Medallia, Qualtrics, and Vurvey Announce Insights and Feedback Solutions
By Sherril Hanson March 22, 2022
March has been a busy month for CX with multiple customer wins, merger and acquisition activity, and funding announcements. Additionally, the past few weeks have seen several interesting solution announcements from CX technology providers in the...
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New Research from Frost & Sullivan, Qualtrics, Mendix, Nudge, and Yotpo
By Alex Gaw March 21, 2022
In this roundup, four of the five new research reports address organizational or worker-related issues that present seemingly divergent findings. While Frost & Sullivan projects exponential growth for CX innovation, Mendix underscores the CX...
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Human-Centered Design and Personnel Are Key to CX Improvements
- By Alex Gaw March 21, 2022
In a forum on the future of government work, federal agency officials as well as executives from the private sector were unanimous in agreement that human-centered user design and human personnel were the key elements when using technology to...
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Customer Operations: Building Blocks to Transforming Patient Experience
By Andrew Broderick March 18, 2022
The role of customer operations, which refers to the service and back-office business activities that organizations rely on to fulfil customer experiences (CX), are key building blocks in healthcare organizations’ capacity to efficiently...
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Methods for Improving Agent Training
By Keith Kirkpatrick March 18, 2022
A primary factor influencing whether customers have positive or negative experiences is still based on interactions between human agents and customers. Even with the use of artificial intelligence (AI)-driven predictions, deflection tools, and...
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Ayla Networks Uses AI to Predict and Prevent Customer Problems
By Sue Marek March 17, 2022
Ayla Networks is using artificial intelligence (AI) and machine learning (ML) to process large amounts of customer data in real-time and help its clients predict and prevent problems with their devices and their networks. The company has two...
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Customer Wins for Sprinklr, goHappy, Algolia, Veeva, and ActiveCampaign
- By Alex Gaw March 17, 2022
In this latest roundup of customer wins and case studies, five providers find success in their CX implementations. Unified customer experience management (CXM) provider Sprinklr is tapped by Formula 1 racing team BWT Alpine. For goHappy, new...
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Social Media as a Channel for Customer Insights and Feedback
- By Sherril Hanson March 16, 2022
Social media is yet another channel consumers are heavily using for education, research, shopping and brand interaction, and it needs to be part of every company’s CX strategy. Social media touches every part of the CX market ecosystem, including...
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IRS Creates Taxpayer Experience Office to Improve Taxpayer CX
- By Alex Gaw March 16, 2022
Seeking to improve its service to taxpayers and the overall experience for customers, the Internal Revenue Service (IRS) has established the new Taxpayer Experience Office, identifying from the outset the scope of efforts and the key areas of...
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Technology Providers Launch CommX, the Commerce Experience Collective
- By Alex Gaw March 15, 2022
Five technology providers have banded together to launch the Commerce Experience Collective or CommX, an online community for retailers to grow e-commerce for businesses worldwide, supported with research and data to help the collective in its...
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Leveraging Blockchain to Improve Customer Confidence in Sharing Personal Data
- By Keith Kirkpatrick March 15, 2022
A blockchain is a decentralized, distributed database that stores information electronically, and is designed to permit the collection of information or records in groups, known as blocks. The goal with using a blockchain is to allow digital...
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M&A and Funding: Havas, System1, Sendinblue, Omnicom, Upflowy, and Tattle
- By Alex Gaw March 14, 2022
In this roundup, two French firms and an Australian startup are among the latest newsmakers in M&A and new funding activity. The French giant Havas Group—among the world’s largest advertising and communications organizations, employing...
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