Technology Providers Launch CommX, the Commerce Experience Collective
Five technology providers have banded together to launch the Commerce Experience Collective or CommX, an online community for retailers to grow e-commerce for businesses worldwide, supported with research and data to help the collective in its mission. CommX says that as shoppers increasingly look to brands to deliver personalized, differentiated digital experiences, the collective hopes […]
M&A and Funding: Havas, System1, Sendinblue, Omnicom, Upflowy, and Tattle
In this roundup, two French firms and an Australian startup are among the latest newsmakers in M&A and new funding activity. The French giant Havas Group—among the world’s largest advertising and communications organizations, employing 20,000 people and operating in 100 countries—recently hit the headlines as the buyer in an eight-figure acquisition deal. The second French […]
Insider, Cross-Channel CX Platform Provider, Earns Unicorn Status
Insider, the provider of a cross-channel CX platform based in Singapore, announced on March 7 that it had achieved unicorn status after obtaining $121 million in Series D funding. The company now carries a valuation of $1.2 billion. The funding mega-round was led by the Qatar Investment Authority (QIA), the sovereign wealth fund of the […]
New Research Studies: Avaya, Hiya, Gartner, Salesforce, and PwC-FICCI
In this roundup, much of the new research has to do with organizational success. From Avaya comes a new study on the relationship between business success and the so-called “Total Experience” approach. In Hiya’s new report, the popularity of the phone call is rated against email, text, video chat, and other modes of communication. Meanwhile, […]
New Customer Wins for Amelia, eGain, ISC-CX, ASAPP, and Medallia
The latest CX collaborations represent major wins for players in five distinct spheres. In hospitality, Amelia is the new digital concierge at Resorts World Las Vegas. In government services, eGain will provide CX engagement services to the Wisconsin Department of Workforce Development. In the world of real estate, ISC-CX was named the official CX partner […]
Concentrix to Double the Workforce at Concentrix Catalyst Division
Concentrix, the California-based provider of CX services and technology, plans to double its workforce to 5,000 at Concentrix Catalyst, the company’s design and engineering division located in India. The plan is to hire 2,500 employees to fill an array of positions, including mid- to senior-level software engineers, project managers, and technical architects, a Concentrix […]
M&A Update on Zendesk, CallTower, Verisk, and Salesforce; Funding for Bloomreach
In mergers-and-acquisitions news, Zendesk terminates a controversial bid to acquire Momentive, while CallTower, Verisk, and Salesforce announce new properties. On the funding front, Bloomreach gets another round of fresh capital. Details follow below. Zendesk Ends Merger Agreement with Momentive Zendesk, a provider of customer support and communications software, has officially terminated its plan to merge […]
New Research from SugarCRM, Eagle Hill, Adobe, Blueshift, and Qualtrics
In this roundup, a batch of new research reports examines a diverse set of issues. For SugarCRM, an unusual customer turnover rate at US businesses could be a harbinger of trouble. Meanwhile, the worsening day-to-day work experience of US healthcare workers is the subject of discussion for Eagle Hill Consulting. Of interest, too, is Adobe’s […]
CXPA Outlines Key Strategic Initiatives for the Year
The Customer Experience Professionals Association (CXPA), the global industry association for CX specialists, has laid out a broad plan of work for this year that addresses new research initiatives, certification together with continued credentialing requirements, and regional outreach efforts. Founded 11 years ago and with members now in more than 60 countries, the group’s agenda […]
CX Wins and Case Studies for SAP India, ASAPP, Alida, and Freshworks
In this new roundup of CX case studies, the focus is on digital transformation. Bharat Petroleum works with SAP India to achieve a unified view on its platform. The Columbia Valley Credit Union selects ASAPP OXP to heighten the financial institution’s profile. The Buffalo Sabres collaborate with Alida to craft a better fan experience. And […]
Alchemer’s Customer Feedback Platform Finds Favor with Amdocs
Alchemer, the survey software provider headquartered in Boulder, Colorado, says its customer feedback platform has found a home at global business services firm Amdocs, which leverages Alchemer’s voice of the customer (VoC) technology as part of an effective CX strategy to arrive at actionable insights. For Alchemer, the company formerly known as SurveyGizmo, the use […]
Zoom Launches New Contact Center CX Offering
Four months after failing on a multibillion-dollar bid to acquire a call center platform, video conferencing company Zoom now has its own contact center solution that is optimized for video interaction with customers, combined with unified communications (UC) capabilities to support its employees working as customer service agents. Zoom Contact Center, the company’s new offering, […]
