Post-Purchase Strategies to Improve Retail CX
- By Keith Kirkpatrick December 1, 2021
For most retailers, the holiday season is marked by an uptick in the number of items ordered and shipped online. And while many organizations have done an admirable job of focusing on the CX during the marketing and sales phases of a shopper’s...
Read MoreOMB Launches Biden Agenda Calling for Improved CX Within the Federal Government
- By Alex Gaw December 1, 2021
The administration of President Joe Biden has identified the need to improve CX within the government as one of three priority areas in an ambitious agenda intended to ensure equity and help the country become stronger. The roadmap, consisting...
Read MoreCustomer Success Teams Help Build Meaningful Customer Engagement
- By Keith Kirkpatrick November 30, 2021
Customer success is defined as “a long-term, scientifically engineered, and professionally directed strategy for maximizing customer and company sustainable proven value,” by the The Customer Success Association. But for most organizations,...
Read MoreNetomi, Mixpanel, and Judo Raise Fresh Capital in New Funding Rounds
- By Alex Gaw November 30, 2021
Netomi Netomi, the provider of customer-service chatbots, has raised $30 million in a Series B funding round to be allocated for increased research and development on artificial intelligence (AI), the company’s principal area of...
Read MoreTwilio Research: Significant Gap Revealed in CX Qualities Most Desired by Consumers
- By Alex Gaw November 30, 2021
New research on consumer interaction with brands reveals a large and substantive gap between the CX qualities desired by consumers and what they, in fact, receive from companies. The research on industry perception and engagement statistics is...
Read MoreAccenture to Buy CX Specialist Firm Tambourine
- By Alex Gaw November 29, 2021
Global professional services giant Accenture has inked a deal to acquire Tokyo-based Tambourine, an e-commerce CX specialist agency with capabilities in cloud-based technologies. Tambourine will become part of Accenture Interactive, Accenture’s...
Read MoreUberall Study: Consumers Favor Local Business Over Online-Only
- By Alex Gaw November 29, 2021
A new study shows that while most buying journeys for consumers today start online, they prefer to do business with brands and retailers that have a local presence and real-world locations over online-only shops. The study, titled The Local CX...
Read MoreContent Guru Teams Up with Bechtle in New Partnership
- By Alex Gaw November 23, 2021
Content Guru, a leading provider of cloud communications and contact center solutions based in the UK that counts that country’s National Health Service (NHS) as a client, has formed a new partnership with Bechtle AG, Germany’s largest IT...
Read MoreSalesforce Report: Rising Shopper Expectations Put Pressure on Brands and Retailers to Redefine Customer Engagement Strategies
- By Alex Gaw November 22, 2021
A new report from leading customer relationship manager (CRM) platform provider Salesforce sheds light on how COVID-19 permanently upended shopping for consumers and brands alike, raising shopper expectations in significant ways, while dramatically...
Read MoreCustomer Relationship Management in Travel & Hospitality
- By Sherril Hanson November 19, 2021
Customer relationship management (CRM) is one of the key functional areas in the CX landscape. The use of CRM systems offers benefits in any industry, enabling the tracking of customer interactions and information, eliminating manual activities,...
Read MoreBad CX Accounts for $4.7 Trillion in Global Consumer At-Risk Sales
- By Alex Gaw November 18, 2021
In two separate Qualtrics studies, the importance to consumers of good CX took center stage as fallout from the reverse—shoddy or poor CX—translated into a risk of staggering trillion-dollar losses for businesses worldwide and to consumers...
Read MoreExotel Acquires Chatbot Developer Cogno AI
- By Alex Gaw November 18, 2021
Exotel, a provider of cloud-based telephony services in India, has acquired fellow Indian communications platform and artificial intelligence (AI) chatbot developer Cogno AI, in a cash-and-stock deal aimed at expanding the growing company’s...
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