CX Customer Wins for 8×8, MoEngage, eGain, WebEngage, and Salesforce
By Alex Gaw May 22, 2023
8x8 Helps Welsh Water Turn on the Tap 8x8, the enterprise communications firm from Campbell, California, says its CPaaS Video Interaction API is being deployed by water services company Welsh Water to improve the public utility’s efficiency...
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Grammarly Incorporates Generative AI to Improve Workflow and Productivity
By Keith Kirkpatrick May 22, 2023
The News: Grammarly, a company best known for utilizing AI and human expertise to help people develop, compose, revise, and understand communications, announced several new enhancements and features designed to improve workflow and productivity...
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Real-Time Engagement Builds a Better Patient Experience
By Sherril Hanson May 22, 2023
The use of feedback technology in the healthcare sector is nothing new. Providers have been required to do follow-up surveys for years. However, the broadening view of patient experience (PX), as well as the deepening focus on healthcare employee...
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Zendesk Announces New AI Intelligence Layer to Power Seamless Interactions
- By Keith Kirkpatrick May 19, 2023
The News: Zendesk AI, an intelligence layer that combines the company’s data and insights with new AI technologies, including the company’s proprietary models, generative, and large language models (LLMs), was announced May 10 at Zendesk’s...
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Delta Airlines Rolling Out Personalized Digital Experience for Mobile Devices
- By Sherril Hanson May 19, 2023
The News: First announced at CES 2023, Delta Sync has started rolling out on domestic mainline flights equipped with free Wi-Fi by T-Mobile. Described as a platform that serves up personalized content, access, and offers, passengers use their...
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Data Flexibility Drives Customer Targeting, Insights for The Washington Post
- By Keith Kirkpatrick May 18, 2023
The News: Customer data platform (CDP) vendor ActionIQ released the results of its two-year engagement with The Washington Post, which helped drive business growth and a more holistic reader experience by increasing data flexibility and...
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Continuous EX Measurement Allows for Increased Ability to Make Positive Change
- By Sherril Hanson May 18, 2023
The News: Real-time coaching and guidance solution provider Cogito has introduced a new EX measurement that leverages a machine learning (ML) model to determine how contact center agents are feeling after each of their daily customer...
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SugarCRM Enterprise Release Features New User Experience Improvements
- By Keith Kirkpatrick May 17, 2023
The News: SugarCRM announced in early May the addition of powerful new user experience (UX) improvements via the launch of Sugar Enterprise+, its salesforce automation platform for on-premises customers. The newest version of the Sugar...
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CX Customer Wins for SugarCRM, goHappy, Qualtrics, Doxim, and MoEngage
- By Alex Gaw May 15, 2023
SugarCRM to Help Australia’s Barnardos Care for Vulnerable Children SugarCRM has been selected by Barnardos, one of Australia’s largest children’s charities, to help the organization carry out its mission of caring for children at risk of...
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Salesforce Introduces Generative AI-Enabled Version of Tableau
- By Keith Kirkpatrick May 15, 2023
The News: Salesforce introduced on May 9 at its Tableau Conference the next generation of Tableau, the company’s data analytics and visualization solution, which is now powered by Einstein generative AI technology. According to the company,...
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Google Cloud’s Generative AI Comes to UKG’s HCM Suites
- By Sherril Hanson May 15, 2023
The News: Human capital management (HCM) solution provider UKG and Google Cloud have expanded their partnership, bringing Google Cloud’s generative AI technology into UKG’s HCM suites. UKG is now an early partner that will be using Google...
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Zendesk Launches Conversational Commerce Capabilities
- By Keith Kirkpatrick May 12, 2023
Zendesk Inc. announced Conversational Commerce capabilities designed to allow brands to connect with shoppers directly from within a message-based conversation. Launched May 10 at the company’s Relate customer event, the new Conversational...
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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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