Hotel Employee Engagement and Retention Continues to Be a Challenge
By Sherril Hanson February 14, 2022
New research from Achievers Workforce Institute, the research and insights arm of Achievers, points to a continued battle to retain employees and keep them engaged. The fifth annual Engagement & Retention Report finds that 44% of US employees...
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Press Ganey to Acquire Forsta, Integrating Healthcare Expertise into Powerful Platform
By Alex Gaw February 14, 2022
Press Ganey, the South Bend, Indiana-based patient experience company and provider of healthcare software solutions, announced on February 7 plans to acquire Forsta, developer of the CX and market research technology platform headquartered in...
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New Reports Address an Array of Present-Day CX Issues
- By Alex Gaw February 11, 2022
In this roundup of new industry and research reports, we turn our lens on two critical participants in every CX journey: the employee and the consumer. The first three summaries relate to current concerns affecting employees in their wellbeing and...
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Notable CX Acquisitions and Fresh Funding in the First Week of February
- By Alex Gaw February 11, 2022
A number of notable acquisitions and new funding rounds took place in the first week of February, including several transactions that were announced on February 3. Our roundup includes the newsmakers that successfully closed deals or raised fresh...
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WorkForce Software Fine-Tunes Labor Forecasting Tool
- By Alex Gaw February 9, 2022
WorkForce Software, the provider of workforce management and employee experience (EX) solutions, is making available the latest version of its labor forecasting software, with predictive and analytical capabilities that have been fine-tuned in...
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Companies Join Forces to Partner on CX Initiatives
- By Alex Gaw February 8, 2022
Stories of successful team-ups and collaboration abound as companies join forces in striving to improve their CX offerings, exemplified by the four recent cases profiled below. Azadea Group Celebrates Fruitful Collaboration with MoEngage The...
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From Consumers to Workers, New Research Reports Shed Light on a Range of CX Perceptions and Trends
- By Alex Gaw February 4, 2022
Several new studies and research reports of the past two weeks shine a light on the continuing evolution of CX and its various components in the face of an unrelenting pandemic. The latest findings are summarized below. Qualtrics: Gen Z Are the...
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US Workers 55 Years Old and Older Leave Their Jobs From Lack of Management Support
- By Alex Gaw January 26, 2022
A new report reveals that American workers over 55 years old are more likely to have an employer who does not provide resources for guidance and professional development for this age segment, which could well account for the large number of job...
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Addressing Labor Shortages Through Better Employee Experience
By Keith Kirkpatrick January 26, 2022
As the calendar nears the end of the first month of 2022, it is clear that many of the CX issues and trends raised in Dash Network’s December 2021 white paper focusing on the CX industry in 2021 are likely to continue in 2022, though factors...
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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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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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Employee Experience
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Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
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Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
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Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
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