Fewer Than 1 in 7 Marketers Possess Digital Infrastructure Needed to
Develop Hybrid CX
By Alex Gaw December 19, 2022
Not many companies have succeeded in the digital transformation necessary to achieve successful hybrid CX, and fewer than 1 in 7 marketers say they have a digital infrastructure to deliver mature hybrid models, according to a new study from the CMO...
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CX Insights and Feedback News from Chatmeter, Momentive, Qualtrics, SANDSIV, Tattle, and Uberall
By Sherril Hanson December 16, 2022
Chatmeter Enhances Platform Chatmeter announced additional features for its marketing and online reputation management platform designed to improve customer loyalty and enable real-time CX responsiveness. Actions and enhancements...
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Maintaining and Building Customer Trust in the Face of an Economic Downturn
- By Sherril Hanson December 12, 2022
A lot is being written on how the potential economic recession will affect companies and the customers that interact with them. Layoffs in the tech sector continue, and are inundating the news cycle. Companies will need to pay close attention to...
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Forsta Launches Predictive NPS
- By Sherril Hanson December 5, 2022
At the Web Summit in early November, Forsta introduced Predictive NPS (pNPS), a capability that will help customers fill in knowledge gaps caused by the majority of customers not participating in feedback opportunities. This functionality was...
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“We Heard You”… Now What?
- By Sherril Hanson November 14, 2022
There are a multitude of very good customer feedback tools, available via many channels and mechanisms. This has helped to expand the amount and type of feedback given and provided convenience to customers who want their voices heard. Customer...
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Insights & Feedback News from Alchemer, Alida, Limeade, Rison Software, and Others
- By Sherril Hanson November 7, 2022
Alchemer Integrates with Microsoft Teams Alchemer has expanded its list of available integrations, announcing the launch of a Microsoft Teams integration. This will allow the automation of customer and employee feedback directly into Teams...
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New Research from Accenture, OPM, Talkwalker and Khoros, Contentsquare, and MoEngage
- By Alex Gaw November 3, 2022
Accenture: People Want Easy-to-Use Government Customer Services People want simple, intuitive digital government customer services that are secure and ensure that privacy is protected, according to the new report, Public Service Experience...
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SurveyMonkey Parent Momentive Lays Off 11% of Workforce
- By Sherril Hanson October 20, 2022
Momentive Global, parent company of SurveyMonkey announced a layoff of 11% of its workforce. Described in a recently filed 8K as part of a plan to “improve operating margins and create efficiencies in our go-to-market motion and in other areas...
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New Research from Conduent, Bazaarvoice, Redpoint Global, and Pegasystems
- By Alex Gaw October 20, 2022
Conduent: Human Touch is Still Needed, Even in Digital CX A new report from New Jersey-based business process solutions firm Conduent points out that even digital channels need a human element, with 65% of consumers wanting an agent to respond...
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QuestionPro Acquiring Journey Mapping Provider SuiteCX
- By Sherril Hanson October 13, 2022
QuestionPro is making a big addition to its QuestionPro CX product platform, with its soon to be formally announced acquisition of customer journey mapping provider SuiteCX. Dash Research had an exclusive interview with Ken Peterson, President,...
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Partner and Product Launches from Alchemer, QuestionPro, Qualtrics, and Others
- By Sherril Hanson October 10, 2022
Alchemer Broadens Partner Program CX and enterprise feedback technology provider Alchemer has launched an expanded partnership program for software-as-a-service (SaaS) vendors, market research firms, and traditional resellers. Partners can...
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Providing Real-Time Feedback to Improve CX
By Keith Kirkpatrick October 5, 2022
One of the biggest challenges faced by telecommunications companies is providing a good experience throughout the entire customer journey. However, friction that occurs during that journey, from the initial product research phase to the purchase...
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