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corporate fake news

Managing Corporate and CX Disinformation

So-called “fake news” or disinformation is hardly limited to political topics and discourse, and its roots are far older than the social media platforms which, in recent years, have served as an amplifier.Disinformation also can impact...

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healthcare brand loyalty

Establishing Brand Loyalty in Healthcare as a Futureproofing Strategy

The COVID-19 pandemic influenced consumers’ trust and engagement with healthcare, and challenged providers in innumerable, unforeseeable ways that today are helping establish digital platforms as the foundation for the industry’s customer...

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cross channel cx funding

Insider, Cross-Channel CX Platform Provider, Earns Unicorn Status

Insider, the provider of a cross-channel CX platform based in Singapore, announced on March 7 that it had achieved unicorn status after obtaining $121 million in Series D funding. The company now carries a valuation of $1.2 billion. The funding...

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Organizational success research

New Research Studies: Avaya, Hiya, Gartner, Salesforce, and PwC-FICCI

In this roundup, much of the new research has to do with organizational success. From Avaya comes a new study on the relationship between business success and the so-called “Total Experience” approach. In Hiya’s new report, the popularity of...

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healthcare strategy

Unblinding Healthcare Strategy to Transform Patient Experience

In driving down costs and capturing recurring revenues, consumer loyalty is becoming a driver of profitability for health systems. But care access remains a barrier for many Americans. And challenges with patient care access matter for patient...

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Employee Experience products

New EX Products: Momentive, QuestionPro, Experience.com, Motivosity, and DaysToHappy

Products and solutions that support the growing employee experience segment have been introduced at a fast clip during the start of 2022, with a focus on offerings that help companies plan and launch EX programs and strategies, gather data, reward...

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Customer wins and case studies

New Customer Wins for Amelia, eGain, ISC-CX, ASAPP, and Medallia

The latest CX collaborations represent major wins for players in five distinct spheres. In hospitality, Amelia is the new digital concierge at Resorts World Las Vegas. In government services, eGain will provide CX engagement services to the...

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collaborative web browsing

Using Co-Browsing to Improve Customer Experiences

The old adage “show, don’t tell” is  apropos in today’s visually dominant and increasingly complex world, particularly for organizations that interact with customers through the web or mobile devices during sales or support activities....

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hiring employees

Concentrix to Double the Workforce at Concentrix Catalyst Division

Concentrix, the California-based provider of CX services and technology, plans to double its workforce to 5,000 at Concentrix Catalyst, the company’s design and engineering division located in India.   The plan is to hire 2,500 employees...

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CX mergers and funding

M&A Update on Zendesk, CallTower, Verisk, and Salesforce; Funding for Bloomreach

In mergers-and-acquisitions news, Zendesk terminates a controversial bid to acquire Momentive, while CallTower, Verisk, and Salesforce announce new properties. On the funding front, Bloomreach gets another round of fresh capital. Details follow...

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CX research reports

New Research from SugarCRM, Eagle Hill, Adobe, Blueshift, and Qualtrics

In this roundup, a batch of new research reports examines a diverse set of issues. For SugarCRM, an unusual customer turnover rate at US businesses could be a harbinger of trouble. Meanwhile, the worsening day-to-day work experience of US...

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Patient experience journey

Patient Experience Management Reimagined

Healthcare experience management is being reimagined. It starts with organizations understanding the patient journey and setting patient expectations to realize opportunities that build individualized, positive relationships. Doing so effectively...

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Latest Research

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

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CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

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CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

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Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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