Author: Alex Gaw

September 9, 2021

IQVIA Unveils AI-Powered Tech to Enhance Medical Information Contact Center Services

Virtual Agents Will Operate Together with Human Operators for Quicker Response Times

AI, Contact Center

September 8, 2021

Report: AI Is Key for Retailers to Personalize CX at Scale, but Adoption Is Still Negligible

Research from Talkdesk Says Investments in Contact Center Capabilities Are Needed

AI, Contact Center

September 2, 2021

Zendesk Acquires Cleverly to Advance Automation and Customer Service

A Range of Capabilities Resulting from the Acquisition Will Make Support Teams More Productive

AI, Contact Center

September 2, 2021

New Ikea Virtual Queue Management System Improves CX in Saudi Arabia and Bahrain Stores

Collaboration with Ombori Grid Benefited Both Ikea Customers and Employees

September 1, 2021

UAE Regional Utility Etihad Water & Electricity Moving to New SAP Solution to Improve CX

SAP’s S4/HANA Will Leverage Solution’s AI and Machine Learning Capabilities

August 27, 2021

Qualtrics and Mercer Join Forces for Employee Experience Betterment

Initiative will Enable Companies to Enjoy Qualtrics’ Software Features and Mercer’s HR Expertise

Employee Experience

August 25, 2021

Report Findings: Consumers Today Are Largely Unexcited by Brands

Less than 15% of Consumers Expect to be “Wowed” by Their Customer Experience

Customer Experience

August 24, 2021

Twilio Segment Unveils Developer Toolkit to Craft Distinctive CX

Toolkit to Support Custom Configurations for Streamlining Data and Other Capabilities

Customer Data Platform

August 21, 2021

New Gartner Survey Identifies Six Gaps Critical to Future Employee Experience

Disparities Crop Up Between What Executives Suppose and What Employees Believe

Employee Experience

August 18, 2021

Microsoft Acquires Suplari, an AI-Automated Spend and Procurement Startup

Suplari to be Integrated with Microsoft Dynamics 365 to Strengthen Business Insights in Finance

August 17, 2021

Adobe Expands Digital Transformation Capabilities to Healthcare and Patient Experience

Experience Cloud for Healthcare to Deliver Personalized Experience and Other Benefits

August 11, 2021

Ethereum Firm ConsenSys Partners with Conversational AI Innovator LivePerson

Both Companies Team up to Bolster the Customer Experience of Digital Wallet MetaMask

AI