More Consumers Are Using Retailers’ Mobile Apps, New Airship Research Shows
A new 10-country survey of 11,000 consumers reveals that more shoppers have been using the mobile apps of retailers so far this year compared to the same time in 2022, with the preference for retail apps extending across various age groups and income levels. The best motivator for consumers to opt in and receive marketing […]
Customer Wins for Cognizant, Freshworks, Oracle, MoEngage, and Lattice
Cognizant is Engaged by Volkswagen Ireland to Transform Digital CX Global IT and services provider Cognizant will help transform the digital CX at Volkswagen Group Ireland (VWG) by re-engineering the carmaker’s legacy contact center platform and outfitting it with omnichannel functionality. Saddled with siloed customer engagement processes and channels, VWG Ireland needed to unify its […]
Major League Baseball and Zoom Partner on Replay Review
Major League Baseball (MLB) and Zoom Video Communications are teaming up in a first-of-a-kind partnership that designates Zoom as the new official unified communications (UC) platform of the league and the presenting partner of MLB replay review for broadcast look-ins, powering new elements of league games and broadcasts for game officials and fans alike, both […]
M&A News: Qualtrics, Momentive Are Acquired; Amelia Gets Funding; Keap Buys The Factory
Silver Lake, CPP Investments Acquire Qualtrics for $12.5 Billion Qualtrics, the inventor of the experience management category in customer relations, is being acquired by global technology investment firm Silver Lake, in partnership with Canada Pension Plan Investment Board (CPP Investments), the global investment organization established to help ensure the long-term viability of the Canadian pension […]
Microsoft Unveils Copilot as New AI Assistant to Change How People Work
Microsoft last week launched its new AI-powered assistant and chatbot for workplace productivity that the company says will completely transform the way people work. The new product, Microsoft 365 Copilot, uses the power of large language models (LLMs) sitting alongside Microsoft 365 apps like an assistant and appearing in the sidebar as a chatbot, allowing […]
Customer Wins for Amperity, Medallia, ASAPP, RetailNext, and NICE
Amperity Helps Design Collective MillerKnoll Deliver Consistent, Personalized CX Amperity, the Seattle-based enterprise customer data platform (CDP) provider for consumer brands, is the choice of design house MillerKnoll to deliver personalized CX and maximize the value of its omnichannel data. With Amperity, MillerKnoll will leverage its customer data and aim to reach more consumers, while […]
White House Requests More Than $500 Million for CX Initiatives
The White House has submitted a budget proposal for fiscal year 2024 requesting more than $500 million in additional funding to hire personnel and support various CX programs across federal agencies. The proposal, which is in line with the executive order issued by President Biden in December 2021 calling on the government to transform CX […]
New Research from Execs In The Know, Braze, Clootrack, Telus International, and PwC
EITK: The Customer Remained Top of Mind for CX Leaders in 2022 CX leaders believe that they kept customers firmly in mind in 2022 despite challenges and years of unremitting change for the industry, states the new CX Leaders Trends & Insights: 2022 Corporate Edition report from Execs In the Know (EITK), the Arizona-based group of global […]
IT Leaders Prioritize Generative AI as a Game-Changer, But Concerns Abound
At least 67% of senior IT leaders are making generative AI a priority for their business within the next 18 months, and 33% even name it as a top priority. Yet most leaders have misgivings on the security and ethical aspects of the technology that could ultimately impact its adoption in the coming year, results […]
New Funding for Typeface, IrisCX, Bonusly, and Bright Software
Typeface Surfaces with $65 Million in Funding Typeface, the San Francisco-based startup developing a generative AI application for enterprise content creation, emerged from stealth with an oversubscribed $65 million round in venture equity backing from Lightspeed Venture Partners, Menlo Ventures, and AI rivals Google Ventures and Microsoft’s venture capital fund M12. Built around a personalized […]
Medallia Names Joe Tyrrell as Chief Executive Officer
Joe Tyrrell is the new CEO of Medallia, the company announced in a statement. Tyrrell replaces Leslie Stretch, who is retiring after four years as Medallia CEO and is moving into an advisory role at the company. Tyrrell was most recently president of Intercontinental Exchange (ICE), the Atlanta-based operator of global financial exchanges, where he […]
Customer Wins for Cogito, Medallia, SugarCRM, DecisivEdge, and Konnect Insights
Cogito Gets Three-Year Renewal Agreement with US Healthcare Giant Cogito, the provider of an enterprise call center AI solution, announced that a top US health organization has renewed its agreement with the company for three years through 2026. The renewal extends the healthcare organization’s current deployment of Cogito’s real-time coaching and guidance AI in their […]
