Managing Corporate and CX Disinformation
By Keith Kirkpatrick March 14, 2022
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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Establishing Brand Loyalty in Healthcare as a Futureproofing Strategy
By Andrew Broderick March 14, 2022
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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Insider, Cross-Channel CX Platform Provider, Earns Unicorn Status
By Alex Gaw March 11, 2022
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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New Research Studies: Avaya, Hiya, Gartner, Salesforce, and PwC-FICCI
- By Alex Gaw March 10, 2022
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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Unblinding Healthcare Strategy to Transform Patient Experience
- By Andrew Broderick March 10, 2022
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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New EX Products: Momentive, QuestionPro, Experience.com, Motivosity, and DaysToHappy
By Sherril Hanson March 9, 2022
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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New Customer Wins for Amelia, eGain, ISC-CX, ASAPP, and Medallia
- By Alex Gaw March 9, 2022
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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Using Co-Browsing to Improve Customer Experiences
- By Keith Kirkpatrick March 8, 2022
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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Concentrix to Double the Workforce at Concentrix Catalyst Division
- By Alex Gaw March 8, 2022
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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M&A Update on Zendesk, CallTower, Verisk, and Salesforce; Funding for Bloomreach
- By Alex Gaw March 7, 2022
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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New Research from SugarCRM, Eagle Hill, Adobe, Blueshift, and Qualtrics
- By Alex Gaw March 7, 2022
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 Management Reimagined
- By Andrew Broderick March 4, 2022
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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Employee Experience
Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies
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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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