New Research from Info-Tech, ActiveCampaign, Qualtrics, Talkdesk, and EY
Info-Tech: IT Service Desks Should Focus on Customer Feedback Global IT advisory firm Info-Tech Research Group has published a new industry research blueprint to help IT service desks provide greater customer satisfaction. Rather than relying on traditional metrics like response time, which results in dissatisfied users because the mechanisms do not capture customer perceptions and […]
New Customer Wins for Cogito, Salesforce, Oomiji, RingCentral, and Relay42
Cogito Joins Forces with Large Military-Focused Financial Institution Cogito, which uses emotion and conversational AI to deliver real-time coaching and guidance to contact centers and frontline teams, has teamed up with one of the largest military-focused financial institutions in the US as a new client, continuing the Cogito tradition of supporting veterans and active personnel. […]
New Funding for MessageGears, 15Five, Darwin CX, and Chattermill
MessageGears Receives $62 Million MessageGears, the provider of a customer engagement platform for consumer brands, recently completed a $62 million growth financing round led by Long Ridge Equity Partners, with participation from Argentum Group and Atlanta Ventures. The company has now raised $80 million since its founding in 2011. The MessageGears platform enables enterprise marketers to leverage zero- and […]
Twilio is Voluntarily Delisting from Long-Term Stock Exchange
Twilio, the San Francisco-based provider of a customer engagement platform, is voluntarily delisting its Class A common stock from the Long-Term Stock Exchange (LTSE), the company said in an announcement on December 9. Dual-listed on both the LTSE and the New York Stock Exchange (NYSE), Twilio’s shares of Class A common stock will be removed […]
Fewer Than 1 in 7 Marketers Possess Digital Infrastructure Needed to
Develop Hybrid CX
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 Council Research, the global network of marketing executives and brand decision-makers. The study, titled […]
Virtual CX Will Become a Mainstream Frontline Support Channel by 2028
Customer support provided or obtained through virtual environments will grow within the next five years as virtual interactions join traditional and digital frontline-support channels, according to new research from UK cloud communications provider Content Guru. The research, representing insights culled from a November survey of 57 CX industry professionals at the Call and Contact Centre […]
Customer Wins for Google, Konnect Insights, Algolia, MoEngage, and Qualtrics
Google Enjoys First CCaaS Win at Fiber Network Firm Segra Google has won the first commercial deployment of its contact center as a service (CCaaS) offering at Segra, the fiber network operator based in Charlotte, North Carolina, which is implementing Google Cloud Contact Center AI (CCAI) Platform to achieve a more modernized CX. The CCaaS […]
New Research from Partnership for Public Service, Emplifi, Qualtrics, ISG, and IDC
Partnership for Public Service: Government Must Invest in CX Budgets of Agencies The U.S. federal government needs to fully fund the CX budgets of official agencies if it wishes to invest in the capacity of those bodies to compile and use customer data to improve IT systems, states a new report issued by the Partnership […]
Customer Wins for SMG, Pisano, Talkdesk, IntelePeer, and Qualtrics
SMG Begins Fresh Relationship with Rubio’s Coastal Grill Experience management provider Service Management Group (SMG) is teaming up with Rubio’s Coastal Grill, the fast casual restaurant chain specializing in Baja-inspired Mexican food. The partnership aims to gather location-level guest feedback across Rubio’s to show possible areas of improvement for the restaurant chain through prescriptive feedback provided by […]
Presidential Management Agenda Continues to Make Progress
Continued progress is being made in the three priority areas making up the President’s Management Agenda (PMA) since they were first unveiled more than a year ago by the administration of President Joe Biden and Vice President Kamala Harris, according to the latest PMA quarterly update released on November 30. “Today’s updates show accomplishments […]
Xref Buys Voice Project for Hire-to-Retire Solution; New Funding for CX Startups
HR Tech Firm Xref Acquires Employee Engagement Outfit Voice Project Sydney, Australia-based HR tech platform provider Xref has acquired fellow Australian and employee engagement technology company Voice Project in a move that will enable the combined entity to contend with incumbent unicorns through a newly complete hire-to-retire solution for employers. Financial details of the transaction […]
New Research from Kubra, Genesys, Forrester, Infinity, and Mitto
Kubra: CX is Key to Choosing Insurance Provider Customer experience is the most important factor for those choosing an insurance provider, according to the new Insured Billing and Payment Report 2022 from Kubra, the Arizona-based provider of CXM solutions. Of the 1,134 US consumers surveyed for the report, 46% cited CX as the primary consideration […]
