Retailers Deploy AI to Improve CX and Drive Revenue

A new report reveals that retailers are applying artificial intelligence (AI) to new areas in their business beyond simply boosting technical performance, and are doing so with an eye toward improving CX and driving topline revenue. The fresh resolve among business owners will be helpful, the report adds, as retailers prepare to battle Amazon in […]

Acquia Study: Marketers Changed Digital CX Strategies While the Pandemic Raged On

A new global research study confirms that marketers all over the world changed their digital CX strategies in one way or another during the last year-and-a-half to remain relevant to consumers while, navigating a marketing landscape dramatically altered by the COVID-19 pandemic. The study also revealed the importance of personalization in engaging customers, while confirming […]

Informatica Announces Initial Public Offering

Six years after it was taken private, enterprise data management company Informatica has returned to the New York Stock Exchange (NYSE) with an initial public offering (IPO) of 29 million shares of Class A common stock (ticker INFA). Priced at $29 per share, the offering raised $841 million. All told, the listing gives Informatica a […]

Zendesk to Acquire Momentive of SurveyMonkey Fame

Global customer relationship management (CRM) firm Zendesk is set to acquire online experience management company Momentive, formerly known as SurveyMonkey, in an all-stock transaction that will be growth accretive for Zendesk by 2023 and accelerate its revenue plan to $3.5 billion the following year. Under the terms of the agreement, Momentive stockholders will receive 0.225 […]

Significant Disconnect Exists Between Consumers and Business Leaders on Issues of Trust

A new joint report by Deloitte Digital and Twilio shows that a significant chasm exits between consumers and US business leaders when it comes to trust, with many leaders overly confident about the extent of customer trust in their brands. The Close the Trust Gap report explains that trust is the deciding factor among consumers […]

More Than 100,000 Brands Have Joined Amazon’s US Store This Year

More than 100,000 brands have started selling in the US stores of Amazon so far this year, and sales from brands were up by 60% at the end of June compared to the same time last year, Amazon announced during its Accelerate 21 virtual conference in support of its sellers. At the event, Amazon also […]

New Report Indicates that Funnels Miss Customer Interactions and Distort Data

A new report revealed that most funnel analyses deliver misleading data, having missed important customer interactions on company websites. The resulting data, which can be less-than-complete, ambiguous, or even confusing, could end up preventing companies from improving upon their customers’ digital experiences. The report is from Heap, the San Francisco -based digital analytics firm, which […]

Restaurant Software Company Olo to Acquire Customer Personalization Provider Wisely

Restaurant software as a service (SaaS) platform provider Olo is set to acquire customer intelligence and engagement company Wisely, which is hoping to enable brands to personalize the guest experience during restaurant dining and maximize the lifetime value of consumers. Under the terms of the agreement, New York City-based Olo will acquire Wisely, headquartered in […]

EY Survey: “Omnisumers” Offer Energy Providers a New Customer-Focused Opportunity

A new type of consumer is at the forefront of the energy transition to renewables, presenting energy providers with compelling opportunities to reshape their business and connect with customers, a new report reveals. The report, Navigating the Energy Transition Consumer Survey, was the result of a survey of some 34,000 energy consumers across 17 countries […]

Medallia Research: Three Practices Separate EX Leaders from Laggards

New research from global CX and employee experience (EX) company Medallia identifies three key practices that separate EX leaders from the laggards. The common element in all three practices, the research discovered, was a consistent focus on employee well-being. “There has never been a more urgent need for companies to listen to and support their […]

Online Shoppers Have Big Expectations This Holiday Season

A new survey reveals that consumers possess heightened expectations for shopping online this holiday season. The most successful retailers during this period will be those that differentiate their offerings through personalization to win over consumers. The survey is from Optimizely, the San Francisco-based provider of a cloud-based solution for digital commerce and marketing automation. Optimizely […]

Medallia Acquisition by Thoma Bravo Is Approved

Shareholders of global CX company Medallia have approved the $6.4 billion acquisition of the company by private equity firm Thoma Bravo. Under the terms of the agreement first announced in late July, shareholders of San Francisco-based Medallia will receive $34 per share in cash, a premium of approximately 20% to Medallia’s closing stock price on […]