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Insight Type: Industry News

Sherril Hanson

Zoom to Acquire Workvivo

Acquisition Will Enhance Zoom Platform with Deeper EX Capabilities
Keith Kirkpatrick

Navigating to a Better CX Via Inclusive Wayfinding Technology

WayMap Mobile App Provides an Indoor and Outdoor Navigation Solution Without Beacons or Wi-Fi
Sherril Hanson

Government Employees Burned Out from Workload and Staffing Shortages

Experience Efforts at Government Agencies Must Extend to Employees
Keith Kirkpatrick

Leveraging Support Ticket Data to Improve CX

Tools and Techniques to Extract Hidden CX Insights
Alex Gaw

New Research from Merkle, Qualtrics, and Workhuman-Gallop Collab

Topics Include Customer Rewards, CX Investments in Financial Services, and Employee Recognition
Visual customer support
Sherril Hanson

Visual Customer Support Provides Personalization, Cost Savings, and Insights

Market Opportunity Perspectives from Interviews with Lifesize and IrisCX
CX customer wins and case studies
Alex Gaw

Customer Wins for ServiceNow, Salesforce, Oracle, RingCentral, and InMoment

Partners Include NASCAR, The RealReal, Capital Bank, MMC, and Hopebridge
Employee experience purchasing factors
Sherril Hanson

Investigating and Purchasing EX Technologies: Prep Work, Purchasing, and Post-Implementation

Companies Must Invest Time for Upfront Self-Assessment, Careful Vendor Vetting, and Post-Launch Check-Ins
Adobe digital economy survey
Alex Gaw

The Digital Economy Spurs New Expectations and Opportunities

Findings From a New Adobe Survey Reveal the All-Encompassing Influence of the Digital Economy
CX mergers and acquisitions
Alex Gaw

New Acquisitions by Braze, Kore Wireless, Cyara, and Dentsu; Avaya is Restructured

Companies Acquired Include North Star, Twilio’s IoT Business, Spearline, and Shift 7 Digital
Concentrix merges with Webhelp
Alex Gaw

Concentrix to Combine with Webhelp in $4.8 Billion Deal

The Transaction is Expected to Create a Diversified Global CX Leader
Healthcare patient experience
Sherril Hanson

The Permanente Medical Group Combines Technology and Strong Company Culture to Support Patient Experience

Interview with Dr. Jason Guardino, Chief Experience Officer
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