M&A and New Funding for Prepaid Technologies, Invoca, qiibee, SturdyAI and InMoment
Two transactions in this roundup can lay claim to significant funding. Prepaid Technologies acquired Workstride on the heels of receiving $96 million in funding, and Invoca raised $83 million in an equity financing round. Also of interest is funding raised by Swiss company qiibee for its unusual but creative take in connecting loyalty programs among […]
New Research from Qualtrics Shows CX Quality Impacts Stock Performance
New research from Qualtrics, the experience management (XM) provider, reveals a direct correlation between a company’s CX quality and its stock market performance. Companies with top-rated CX drove greater shareholder value than peers within their own industries, the research findings show, while the stock performance of organizations with poorly rated CX underperformed when compared to […]
Latest Research from Idomoo, Mitto, Verint, LiveXchange, and Amperity
The research highlighted in this roundup points to the myriad challenges confronting companies in the face of an empowered and much more informed consumer base. Across brands and industries, customers are vocal about their preferences—on the channel or medium that they wish to engage with and hear from brands; on how quickly they want complaints […]
EX Platform Provider Workvivo Raises $22 Million in New Funding Round
Workvivo, the provider of an employee experience (EX) and communication platform designed to increase worker engagement on an emotional level and to centralize internal communications, has raised $22 million in new funding, tripling the company’s valuation. The round was led by Tiger Global, an investment firm headquartered in New York City focused on the global […]
DXC Technology Signs Major Deal with Manchester United
DXC Technology, the global IT services and consulting firm based in Ashburn, Virginia, has signed a major multiyear agreement to be the digital transformation partner of UK Premier League football club Manchester United. As the club turns to technology to transform its operations, DXC will lend its expertise to enhance fan engagement through digital platforms, […]
Customer Wins for Genesys, MoEngage, Lexer, ISC-CX, and Qualtrics
The customer wins in this roundup involve big names like Shell, Qualtrics, and ISC-CX, as well as other international entities, such as the Indian Hotels Company Limited, PassTo from the UK, and Lexer and the Cotton On Group from Australia. All the companies were united by their common desire to optimize CX, elevate customer engagement, […]
M&A and Funding: Sitel Group, Webhelp, Enghouse, and LeadSquared
Two large mergers and acquisitions are profiled in this roundup. In the first, US-based Sitel Group is moving to merge with Majorel, located in tiny but affluent Luxembourg in Western Europe. When completed, the merger will result in a colossus with massive resources, capital, and access to CX markets worldwide. The second is a more […]
New Research from Merkle, Twilio, Smart Communications, FullStory, and Emplifi
The research pieces highlighted in this roundup share a common theme: the challenges that companies face because of new technologies and altered expectations. It explains why brand loyalty is no longer just about coupons and discounts; why consumers want personalization yet do not trust brands to keep their data safe; the reason health insurers find […]
OMB and GSA Designate $100 Million to Improve CX for the Public Sector
President Biden’s initiative to improve CX in the federal government will receive $100 million from the Technology Modernization Fund (TMF) to streamline and improve digital services to the public, the Office of Management and Budget (OMB) and the General Services Administration (GSA) said in a recent announcement. The money is a portion of the $1 […]
Amazon Connect Adds Three New Contact Center Capabilities
Three new capabilities have been added to Amazon Connect, the cloud virtual contact center of Amazon, aimed at improving contact center productivity and customer satisfaction. The capabilities are Amazon Connect Cases, Amazon Connect Outbound Campaigns, and Amazon Lex Automated Chatbot Designer. Amazon Connect Cases is a case management feature designed to enable more efficient tracking, […]
Deloitte Digital Unveils TrueServe to Transform Contact Centers
Deloitte Digital, the digital agency focused on services and offerings to elevate CX, is launching a new cloud-based solution for contact centers with TrueServe, an integrated suite of technologies that the company says is designed to deliver a differentiated CX and make contact centers more nimble and responsive. With built-in artificial intelligence (AI) and analytics […]
Zendesk to Be Acquired for $10.2 Billion by Investor Group
Zendesk, the provider of software as a service (SaaS) products for customer support and communications software, has entered into an agreement to be acquired by an investor group led by the investment firms Permira and Hellman & Friedman. The current all-cash transaction values Zendesk at approximately $10.2 billion, with shareholders to receive $77.50 per share […]
