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Author: Alex Gaw

Customer experience surveys and research studies
Alex Gaw

New Research from Merkle, Talkdesk, SAS, IRIS, and Verint

Topics Include Gaps in Brands’ Self-Assessment, Patient Engagement in Healthcare, CX Investment in MEA, Background Noise in Contact Centers, and Why Good Retail CX Matters
Cloud artificial intelligence
Alex Gaw

Genesys Launches Cloud AI Experience for Customer and Employee Journeys

AI-Driven Solution Simplifies How Firms Orchestrate and Optimize Journeys
CX customer wins and case studies
Alex Gaw

Customer Wins for Twilio, Freshworks, Medallia, SugarCRM, and Totango

Partnerships Prove Successful for BSH, BitOasis, HelloFresh, ResPax, Trimble, and Calix
CX customer wins and case studies
Alex Gaw

Customer Wins for 1E, Unisys, Nextiva, Contentsquare, MoEngage, and Reltio

Winning Partners Include Florida Panthers, ASICS EMEA, MySyara, and Radisson
Lewis appointed CEO at InMoment
Alex Gaw

InMoment Appoints John Lewis as New CEO

The Former Global President of Nielsen Holdings, Lewis Brings Substantial CX Expertise
CX mergers acquisitions and funding
Alex Gaw

Sitel Ends Merger Talks with Majorel, Plus Other M&A and Funding News

Sutherland Acquires Augment CXM, New Funding for OvationCXM and Kizen
CX customer wins and case studies
Alex Gaw

Customer Wins for Agillic and Tealium, eGain, MoEngage, Talkdesk, and 8×8

Partnerships Benefit Norsk Rikstoto, Allegiance, Tanishq, SD Worx, and AdvancedMD
CX surveys and research studies
Alex Gaw

New Research from Hero Digital, Zendesk, ActiveCampaign, Calabria, and Protocol

New Research from Hero Digital, Zendesk, ActiveCampaign, Calabria, and Protocol
Gaps in CX program implementations
Alex Gaw

CallMiner Report: Firms Are Unable to Spur Stronger CX for Various Reasons

Incomplete Data and Major CX Gaps Are Cited as Factors
CX customer wins and case studies
Alex Gaw

New Customer Wins for LivePerson, Vonage, Qualtrics, SugarCRM, and Tata CS

Collaboration Efforts Are a Boon to Capitec Bank, Barry Callebaut, MIA, W&H, and Nokia
People Paradox study
Alex Gaw

The CX World Grapples with a ‘People Paradox’ Issue

Organizations Place Greater Value on Hiring New Workers Than Retaining Those Already Hired
CX research studies and surveys
Alex Gaw

New CX Research from FMI, Braze, Heap, Yotpo, and SMG

Research Topics Cover Food Inflation, Messaging from Financial Brands, Data Maturity, SMS Communications, and Insights on the Customer Journey
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