CX Rebounds in Importance for Consumers in Malaysia
By Alex Gaw January 5, 2022
An Asian-based CX publication reports that CX is enjoying new-found relevance in economically vibrant Malaysia, carrying important implications for business and investment in that Southeast Asian country. The finding is contained in a survey...
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Contactless Technology Adoption Shows No Sign of Slowing in Travel & Hospitality
By Sherril Hanson January 4, 2022
As the travel & hospitality market limps into the new year, battered by the end-of-year surge in labor shortages due to the Omicron variant of COVID-19, it is clear that contactless technologies will continue to be widely adopted as the...
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Leaning in on the Digital Patient Experience
By Andrew Broderick January 4, 2022
It has been evident for some time that the future of healthcare will be digital and data-driven. With the onset of the pandemic, the traditional model of bringing patients in for every medical reason came to an abrupt end. The long-anticipated...
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Clarivate Acquires Patient Connect to Address Increasing Need for Global Personalized Data
- By Alex Gaw January 3, 2022
Clarivate, the London-based information services and analytics company, has acquired Patient Connect, a fellow UK-based firm and international provider of patient engagement solutions, in a union that will help life science companies understand...
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Concentrix Closes $1.6 Billion Acquisition of PK
- By Alex Gaw December 30, 2021
Concentrix Corp., the CX services and technologies firm, has closed its billion-dollar acquisition of global CX digital design and engineering firm PK, and the integration process of the two CX providers is now underway, Concentrix announced in a...
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Using Social Media to Improve CX
By Keith Kirkpatrick December 29, 2021
Social media use has become pervasive, with usage cutting across a wide range of demographic segments, geographic regions, and ethnic groups. According to the Digital 2021 October Global Statshot Report published in partnership with We Are Social...
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Mastercard to Acquire CX Personalization Firm Dynamic Yield
- By Alex Gaw December 29, 2021
Global payment network processor Mastercard will acquire personalization platform provider Dynamic Yield from McDonald's to enable the global payment network processor to provide its clients with ways to serve better CX. “Mastercard plays a...
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The Pitfalls of Over-Personalization with CX
- By Keith Kirkpatrick December 28, 2021
From a CX perspective, organizations can address personalization & optimization through a variety of approaches. These can range from using very little personalized data, such as simply capturing anonymized browsing data of all users to...
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NICE Features New AI-Powered Robotic Process Automation
- By Alex Gaw December 28, 2021
NICE, the provider of cloud-native CX solutions, is introducing new Robotic Process Automation (RPA) capabilities for its software that the company says helps organizations with digitizing and automating processes to boost the return on investment...
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The Power of Zero-Party Data
- By Keith Kirkpatrick December 27, 2021
Customers are increasingly seeking out personalized experiences, but have become wary of third-party trackers, and other surreptitious means of capturing information about their behaviors and actions without their consent. However, the use of...
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Capital One Is Nation’s No. 1 Bank in Customer Satisfaction, Says JD Power
- By Alex Gaw December 27, 2021
For the second year in a row, Capital One is the top-ranked retail bank in the US for overall customer satisfaction, outscoring eight other national banks for the distinction. The nine national banks in the study, ranked from highest to lowest,...
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ChurnZero to Set Up a New Office in Amsterdam
- By Alex Gaw December 23, 2021
ChurnZero, the provider of a cloud-based customer success management platform, is establishing and investing in a new office in Amsterdam that the company hopes will help fast-track its growth worldwide. The new office will support existing...
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