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Post-Purchase Strategies to Improve Retail CX

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...

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OMB Launches Biden Agenda Calling for Improved CX Within the Federal Government

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...

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Customer Success Teams Help Build Meaningful Customer Engagement

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,...

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Netomi, Mixpanel, and Judo Raise Fresh Capital in New Funding Rounds

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...

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Twilio Research: Significant Gap Revealed in CX Qualities Most Desired by Consumers

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...

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Accenture to Buy CX Specialist Firm Tambourine

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...

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Uberall Study: Consumers Favor Local Business Over Online-Only

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...

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Content Guru Teams Up with Bechtle in New Partnership

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...

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Salesforce Report: Rising Shopper Expectations Put Pressure on Brands and Retailers to Redefine Customer Engagement Strategies

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...

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Customer Relationship Management in Travel & Hospitality

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,...

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Bad CX Accounts for $4.7 Trillion in Global Consumer At-Risk Sales

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...

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Exotel Acquires Chatbot Developer Cogno AI

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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Latest Research

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

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CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

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CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

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Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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