The State of the CX Market in 2021
The most impactful CX trends that emerged in 2021 were both interrelated and interdependent, reflecting the interconnected worlds of digital engagement, physical fulfillment, and health and safety issues. While many of these trends began during 2020, they were often accelerated by various economic and public health conditions that arose in 2021, including labor shortages, supply […]
Michigan State University to Launch CX Master’s Degree
In yet another sign that CX has become a separate and distinct business function, Michigan State University (MSU) announced it is starting a new master’s-level degree that is targeted at working CX practitioners and delivered online. Projected to gain state approval by the end of 2021, the first cohort likely will be accepted in 2022. […]
Five Questions for Rich Green, Chief Product Officer with SugarCRM
I recently connected with Rich Green, chief product officer (CPO) with SugarCRM, to get this customer relationship management (CRM) industry veteran’s insights into the challenges of integrating AI into CRM platforms, the value of generating deeper customer relationships, and the lessons learned during a career spent in Silicon Valley. (Responses have been edited for clarity.) […]
Backend AI: Not Just for Customer-Facing Bots
Artificial intelligence (AI) is increasingly being accepted by customers as tools that allow them to accomplish tasks or get the information they need, without having to speak or interact with other humans. AI-driven automated attendants, virtual assistants, and chatbots have even become commonplace in some industries (such as financial services) and many customers often expect […]
Post-Purchase Strategies to Improve Retail CX
For most retailers, the holiday season is marked by an uptick in the number of items ordered and shipped online. And while many organizations have done an admirable job of focusing on the CX during the marketing and sales phases of a shopper’s journey, the post-purchase gap, or the period between the completion of the […]
Customer Success Teams Help Build Meaningful Customer Engagement
Customer success is defined as “a long-term, scientifically engineered, and professionally directed strategy for maximizing customer and company sustainable proven value,” by the The Customer Success Association. But for most organizations, customer success is a series of tactics that aligns the objectives of the company and the customer, and can provide a positive impact on […]
Artificial Intelligence Capabilities Are Quickly Becoming Essential for Customer Experience Initiatives
Artificial intelligence (AI) has become nearly ubiquitous across a range of industries and use cases. The customer experience (CX) discipline is no different, according to a new report from Dash Research; AI is being used across both customer-facing functions and in back-office systems and processes. This AI functionality is being integrated or incorporated into CX […]
Using Appointment-Based Shopping to Improve CX
The COVID-19 pandemic ushered in many changes, particularly in retail, where the implementation of customer and employee safety protocols, such as sanitizing stations, mask wearing, and social distancing, became commonplace. But even as restrictions have been lifted in certain areas, some stores have been forced to adapt by reducing hours due to staff shortages, or […]
B2B Personalization for CX Vendors
One of the key strategies used by business-to-consumer (B2C) companies to improve CX is to personalize each interaction. By capturing and using customer journey data, companies can provide a more personalized experience across marketing, sales, and customer service interactions, and then develop deeper and longer-term business relationships. Business-to-business (B2B) companies can also reap the rewards […]
Artificial Intelligence for CX Applications
Artificial intelligence (AI) has become nearly ubiquitous across a wide range of industries and use cases, and within the CX discipline, AI functionality is no different; AI is increasingly being integrated or incorporated into CX platforms and applications. AI functionality is being integrated or incorporated into CX platforms and applications, with low- or no-code interfaces […]
Customer Experience and Customer Engagement Market to Surpass $100 Billion in Annual Worldwide Revenue by 2026
Customer experience (CX) and customer engagement (CE) initiatives continue to be a major priority for organizations around the world, especially in light of the significant changes and disruptions to customer relationships that emerged as a result of the COVID-19 pandemic. According to a new report from Dash Research, this level of focus is leading to […]
Connecting Patients, Payers, and Providers to Provide Better CX in Healthcare Delivery
Despite the relatively complex, interdependent spheres of patient needs, provider services, and payment structures, the healthcare industry is among the most widely used ecosystems. However, healthcare use and spending dropped significantly during the COVID-19 pandemic due to cancellations of elective care to increase hospital capacity, as well as the implementation of social distancing measures to […]
