Medallia Launches Experience Orchestration Platform
By Sherril Hanson February 28, 2023
Medallia has brought together its experience intelligence capabilities and the real-time interaction and journey orchestration gained from its January 2022 Thunderhead acquisition to launch Medallia Experience Orchestration (MXO). This platform...
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Airlines Work on Digital Transformation and the Wow Factor
- By Sherril Hanson November 17, 2022
Some recent airline and airport announcements have focused on technologies that definitely provide some futuristic “Wow” moments. However, these technologies will have the most success in improving customer experience if airlines keep in mind...
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Leveraging Cutting-Edge Digital Communications Channels for CX
By Keith Kirkpatrick March 3, 2022
Most organizations have extensive experience using voice as a primary engagement channel through which customers can interact with the organization. Other channels, such as short message service (SMS)/text, web chat, social media, and mobile...
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Essential Contact Center Agent Skills
- By Keith Kirkpatrick February 22, 2022
Contact center technology plays an important role in helping to ensure a positive CX, particularly in an omnichannel world. Customers expect to be able to contact and engage with companies through any channel—in person or via voice, email, chat,...
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Improving Insurance CX via Engagement and Technology
- By Keith Kirkpatrick January 18, 2022
The insurance industry has undergone a considerable evolution over the past decade, as CX and customer service become key differentiators. Providing better CX is a combination of incorporating new technology with a more customer-centric mindset...
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Improving Direct-to-Consumer CX
- By Keith Kirkpatrick January 6, 2022
Selling products or services on a direct-to-consumer (DTC) basis is tailor-made for the digital age. Inherently driven by e-commerce, DTC companies are at a huge advantage over traditional brick-and-mortar retailers, many of which have had to...
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Employee Experience
Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies
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Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
Read MoreCX Market Forecasts
Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
Read MoreCustomer Insights & Feedback
Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
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