Customer Wins for Workday, Informatica, SAS, Freshworks, and Five9
In this roundup marking customer wins, Workday lays out an enhanced employee experience (EX) at Gorillas; Informatica helps modernize data strategy at Saudi Airlines; SAS propels The Nature Conservancy to record membership revenue; Freshworks helps clear a path for Collinson Group; and Five9 signs on to serve as contact center software partner to the European […]
M&A and Funding: Leapsome, Level AI, Alliants, AmplifAI, and Optimove
In this roundup, Leapsome and Level AI lead a group of four CX-oriented providers in raising fresh capital, together bringing in a total of $80 million in funding rounds; Alliants and AmplifAI are the two other recent recipients of new investments. In M&A news, Optimove acquires Kumulos to augment its customer relationship management (CRM) platform […]
New Research from AllCloud, Uberall, MIT SMR, Macro 4, and Sorted
In this roundup of five research-related stories, AllCloud outlines increasing middle-market use of Salesforce; Uberall evaluates hybrid CX; MIT SMR Connections sizes up artificial intelligence (AI); Macro 4 talks to UK utility customers; and Sorted urges an upgrade to the delivery experience. Details follow below. AllCloud: US Middle Market Increases Use of Salesforce New research […]
Google Launches Cloud Contact Center AI Platform
Underscoring its goal to provide a complete out-of-the-box, end-to-end offering for contact centers, Google announced a full-fledged platform solution that brings together artificial intelligence (AI) capabilities, cloud-scalable structure, and tight integration with customer relationship management (CRM) platforms. The new offering is called Google Cloud Contact Center AI Platform or CCAI Platform—not to be confused with […]
Customer Wins for Talkdesk, Veeva, Keap, Adobe, Walgreens, and Microsoft
In this roundup of customer wins, CX providers bring new levels of success to their customers and partners. For Spain’s Iberostar, Talkdesk helped hotel agents successfully pivot to a remote work-at-home model without sacrificing the comfort and ease of access of hotel guests. For Veeva, adoption of its customer relationship management (CRM) solution by Teva […]
Zeta Acquires ArcaMax to Enhance Data Cloud
Zeta Global, the data-driven marketing technology company that is also widely acknowledged to be the business world’s third-largest dataset repository after Google and Facebook, has entered into an agreement to acquire ArcaMax, a key provider in the development and distribution of interest-based newsletters. Financial details of the agreement were not disclosed. In operation for more […]
North Highland Acquires Decooda to Accelerate Data-Driven Insights
North Highland, the Atlanta-based employee-owned global management consultancy focused on issues relating to change and transformation, has acquired Decooda, another Atlanta-headquartered firm and the provider of a cloud customer feedback management (CFM) solution. Financial details of the transaction are not known at this time, but the acquisition enables North Highland to leverage insights from data, […]
Funding and M&A: Emplifi, Birdeye, inFeedo, Affogata, and Dixa
CX funding activity rises to the forefront in this roundup with the achievement of fresh capital infusion or new equity investment for Ohio-based Emplifi, Birdeye from California, inFeedo in New York City, and Israel-based provider Affogata. The lone mergers-and-acquisitions event in this roundup is the double acquisition deal orchestrated by Danish outfit Dixa. Details follow […]
New Research from Frost & Sullivan, Qualtrics, Mendix, Nudge, and Yotpo
In this roundup, four of the five new research reports address organizational or worker-related issues that present seemingly divergent findings. While Frost & Sullivan projects exponential growth for CX innovation, Mendix underscores the CX challenges in delivery, siloing, and talent acquisition faced by enterprises. Meanwhile, Qualtrics says US employees are better off today than they […]
Human-Centered Design and Personnel Are Key to CX Improvements
In a forum on the future of government work, federal agency officials as well as executives from the private sector were unanimous in agreement that human-centered user design and human personnel were the key elements when using technology to improve CX and make citizen services more consistent and accessible. The human-focused approach was the key […]
Customer Wins for Sprinklr, goHappy, Algolia, Veeva, and ActiveCampaign
In this latest roundup of customer wins and case studies, five providers find success in their CX implementations. Unified customer experience management (CXM) provider Sprinklr is tapped by Formula 1 racing team BWT Alpine. For goHappy, new opportunities in providing frontline employee engagement materialize with Hand & Stone Massage. With search and discovery provider Algolia, […]
IRS Creates Taxpayer Experience Office to Improve Taxpayer CX
Seeking to improve its service to taxpayers and the overall experience for customers, the Internal Revenue Service (IRS) has established the new Taxpayer Experience Office, identifying from the outset the scope of efforts and the key areas of change that the new office will undertake. In an official statement, the IRS says the Taxpayer Experience […]
