Survey: More US Employees Feel Empowered to Discuss Well-Being Issues With Employers
A new survey shows that the number of American workers today who feel safe in disclosing to colleagues the state of their physical or mental well-being is up considerably compared to levels a year ago. That number, which translates to 78%, is nearly double the 40% rate logged in October 2020, according to the survey […]
S&P Study: CX-Driven Firms Provide Higher Equity Yields
Digital CX-focused companies enjoy higher equity returns than their digitally delayed counterparts, according to a recent study from financial analytics and intelligence firm S&P Global Ratings and 451 Research. In evaluating the credit ratings, market capitalizations, and earnings transcripts of almost 10,000 global issuers, the study found that companies using technology to adapt to the […]
Report: Good CX Remains Top Issue, Consumers Say
A new report on CX trends sheds light on the increasing expectations of consumers more than a year into the COVID-19 pandemic and how the stakes remain high for CX, especially because negative CX could have a profound and adverse impact on customers’ future purchase decisions. The 2021 report, titled CX Leaders Trends and Insights: […]
SugarCRM Expands Presence in Latin America with New Partner
SugarCRM, the software company from Cupertino, California, that produces the web application and customer relationship management (CRM) system called Sugar, is partnering with a new master distributor in Latin America as part of a continuing push in global expansion, the company announced in a news release posted on its website. The new master distributor is […]
Businesses Are Better at Handling Customer Expectations Because of Pandemic, Journal Says
The COVID-19 pandemic compelled brands to speed up their digital transformation that led to vast improvements in brand experiences for customers, according to the publication Customer Strategist, which also covered the way industries responded to the global health crisis as they attempted to improve business. In the most recent edition of the publication, the summer […]
CX Solutions Maker Genesys to Acquire Pointillist and Exceed.ai
Genesys, the Daly City, California-based provider of CX and call center solutions, is acquiring Pointillist and Exceed.ai in its goal to transform the customer and employee experience, the company announced on its website. Pointillist is an artificial intelligence (AI)-driven customer journey orchestration and analytics solution based in Boston. Exceed.ai is a cloud-based conversational AI platform […]
Update: M&A and Funding Roundup
Leena AI Leena AI, the Palo Alto, California-based automated human resources (HR) and employee helpdesk, announced on September 28 it had raised $30 million in a Series B financing round, bringing the company’s total amount raised to $40 million. New investors Bessemer Venture Partners led the round with participation from existing investor Greycroft and an investment from […]
Sitecore Launches New Cloud-Native CMS for Enterprise-Level Personalized CX
Sitecore, the San Francisco-based provider of digital experience software, announced on Tuesday a new cloud-native content management system (CMS) that would allow enterprise users to create and deliver personalized experiences. The new CMS, called Sitecore Experience Manager Cloud, was unveiled at Sitecore Symposium, during which the company also announced new product updates integrating recent acquisitions […]
New Report Finds Plenty of Opportunity Exists to Create Richer CX
A new report from the CMO Council detailing how to best achieve an ideal customer experience concludes that much room for improvement remains, especially as marketing heads still struggle to articulate a clear-cut CX strategy and grapple with assorted challenges. Titled Data-Driven Decisioning Powers CX Forward, the report also highlights the time horizon required to […]
Report: Great Resignation Occurring Because of Employee Burnout and Disaffection
Feeling burned out and underappreciated, employees left their jobs in droves this year, with more than a quarter of dissatisfied workers quitting even without having a new job lined up, a new research report from employee experience (EX) platform provider Limeade said at the end of September. But the factors that attracted disaffected employees to […]
Zoom’s Multibillion-Dollar Deal to Acquire Five9 Collapses
The $14.7 billion deal involving a bid by video conferencing company Zoom to acquire cloud contact center Five9 fell apart at the 11th hour, scuttled by Five9 shareholder concerns over the recent drop in Zoom’s stock price and the company’s drop in value, along with jitters caused by an ongoing US Department of Justice (DOJ) […]
At Bank Customer Experience Summit, Four Experts Share Digital Banking Insights
At the recent Bank Customer Experience Summit, held in Chicago from September 13 to 15, four financial experts shared insights on how to succeed in various areas of digital banking. The experts addressed the following four themes: the importance of data in the financial world, the significance of innovation, the problem of the underserved, and […]
