New Research from Merkle, Talkdesk, SAS, IRIS, and Verint
Merkle: Gaps Found Between Self-Assessment of Brands and Customer Perceptions A new report from global CX management (CXM) company Merkle finds a big disconnect between the high marks that brands give to the CX quality they create versus the comparatively low grades awarded by consumers. For instance, while most leaders (85%) give themselves high marks […]
Genesys Launches Cloud AI Experience for Customer and Employee Journeys
Genesys is introducing an artificial intelligence (AI)-driven experience solution to simplify how organizations can orchestrate and optimize customer and employee journeys. Called Genesys Cloud AI Experience, the solution is built with enhanced personalization, automation, and prediction features in real time, enabling organizations to integrate data and customer signals as they occur for maximal engagement with […]
Customer Wins for Twilio, Freshworks, Medallia, SugarCRM, and Totango
Twilio to Revamp Digital Customer Engagement Experience at BSH Home Appliances Group Customer engagement firm Twilio will leverage its cloud-based contact center to revamp the digital infrastructure within the customer service organization of BSH Home Appliances Group, Europe’s largest home appliances manufacturer. A subsidiary of German engineering and technology company Robert Bosch GmbH, BSH had […]
Customer Wins for 1E, Unisys, Nextiva, Contentsquare, MoEngage, and Reltio
1E and Unisys Partner in Significant DEX Initiative In a significant initiative, the UK-based IT software and services company known as 1E is partnering with Unisys, the IT services and consulting company headquartered in Blue Bell, Pennsylvania, to offer digital employee experience (DEX) solutions to the world’s largest enterprises. Unisys has chosen 1E as its […]
InMoment Appoints John Lewis as New CEO
John Lewis is the new chairman and CEO of InMoment, the provider of feedback management and improvement solutions for enterprise customers and employees, the company announced in a recent statement. The new post elevates Lewis from his previous position as InMoment executive chairman, where he served for several years. He replaces Andrew Joiner, who is […]
Sitel Ends Merger Talks with Majorel, Plus Other M&A and Funding News
Sitel and Majorel Discontinue Merger Talks The Sitel Group and Majorel have formally ended discussions on a proposed merger, the two companies announced on their respective websites. Despite what both companies described as due diligence being completed and synergies being validated, shareholders of the two companies were unable to reach agreement “on the final structure […]
Customer Wins for Agillic and Tealium, eGain, MoEngage, Talkdesk, and 8×8
Agillic and Tealium Team Up to Improve CX for Denmark’s Norsk Rikstoto Copenhagen, Denmark-based Agillic and Tealium of San Diego, California, have been chosen by Norsk Rikstoto, the foundation that supervises parimutuel betting on animal racing in Norway, to systematize customer data in its goal to offer an improved CX. Norsk Rikstoto is looking to […]
New Research from Hero Digital, Zendesk, ActiveCampaign, Calabria, and Protocol
Hero Digital: Healthcare CX Advocacy Differs Across Generations and Industry Subsectors A new healthcare CX report from Hero Digital, the CX-led digital transformation company based in San Francisco, reveals the hidden aspects and attributes driving brand choice, advocacy, and priorities when customers choose a healthcare company. In its annual Healthcare CX Index, the report focuses […]
CallMiner Report: Firms Are Unable to Spur Stronger CX for Various Reasons
Companies do not collect all the data they need in order to drive positive CX, and the limited data collection is holding back organizations from effectively analyzing data to uncover insights and intelligence that result in meaningful action, declares a new global report from CallMiner, the Waltham, Massachusetts-based provider of a conversation intelligence platform for […]
New Customer Wins for LivePerson, Vonage, Qualtrics, SugarCRM, and Tata CS
LivePerson and its AI Platform to Improve CX Journey at Capitec Bank LivePerson, the provider of a conversational artificial intelligence (AI) platform, is in a strategic partnership to transform the CX of Capitec Bank, South Africa’s biggest and fastest-growing digital bank, through AI-powered customer engagement. The partnership will deliver more personalized, seamless banking journeys for […]
The CX World Grapples with a ‘People Paradox’ Issue
A new report by MIT Technology Review Insights points to a grim irony currently at work in the way CX employees are treated by business concerns in the post-pandemic era. A so-called “people paradox” is discernible when it comes to CX staff, according to the report, Customer Experience and the Future of Work, with employers […]
New CX Research from FMI, Braze, Heap, Yotpo, and SMG
FMI: Inflation is Worrisome for US Food Industry Food retailers and suppliers both agree that the current inflationary economic climate is not favorable to the food industry, states a new report from Food Marketplace Inc. (FMI), the trade association comprising the two food industry groups. In the new FMI report, The Food Retailing Industry Speaks […]
