Communities and Surveys Lead to New Products and Process Improvements
By Sherril Hanson August 26, 2022
Customer feedback and the generation of insights are critical pieces in the customer experience technology ecosystem. Customers want the opportunity to be heard and acknowledged, but on their own terms and via their own channel choices. They also...
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Travel & Hospitality Still Struggling with Labor Gap
- By Sherril Hanson August 24, 2022
The World Travel & Tourism Council (WTTC) released data in July indicating that in the United States alone, there is a 7% shortfall in job vacancies. According to WTTC's data, an estimated 321,000 Travel & Tourism positions went unfilled in...
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Inability to Move Beyond Data Collection Hinders Customer Experience
- By Sherril Hanson August 23, 2022
The technologies behind surveying and data collection are becoming commoditized. The variety of survey platforms, ranging from sophisticated enterprise solutions to simple do-it-yourself (DIY) offerings, is astounding, and most are easy to use and...
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Demystifying the CX Technology Stack
By Keith Kirkpatrick August 22, 2022
The planning and implementation of a coherent and unified strategy for improving the CX of an organization usually requires a full understanding of the types of customers served, their needs and desires, how they purchase products and services, and...
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New Research from Five9, West Monroe, Equisoft, TechSee, and UJET
By Alex Gaw August 22, 2022
Five9: Contact Centers Are Putting Greater Importance on Employee Experience Nine out of 10 contact centers are increasing their focus on agent and employee experience (EX) because the role of the customer service representative has changed...
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Momentive, Conductrics, and Reputation Announce Enhancements and Integrations
- By Sherril Hanson August 22, 2022
A few new announcements in the Customer Insights & Feedback segment focus on integrating survey data for optimization and experimentation purposes, integrating feedback and analysis capabilities with a data flow from Zendesk, and enhancing...
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New CMO Council-GfK Report: Marketers Lack Confidence in Their Own Data
- By Alex Gaw August 19, 2022
A new report on marketing from the world’s foremost practitioners of the trade makes the startling disclosure that marketers throughout the world lack confidence in their own data systems to win and retain customers. On a global basis, this...
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Forsta Acquires HelloIgnite, Adding Crowdsourcing to its Experience Offerings
- By Sherril Hanson August 18, 2022
Forsta, a global provider of market research, CX, and employee experience (EX) technology, will broaden its solution set via the recently announced acquisition of HelloIgnite. HelloIgnite offers a collaboration platform that helps companies...
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Customer Wins for Medallia, ASAPP, NICE, SIS, and RingCentral
- By Alex Gaw August 17, 2022
Medallia is Platform of Choice for Jewelry Brand Uncommon James Global CX and employee experience (EX) solutions provider Medallia has been chosen as the experience management platform for Uncommon James, the jewelry and home goods brand...
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Supporting Live Agents with Robust Technology Is Still Key to Enabling Excellent CX
- By Keith Kirkpatrick August 17, 2022
Customer experience (CX) is defined as the totality of a customer’s experience with a product, brand, or service, encompassing all interactions pre, during, and post transaction. Communications service providers (CSPs) are faced with myriad...
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Digital Experience, AI, and Automation Are Critical to the Overall Employee Experience
- By Sherril Hanson August 16, 2022
Partially due to remote working trends and partially due to heightened employee expectations, there is a need for companies to review their employees’ day-to-day digital experiences and the technologies that may be causing them friction, which...
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mParticle Buys Vidora; New Funding for Aisera and CleverTap
- By Alex Gaw August 16, 2022
mParticle Acquires AI Startup Vidora mParticle, the New York City-based provider of a customer data platform (CDP) for product and customer lifecycles, has acquired Vidora, an artificial intelligence (AI) personalization platform provider for...
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Employee Experience
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Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
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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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