New CX Research from ASAPP, eGain, Telus, Qualtrics, and Forrester
Two research reports in this roundup bookend an increasingly serious CX issue: how to best ensure the well-being of contact center employees, who are leaving the industry in record numbers for better working conditions, higher pay, and greater personal growth. These departures are clear indicators of unhappiness and dissatisfaction with the establishment status quo throughout […]
Avaya Showcases One Cloud CCaaS as Composable Solution
Avaya, the North Carolina-based multinational technology provider of cloud communications and workplace collaboration programs, is promoting its One Cloud CCaaS offering as a composable contact center solution that delivers a complete and integrated CX, supporting a broad spectrum of customer touchpoints and interaction types to enable businessesto succeed. Avaya is plugging One Cloud CCaaS […]
M&A and Funding News on HqO, ServiceNow, Gupshup, Pega, and Immuta
Four mergers and acquisitions (M&A) stories and one on funding make up this new roundup. Regardless of the nature of the acquisition or funding taking place, however, the focal point of activity, as it turns out, remains the same: people. Two providers merge to optimize the employee experience (EX) at the workplace, while two other […]
Customer Wins for ISC-CX, Workato, Vonage, SMG, and Adobe
The customer wins in this roundup include some big names: Adobe, The Home Depot, Foot Locker, ISC-CX, and Vonage, among others. But regardless of the size or status of the collaborating companies, the partnerships have all proven valuable, yielding stellar results for the participants involved. And two partnerships span the continents: the employee experience (EX) […]
New CX Research from Forrester, Sprinklr, WSO2, Lilt, and NICE
In this roundup of new research, the reports all zero in on the one indispensable component of CX—the customer—whose experience is measured to give rise to Forrester’s US CX Index ranking, and is the object of inquiry in Sprinklr’s benchmark study of customer care in social media. For WSO2, the digital experience of the customer […]
Latest Customer Wins for Vonage, PowerReviews, SMG, NICE, and Oracle
Successful CX is not confined to any single industry but cuts across a diverse array of fields, as can be seen in this latest customer wins roundup. The industries represented here include insurance, grocery, off-price retail, healthcare diagnostics, and telecommunications—each benefiting from astute, well-executed CX strategies and programs. Details follow below. Vonage is Manulife Singapore’s […]
M&A News on Airship, Heap, and Bond; New Funding for MoEngage and Lang.ai
Two acquisitions in this new M&A roundup are said to provide industry firsts. Company executives from Airship and Gummicube say the union of the two providers will create the first comprehensive, end-to-end mobile app experience management solution. Top management at Heap and Auryc express the same enthusiasm, stating that the merging of the two companies […]
Zoom and Genesys Expand Partnership with New CX Offering
The California technology companies Zoom Video Communications and Genesys Telecommunications Laboratories are expanding their partnership with an offering that provides organizations with a feature-rich cloud contact center and unified communications solution intended to improve collaboration among teams to resolve customer needs and enhance CX. The expanded partnership is being built on the integration between Zoom […]
ISC-CX Opens in Brazil to Support Latin America Businesses
ISC-CX, a key provider of CX programs worldwide for more than 20 years and an active presence in the Latin American market in the past decade, is opening an office in Brazil to further strengthen its global capabilities. The new office in Brazil underlines the strategic direction of ISC-CX of maintaining itself as a global […]
Customer Wins for Qualtrics, Kibo, NICE, Algolia, and Alvaria
In this roundup, what stands out is the often-multinational nature of CX partnerships and collaborations. And rightfully so, given that CX is an area of global relevance and interest, universal in application and recognition. Of the 10 companies highlighted in the roundup, two are Japanese-based—the cosmetics giant Shiseido Group, and middle market insurance firm Aioi […]
Middle East Area Companies to Allot Sizable CX Investments This Year
Brands in the Middle East are preparing to bolster their digital CX capabilities, with nearly three-quarters of organizations in the region planning for substantial investments in CX projects this year, according to a report released to coincide with the annual staging of the area’s biggest CX conference. The report, which contains the findings of a […]
M&A and Funding: Personio, CleverTap, Zoom, Salesforce, and Fulcrum
New acquisitions in this latest M&A roundup include three stateside buyouts and one involving two German-based providers in human capital management (HCM). There is also news on the funding front with the Florida-based creator of a customer data platform (CDP). Details follow. Personio Acquires EX Platform Back Personio, the Munich, Germany-based provider of cloud-based human […]
