New Research from LivePerson, cdp.com, Simplr, Smart Communications, and Sailthru
This roundup features newly released reports on a range of issues: whether consumers today prefer calling or messaging customer service; the use of artificial intelligence (AI) in marketing; how consumers feel about chatbot help vs. service from a live human; the importance of the insurance claims experience; and why consumers are willing to share their […]
Customer Wins for Salesforce, Medallia, Talkdesk, MoEngage, and Workday
In the latest update on CX wins, Salesforce joins Formula 1 as its new global partner; Medallia partners with Northwestern Medicine for a solution on healthcare excellence; Talkdesk is the contact center solution of choice for UK insurance firm LifeSearch; MoEngage pairs up with dating app S’More; and Workday helps in the digital transformation of […]
Press Ganey Completes Acquisition of Forsta, Uniting Key CX Providers
Press Ganey, the healthcare company from South Bend, Indiana, that develops and distributes patient satisfaction surveys used in many US hospitals, announced on April 27 it had completed the acquisition of Forsta, the New York City-based provider of insight analytics to enterprise customers and market research professionals. Both companies are recognized throughout the healthcare ecosystem […]
M&A and Funding News from ActionIQ-InfoSum, Orion, Quinyx, and More
Three acquisition and partnership deals are highlighted in this M&A update, involving ActionIQ and InfoSum, Orion Advisor Solutions and Redtail Technology, and Quinyx and Concrete. On the funding front, the newsmakers are UserZoom, Thoma Bravo, and Observe.AI. Details follow. ActionIQ Partners with InfoSum ActionIQ, the provider of an enterprise customer data platform (CDP) headquartered in […]
New CX Research from Mitto, Redzone, Heap, Execs In The Know, UserTesting
In this roundup: Mitto asks consumers which is worse—bad CX or shipment delays; Redzone shows what is behind higher productivity levels among frontline manufacturing workers; why Heap thinks automation is crucial to the future of digital insights; what Execs In The Know say is the new focus among CX leaders today; and how CEOs today […]
ONR Report: Blockchain and Other New Tech Can Alter Consumer Experience
New technologies like blockchain and cryptocurrency have the potential to radically reshape the consumer experience, empowering consumers to take control of their personal data while presenting brands with a rare opportunity to shape, alter, or improve the CX for this tech-savvy and financially well-heeled group, states a new report examining the wider adoption of blockchain. […]
Customer Wins for Salesforce, Qualtrics, mParticle, Tata CS, and Reputation
In this roundup, the customer wins are palpable and international in character. For US experience management provider Qualtrics, its new customer is no less than the Malaysian postal service. With the UK’s Channel 4, help came across the Atlantic through mParticle in New York City. India’s Tata Consultancy Services is at the helm of CX […]
Twilio: Investing in Digital Customer Engagement Boosted Revenue by 70%
Companies that invested in digital customer engagement and personalization technologies during the last two years experienced positive impacts on customer retention levels, and also saw a significant boost to their revenue figures, reveals a new report from Twilio, the San Francisco-based provider of a customer data platform (CDP) and software solutions for customer relationship management […]
New in M&A: Mastercard and TTEC Complete Their Acquisitions; NICE and Deutsche Telekom Subsidiary Team Up
Among the recent clutch of M&A deals are the three transactions highlighted below, including the acquisitions process finally concluding for two companies: in the first case for Mastercard, which had set out to acquire personalization provider Dynamic Yield; and in the second case for CX services giant TTEC, which was acquiring the public sector and […]
M&A and Funding for Cyara, SaaS Group, Gupshup, Netcore Cloud, and Caplena
In this M&A and funding roundup: Cyara acquires Botium; SaaS Group purchases Pipeline CRM; Gupshup Buys Active.Ai; Netcore Cloud acquires majority stake in Unbxd; and Caplena flourishes with seven-figure seed money. Cyara Closes Acquisition of Botium Cyara, the Redwood City, California-based provider of its proprietary Automated CX Assurance Platform, has closed its acquisition of automated […]
New Research from Glassbox, Talkdesk, UserTesting, Clickatell, and 3radical
In this roundup of new research: Glassbox uncovers business sentiment on CX strategies; Talkdesk reveals how brands can reach elusive Gen Z; UserTesting affirms the primacy of human insight in CX; Clickatell presents a case for chat-to-pay technology; and 3radical discloses how most consumers really feel about brand messaging. Details follow below. Glassbox: Few Executives […]
Abu Dhabi Launches ‘Program for Effortless Customer Experience’
The Emirate of Abu Dhabi, the largest of seven emirates comprising the United Arab Emirates (UAE), has launched a government initiative aimed at producing a new CX model for transacting business with government authorities. The initiative, called the Abu Dhabi Program for Effortless Customer Experience, was unveiled in late March to enable the emirate to […]
