WorkForce Software Fine-Tunes Labor Forecasting Tool
WorkForce Software, the provider of workforce management and employee experience (EX) solutions, is making available the latest version of its labor forecasting software, with predictive and analytical capabilities that have been fine-tuned in response to the extraordinary circumstances imposed by COVID-19 on the global labor market. The 2022 release of the software answers the need […]
Companies Join Forces to Partner on CX Initiatives
Stories of successful team-ups and collaboration abound as companies join forces in striving to improve their CX offerings, exemplified by the four recent cases profiled below. Azadea Group Celebrates Fruitful Collaboration with MoEngage The Azadea Group, a lifestyle retail company based in Lebanon with franchise operations in 13 countries across the Middle East & Africa, […]
CX Acquisitions and Investments Continue to Make 2022 an Active Year for Market Development
As January drew to a close, there was no lack of activity on the acquisitions and new funding front. Below are some notable newsmakers during this period. Cyara Receives New $350 Million Investment Cyara, the provider of automated CX assurance solutions headquartered in Redwood City, California, announced on January 31 it had received more than […]
From Consumers to Workers, New Research Reports Shed Light on a Range of CX Perceptions and Trends
Several new studies and research reports of the past two weeks shine a light on the continuing evolution of CX and its various components in the face of an unrelenting pandemic. The latest findings are summarized below. Qualtrics: Gen Z Are the Toughest Customers of All The youngest generation of consumers, those aged 18 to […]
Worldwide Social Media Ad Spending Soared to New Highs in 4Q 2021
Global ad spending on social media peaked during the fourth quarter last year, in keeping with the increased level of paid social advertising that brands typically undertake during the holiday season, according to a new report from Emplifi, the Columbus, Ohio-based provider of a CX platform specializing in social media marketing, social sales, and customer […]
CX Acquisitions and New Funding Rounds Are Well Underway in January
Gainsight On January 10, customer success company Gainsight announced it had signed a definitive agreement to acquire inSided, the provider of a platform based in Amsterdam, the Netherlands, that leverages the power of communities to drive product engagement and build customer relationships. The addition to the existing portfolio of San Francisco-based Gainsight will create a […]
Brands Must Rethink Customer Data Strategies as Website Cookies Are Retired
With third-party cookie practices soon headed for obsolescence, the findings from a new survey of CX professionals and marketers in Asia Pacific, the Middle East, and Africa show that brands must find new ways of acquiring intelligence on customer purchasing behavior, including implementing first-party data, in order to drive optimal CX. The survey, conducted […]
US Workers 55 Years Old and Older Leave Their Jobs From Lack of Management Support
A new report reveals that American workers over 55 years old are more likely to have an employer who does not provide resources for guidance and professional development for this age segment, which could well account for the large number of job resignations and departures recorded by the group during the COVID-19 pandemic. Research conducted […]
Merkle B2B Integrates gyro and Merkle|DWA to Create a Full-Service CX Management Offering
Customer experience management (CXM) company Merkle Inc. is retiring the individual brand names of business-to-business (B2B) agencies gyro and Merkle|DWA, formally integrating the two specialist media and creative firms into the global media and marketing consortium known as Merkle B2B. The move is part of Merkle’s continued realignment of its portfolio of B2B agencies into […]
Medallia Announces Acquisition of UK Journey Orchestration Firm Thunderhead
Medallia, the San Francisco-based CX and employee experience (EX) specialist firm, is set to acquire the UK’s Thunderhead in a strategy aimed at serving the customer journey needs of enterprise technology firms. The provider of software and technology for real-time customer journey orchestration and analytics, Thunderhead is expected to strengthen Medallia’s ability to power individualized […]
Customer-Facing Workers in UK Are Burned Out
Customer-facing workers employed in the UK contact center industry are burned out or perilously close to being so, citing heavier workloads and longer hours since the COVID-19 pandemic began, without a commensurate promotion or increase in pay, according to a new report from MaxContact, a provider of cloud-based contact center solutions. In its new […]
Microsoft Introduces New Features in Teams and Viva to Help Frontline Workers
Microsoft is launching new capabilities in its Teams and Viva platforms, while also introducing joint offerings with industry partners in a combined initiative to support frontline workers, following new research from the company showing that many frontline workers are at an inflection point in considering a change in their jobs. Microsoft said it is deepening […]
