Delivering a Great B2B Customer Experience

Providing an excellent CX has become a point of focus for business-to-consumer (B2C) organizations, across a wide range of industries, from airlines and retail to utility companies. The focus on B2C customers makes sense; today’s consumers can quickly and easily share their praise or score with millions of people via social media and the internet. […]

Empowering Customers to Become Evangelists

A significant amount of attention in the CX community has been placed on driving excellent CX, so that customers are satisfied and feel more loyal to the organization. While increasing the number of loyal customers can help reduce some marketing and sales costs, and can generate incremental revenue, the real value with good CX is […]

Improving CX and Operations via Self-Service Tools

The use of automated attendants to replace a human call center agent or cashier was viewed simply as a cost-cutting measure. But today’s customers, empowered by the growing ubiquity of smartphones, voice-based digital assistants, and an endless array of digital applications, often relish the ability to connect with a product, brand, or service without needing […]

Generating and Leveraging Insights from Social Media

Love it or hate it, social media has become a fixture for nearly 4.5 billion users around the world, according to statistics published by Datareportal in July 2021, equivalent to nearly 57% of the world’s population. A typical user actively uses or visits an average of 6.6 different social media platforms each month and spends […]

Using QR Codes to Improve CX

Although quick response (QR) codes existed long before the COVID-19 pandemic, implementing low- and no-contact interactions in restaurants, retail locations, and other in-person settings helped put QR codes back in the spotlight. While enabling customers to scan restaurant menus instead of using physical menus is an example of a functional or operational use case, QR […]

Clarifying the CX Alphabet Soup: CRM and CDP

Organizations of all types are increasingly investing in software tools used to manage the overall CX. Two of the key software technologies in use today have similar abbreviations, but actually serve distinct purposes, and in many organizations, complement each other to a large degree. Customer relationship management (CRM) systems and customer data platforms (CDPs) are […]

Driving Better Customer Experiences in the Telecommunications CX Market

Dash Research’s new report, CX in the Telecommunications Industry, focuses on the software platforms and applications used to manage seven functional areas of CX, including customer relationship management (CRM), customer data & analytics, contact center, personalization & optimization, customer data platform (CDP), customer insights & feedback, and employee experience (EX), as well as the associated […]

Improving Agent Experiences to Drive CX Improvement

One of the most common and important points of contact with any brand, service, or other entity is through a call center. If a problem is important or time-sensitive enough to warrant a phone call, both the experience and outcome of the call are likely to have a large impact on a customer’s overall experience. […]

Managing Rapid Change in the Retail CX Market

CX in the Retail Industry is a new report from Dash Research that focuses on the current and future market issues, market drivers and barriers, and case studies within the retail CX/CE industry. This new report examines the robust and growing demand for the software platforms and tools that are enabling retailers to address a […]

Manufacturing & Industrial: Using MaaS Platforms to Improve CX

Since the dawn of manufacturing, companies that produce physical products have been constrained by the cost and availability of labor and equipment, and the relatively closed nature of design, review, and production schedules. If a customer wanted to purchase a specific product from a specific brand, product availability would be based entirely on that company’s […]

CX for Streaming Services

One group of companies that received a massive boost in usage during the COVID-19 pandemic was over-the-top (OTT) video streaming services, such as Netflix, Prime Video, Hulu, Disney+, and Apple TV+. As people complied with stay-at-home guidelines around the world, streaming services reaped the benefits of large numbers of people seeking entertainment in the home. […]

Keeping Citizens Informed and Engaged via Technology

The COVID-19 pandemic reinforced the need for government and other public sector agencies to reassess how they are interacting with their constituents, including citizens, tourists, and public sector workers. Government and public health agencies needed to quickly disseminate information to people, and, given the severity of the pandemic, simply releasing public service announcements on television […]