M&A Update: Funding for AI-Related Tech and New Acquisitions
By Alex Gaw February 25, 2022
In this brief roundup, the big news consists of a case of fresh funding worth nearly half a billion dollars, juxtaposed alongside two flashy acquisitions—success, at last, in the first case for a celebrity buyer following a yearlong wait; and in...
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Getting Beyond a Single NPS Score: A Look at QuestionPro’s NPS+
By Sherril Hanson February 25, 2022
CX practitioners collect a variety of metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES) and Secure Customer Index (SCI). NPS is the metric most frequently touted, for better or worse, as the gold...
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ISC-CX Partners with Properties Manager Neinver
- By Alex Gaw February 24, 2022
ISC-CX, the Basel, Switzerland-based provider of in-store and omnichannel CX analysis programs for retailers worldwide, says it has been selected as the digital company of choice to provide data-driven CX solutions to Neinver S.A.U., the Spanish...
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Recognizing Workforce Experiences to Operationalize Patient Experience
By Andrew Broderick February 24, 2022
A key determinant of patient experience (PX) outcomes in healthcare lies with the organizational capacity to implement PX solutions and integrate them effectively within the workflow across the patient journey. Achieving this goal is challenged by...
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New CX Research Reports Focus on Consumers, Brands, and Employers
- By Alex Gaw February 23, 2022
This new research roundup includes the latest batch of studies from Merkle on consumers and how they feel about data privacy, Resonate on three new consumer groups in 2022, Redpoint Global on what brand loyalty really means to consumers, Qualtrics...
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Soul Machines Raises $70 Million for Pioneering Work in Digital People
- By Alex Gaw February 22, 2022
To hear it described by the folks at Soul Machines, the San Francisco-based technology company engaged in highly advanced artificial intelligence (AI) work, the metaverse and the digital world will soon be teeming with so-called “digital...
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Essential Contact Center Agent Skills
By Keith Kirkpatrick February 22, 2022
Contact center technology plays an important role in helping to ensure a positive CX, particularly in an omnichannel world. Customers expect to be able to contact and engage with companies through any channel—in person or via voice, email, chat,...
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The Role of Contact Centers in Improving Patient Experiences in 2022
- By Andrew Broderick February 21, 2022
A recent webinar with Steve Leaden, president and founder of Leaden Associates, which designs enterprise communication strategies for US healthcare organizations, and Patty Hayward, head of provider and payer strategy at Talkdesk, provided insight...
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Companies Seek Out CX Expertise for All Things Customer
- By Alex Gaw February 21, 2022
As the stories in this roundup piece suggest, the search for good CX is perpetual because the quest for excellence never ends. But while providing good CX takes many forms, the centerpiece of those efforts remains invariably unchanged. The...
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New Center for XM Innovation to Be Built in Singapore
- By Alex Gaw February 17, 2022
German software giant SAP and US experience management (XM) platform provider Qualtrics are committing $14.1 million to a program that will create a center of excellence (COE) in Singapore focused on advancing local and regional XM...
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Investment Trends in Digital Health and Patient Experiences
- By Andrew Broderick February 16, 2022
Record levels of investment in healthcare technology reflect the market dynamics at play in areas of digital transformation, especially in mobile software and services areas, such as digital health. In 2021, CB Insights reported that global digital...
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NAB Case Study: Supporting Interactions Through Digital Messaging
- By Keith Kirkpatrick February 16, 2022
A key strategy being deployed by organizations seeking to improve their customers’ experiences includes leveraging both artificial intelligence (AI) and digital messaging, with the goal of supporting interactions with customers through the...
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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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