Alchemer, Content Guru, Medallia, Others Launch New Products, Enhancements
By Sherril Hanson April 26, 2022
The past few years have seen an explosion in customer data type and channel options, and providers in the customer insights and feedback segment have responded by offering a wide range of comprehensive solutions to support not just engaging and...
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ONR Report: Blockchain and Other New Tech Can Alter Consumer Experience
By Alex Gaw April 25, 2022
New technologies like blockchain and cryptocurrency have the potential to radically reshape the consumer experience, empowering consumers to take control of their personal data while presenting brands with a rare opportunity to shape, alter, or...
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Market Forecast Spotlight: Greater Spending on Employee Experience Software
By Keith Kirkpatrick April 25, 2022
Dash Research has released an updated and revised global market forecast covering CX software and services, which reflects the continued strategy of using CX as a key market differentiator among companies of all types. According to Dash Research,...
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Customer Wins for Salesforce, Qualtrics, mParticle, Tata CS, and Reputation
- By Alex Gaw April 22, 2022
In this roundup, the customer wins are palpable and international in character. For US experience management provider Qualtrics, its new customer is no less than the Malaysian postal service. With the UK’s Channel 4, help came across the Atlantic...
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Twilio: Investing in Digital Customer Engagement Boosted Revenue by 70%
- By Alex Gaw April 21, 2022
Companies that invested in digital customer engagement and personalization technologies during the last two years experienced positive impacts on customer retention levels, and also saw a significant boost to their revenue figures, reveals a new...
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Using Visual Engagement Techniques to Improve Customer Support
- By Keith Kirkpatrick April 20, 2022
Visual engagement, which can include using pictures, graphics, diagrams, and videos to convey information or enable collaboration with customers, is a key technique that has become particularly important over the past few years. As penetration of...
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New in M&A: Mastercard and TTEC Complete Their Acquisitions; NICE and Deutsche Telekom Subsidiary Team Up
- By Alex Gaw April 20, 2022
Among the recent clutch of M&A deals are the three transactions highlighted below, including the acquisitions process finally concluding for two companies: in the first case for Mastercard, which had set out to acquire personalization provider...
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Healthcare Providers Compelled to Adapt or Wither in a Fast-Changing World
By Andrew Broderick April 19, 2022
Consumers have greater virtual access to care than ever before, but remain overwhelmed by the proliferation of choice and unconvinced that their healthcare experiences as consumers have improved. The market entry of non-traditional healthcare...
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Oracle Introduces End-to-End Employee Experience Platform
- By Sherril Hanson April 15, 2022
The employee experience (EX) market ecosystem contains a wide variety of technology vendors, some of which focus on large, comprehensive, enterprise-wide solutions, while others have niche offerings in areas such as communications, surveying or...
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Consolidation is Causing a Rebranding Bonanza in Broadband
By Sue Marek April 15, 2022
Astound Broadband, Fidium, AltaFiber, Breezeline, Brightspeed—these are just a few of the new brands for broadband services that have been introduced over the past year. While many of these new brands are a result of a merger or divestiture,...
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Incorporating Technology to Improve Contact Center Agent Performance
- By Keith Kirkpatrick April 14, 2022
Organizations have been inundated with inbound inquiries for a variety of reasons, including billing and administrative issues, customer and technical support reasons, and sales and general feedback questions. Naturally, as the number of inbound...
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Using Session Replay to Improve CX Interactions
- By Keith Kirkpatrick April 13, 2022
One of the key challenges involved with analyzing customer journeys revolves around identifying the triggers and inflection points that have a real impact on CX. Oftentimes, the devil is in the small details, which may not be apparent to live...
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Employee Experience
Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies
Read MoreCX in the Healthcare Industry
Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
Read MoreCX Market Forecasts
Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
Read MoreCustomer Insights & Feedback
Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
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