Microsoft Viva Goals Module Highlights a Roundup of New EX Products
By Sherril Hanson May 19, 2022
New product launches in the employee experience (EX) segment focus on some of the friction points in an employee’s journey – performance management and goal setting, communication, training, and career growth. Microsoft deepens the Viva...
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M&A News: Concentrix, Disqo, AskNicely, All for One Group, and OpenWeb
By Alex Gaw May 18, 2022
In this latest M&A roundup, among the acquisitions that published financial details of their transactions were two that fetched hundred-million-dollar prices. The buyout by Concentrix of ServiceSource was the larger deal, passing the $130...
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Creating a Boutique Experience to Improve CX
By Keith Kirkpatrick May 17, 2022
Luxury goods and services traditionally have been differentiated from their mass-market cousins via enhanced marketing, purchasing, and service experiences that are designed to align with the brand’s prestige and positioning. Many of these...
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We Are Working – Really!
- By Keith Kirkpatrick May 17, 2022
New York City Mayor Eric Adams late last month roundly criticized members of the New York City Police Department who were spotted by civilians standing around and looking at their phones. The former NYC transit officer asked commuters to take...
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Twilio: Nonprofits Outperform Private Sector in Digital Engagement
- By Alex Gaw May 16, 2022
New and recent research on nonprofit organizations from Twilio, the San Francisco-based provider of a customer engagement and cloud communications platform, shows that nonprofits outpace the private sector in digital engagement, but achieving or...
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Reducing Customer Effort to Improve CX and Loyalty
- By Keith Kirkpatrick May 13, 2022
One of the most frustrating things about being a parent is having to ask a child to complete a task, only to find it hasn’t been done, and then having to request its completion repeatedly. In addition to the task not being completed in a timely...
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New CX Research from LiveVox/Omdia, Khoros, Alida, Reltio, and Telus
- By Alex Gaw May 13, 2022
This roundup highlights key findings from a batch of recently released reports on CX and CX-related subjects. Find out what LiveVox and Omdia consider barriers to great CX, bookended by the results from Telus International on how consumers really...
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Partnerships Announced by Qualtrics, InMoment, Inquba, and Alida
- By Sherril Hanson May 12, 2022
The customer insights and feedback segment saw interesting technology integrations over the past few weeks as well as some partnerships that will further broaden exposure of some well-known solutions in the industry. InMoment Partners with...
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Starbucks and PwC Announce Huge Investments in EX
- By Sherril Hanson May 12, 2022
Study after study is being churned out outlining the pain points employees are experiencing in their work lives. The need for recognition, flexibility, wellbeing, feedback opportunities, and training have all been outlined in recent data. Having...
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New Customer Wins for Five9, ActionIQ, Vonage, Qualtrics, and Medallia
- By Alex Gaw May 10, 2022
The biggest win in this new roundup of customer success stories is the deal that Five9 secured with a yet unidentified global health conglomerate, reportedly worth some $40 million yearly. But the four other successful partnerships highlighted in...
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Salesforce Launches CRM Analytics With New Features
- By Alex Gaw May 10, 2022
A customer relationship management (CRM) solution from Salesforce has been retooled and relaunched with new features that incorporate artificial intelligence (AI)-driven insights directly into workflows, advances that Salesforce says can help...
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Providing Better CX for Seniors
- By Keith Kirkpatrick May 9, 2022
Much of the discussion on CX has been focused on so-called “digital natives,” or younger consumers that have grown up with the internet, mobile devices, and social media as primary components of the way they interact with others, for both...
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