Medallia Announces Acquisition of UK Journey Orchestration Firm Thunderhead
By Alex Gaw January 21, 2022
Medallia, the San Francisco-based CX and employee experience (EX) specialist firm, is set to acquire the UK’s Thunderhead in a strategy aimed at serving the customer journey needs of enterprise technology firms. The provider of software and...
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Customer-Facing Workers in UK Are Burned Out
- By Alex Gaw January 21, 2022
Customer-facing workers employed in the UK contact center industry are burned out or perilously close to being so, citing heavier workloads and longer hours since the COVID-19 pandemic began, without a commensurate promotion or increase in pay,...
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Microsoft Introduces New Features in Teams and Viva to Help Frontline Workers
- By Alex Gaw January 21, 2022
Microsoft is launching new capabilities in its Teams and Viva platforms, while also introducing joint offerings with industry partners in a combined initiative to support frontline workers, following new research from the company showing that many...
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Frontier Communications Strives to Turn Around Its Customer Care Issues
By Sue Marek January 20, 2022
Armed with a new management team and a new mission, Frontier Communications is trying to transform itself from a struggling landline telecom company into a fiber powerhouse with a whole new approach to customer service. The company, which...
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Consumers Favor Sustainable Brands, but Retailers Believe Otherwise
- By Alex Gaw January 20, 2022
Consumers are willing to spend more on sustainable brands than retailers give them credit for, reveals a new report that largely upends traditional expectations held by the retail industry on the sustainability preferences of shoppers. The...
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Beyond Tech: Training Employees to Deliver Better CX
By Keith Kirkpatrick January 19, 2022
Technology tools, such as artificial intelligence (AI), automation, and integrated, omnichannel communications platforms, can be extremely useful in providing an excellent customer experience. However, any investment in technology is wasted if...
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In Product Reviews, Review Volume and Recency Both Count for Shoppers
- By Alex Gaw January 18, 2022
Product reviews are tremendously important to consumers prior to purchase, new research on the subject shows, and both review volume and review recency do matter to shoppers. Moreover, the study found that consumers were more likely to convert...
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Improving Insurance CX via Engagement and Technology
- By Keith Kirkpatrick January 18, 2022
The insurance industry has undergone a considerable evolution over the past decade, as CX and customer service become key differentiators. Providing better CX is a combination of incorporating new technology with a more customer-centric mindset...
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Tealium Report: Customer Data Platforms Now Indispensable to Business
- By Alex Gaw January 17, 2022
A new state-of-the-industry report reveals that customer data platforms (CDPs) have become an essential part of marketing portfolios, with demand for the technology growing because of changes to privacy laws and increased online activity fueled by...
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CES 2022: Technology Frontiers and the Digital Future of Patient Experience
By Andrew Broderick January 17, 2022
The digital health and wellness category was on prominent display at CES 2022. The opportunity to showcase the latest in tech offerings offered a glimpse into the patient experience (PX) frontier at the intersection of consumer technology and...
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Digital Agency LaneTerralever to Acquire Marketing Firm Convince & Convert
- By Alex Gaw January 14, 2022
LaneTerralever, the digital marketing and branding agency, is acquiring content marketing firm Convince & Convert, with both joining forces to offer a comprehensive suite of CX services under a new umbrella collective to be called Experience...
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Designing for the Ages: A Strategic Priority in the Older Adult PX
- By Andrew Broderick January 14, 2022
By 2030, 20% of the US population will be 65 or older. Nearly three-quarters of older adults state a preference to stay in their homes and age in place, so technology that allows them to manage their health remotely will be critical to helping them...
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