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Insight Type: Industry News

Employee wellbeing and employee experience
Sherril Hanson

Focus on Wellbeing Is Core to Employee Experience

Wellbeing Tools Gain Interest in the Race to Attract and Retain Employees
Customer data platforms
Keith Kirkpatrick

Leveraging CDPs to Turn Customer Data into Action

Customer Data Platforms Unify Data into an Always Current, Single Source of Truth
Social listening for better customer experience
Keith Kirkpatrick

How Social Listening Can Improve CX

Brands Using Social Listening Can Assess Advertising Campaign Effectiveness, Identify Social Influencers, and More
Customer experience mergers and funding news
Alex Gaw

Algolia Acquires Search.io, Enghouse Buys VoicePort; Stratifyd, OneSignal Raise Funds

Also: Zendesk Supports Its Acquisition by Consortium, and Not by Light Street Capital
Department of Homeland Security customer experience
Alex Gaw

Department of Homeland Security Launches Hiring Initiative to Transform CX

New Hires Will Help the Department in its Digitalization Efforts
Customer support for product design problems
Keith Kirkpatrick

Mitigating Product Design Issues with CX

Simply Acknowledging Problems Customers Are Having and Keeping Them Updated Goes a Long Way
Limiting negative customer experiences
Keith Kirkpatrick

Reducing Negative Peaks to Improve CX

AI Technology Provides One Path to Finding and Limiting Bad Experience in the Customer Journey
Employee experience research studies
Sherril Hanson

New EX-Related Research from Achievers, Qualtrics, and Salesforce’s MuleSoft

Company Culture and Technology Investments Are Focus Areas
Managing customer complaints
Keith Kirkpatrick

Managing Customer Complaints Effectively and Efficiently

Deal with Issues, Even Those Resulting from Customer Ignorance, Quickly and with Empathy
Uncertainty in the workplace
Alex Gaw

Uncertainty Confronts the Workplace; Employees and HR Feel Pressure

15Five Research Shows Employees Continue to Quit and Companies Freeze Hiring
Digital employee experience product launches
Sherril Hanson

New EX Products and Partnerships: Achievers, LumApps, Qualtrics, and Others

Enhanced Capabilities Announced Include Mobile Integration, Hyper-Personalization, and Continuous Feedback
Customer experience surveys and research
Alex Gaw

New Research from Accenture-NASCA, Replicant, Newgen, Centrical, and Mitto

Reports Cover Government Customer Service, Voice Automation, DX Efforts, Gamification, and Effects of Negative CX on Airlines and Hotels
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