gaw August 29, 2022
Pisano, the London-based all-in-one Experience Management platform provider, has been selected by Sodexo Avantaj in Turkey to bolster CX management with an eye to demonstrating and quantifying measurable results. Sodexo Avantaj is the Turkish...
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M&A/New Funding Activity for Thoma Bravo, Gorgias, Flip, Netigate, and Medallia
- By Alex Gaw August 26, 2022
Ping Identity to Be Acquired by Thoma Bravo for $2.8 Billion Ping Identity, the Denver, Colorado-based provider of intelligent identity solutions for the enterprise, has entered into a definitive agreement to be acquired by prominent private...
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Customer Wins for Amdocs, Medallia, mParticle, Qualtrics, and Cogito
- By Alex Gaw August 26, 2022
Amdocs Helps Vodafone Germany Accelerate Digital Transformation Amdocs, a major provider of software and services to communications and media companies, is in deep collaborative efforts with Vodafone Germany to speed up digital transformation of...
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Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
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Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
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