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Insight Type: Industry News

Alex Gaw

Meera and Five9 Team Up, Deploying AI to Resolve Common Call Center Issues

Collaboration Aims to Help Contact Centers Provide Smoother CX
Keith Kirkpatrick

The Pitfalls of Leaning into DEI Issues without Conducting Customer Research

Internal Pre-Campaign Research and Social Listening Could Have Informed Bud Light’s Advocacy Strategy
Alex Gaw

Customer Wins for Tattle, NTT Data, Appier Group, 8×8, and Sprinklr

Partners Include Colectivo Coffee, Air Canada, Caring Pharmacy, Pilot Catastrophe Services, and BWT Alpine F1 Team
Sherril Hanson

Radisson Hotel Group’s Digital Transformation Continues

Hotel Group Introduces Immersive and Localized Experiences
Keith Kirkpatrick

Survey Finds Consumers Are Wary of Generative AI

DISQO Issues a Report Focused on Consumers’ Experiences with and Perceptions of Generative AI
Sherril Hanson

Playvox Brings a Strong Focus on Agent Engagement

Quality Management Supports Both CX and EX in Contact Centers
Alex Gaw

New Research from 1E, eGain and KMWorld, MoEngage, Talkdesk, and Insightly

Topics Include Productivity Surveillance, Knowledge Management, Brand Messaging, Insurers, and Marketing Automation
Sherril Hanson

Updates to Oracle ME Focus on Learning, Skills, and Career Mobility

New Capability Supports Both Employees and Managers
Keith Kirkpatrick

Driving Customer Utilization and Engagement with Communities

Consistency, Cultivation, and Curation Are Key to CX Success
Sherril Hanson

New Genesys Data Shows High Consumer Expectations but Lagging Digital Transformation

Companies are Moving in the Right Direction with Strategic Priorities on Integrated CX Platforms and EX Improvements
Sherril Hanson

Khoros Announces Trustpilot Integration and Cerby Partnership

Both Link-Ups Focus on Supporting Social Media and Reviews
Keith Kirkpatrick

Improving Personalization and Convenience Via Next-Best Action Support

Requirements and Tips for Deploying Effective Recommendations
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