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Insight Type: Industry News

omnichannel customer engagement
Keith Kirkpatrick

Omnichannel Engagement Is Becoming a Centerpiece of Customer Experience Strategy for Many Organizations

Growth in Omnichannel Initiatives Is Being Driven by Shift to Digital Interactions, Customer Support Improvements, Changing Demographics, Pandemic Impacts, and the Rise of CX as a Competitive Differentiator
employee experience product launches
Sherril Hanson

New EX Products from Qualtrics, Motivosity, Achievers, and 15Five

Employee Experience Products Continue to Launch as 1Q22 Draws to a Close
cx customer wins and case studies
Alex Gaw

Customer Wins for Talkdesk, Veeva, Keap, Adobe, Walgreens, and Microsoft

Happy Customers Include Iberostar, Teva Pharmaceuticals, Fully Promoted, and BMW Group
CX for contact centers
Keith Kirkpatrick

Contact Center Customer Experience Software and Services Revenue Will Surpass $18 Billion by 2026

Digital Transformation, Omnichannel Customer Engagement, and Evolving Labor Models Are All Driving Significant Growth in the Contact Center Technology Market
telecom customer care
Avatar photo
Sue Marek

T-Mobile to Revamp Enterprise Business with New Customer Care Focus

The Wireless Operator Moved Its Top Customer Care Executive to Its Enterprise Group to Bring a New Focus to That Division
mobile customer experience
Keith Kirkpatrick

Optimizing CX for Mobile Interactions

Mobile Usage Numbers Are Rising, and So Are Customers’ Expectations for Experience and Satisfaction
customer data analytics
Alex Gaw

Zeta Acquires ArcaMax to Enhance Data Cloud

The Deal Will Also Extend Zeta Marketing Platform Capabilities
customer feedback management
Alex Gaw

North Highland Acquires Decooda to Accelerate Data-Driven Insights

Acquisition Will Show the “Why” Behind What Motivates Customers or Employees
travel experience personalization
Sherril Hanson

Personalization in Travel & Hospitality

The Post-Pandemic Rise in Different Experience Types and Evolving Travel Personas Spurs Companies to Dig Deeper into Personalization
CX funding and acquisitions
Alex Gaw

Funding and M&A: Emplifi, Birdeye, inFeedo, Affogata, and Dixa

CX Firms Make Waves, Generate Fresh Capital and Equity Investments
telecom customer service
Keith Kirkpatrick

Ditching the Script for Better Telecom Customer Interactions

Removing Data Silos, Serving Relevant Content, Improving Training, and Providing Product Guides Can All Help Customer Service Agents Improve CX
customer insights product announcements
Sherril Hanson

Medallia, Qualtrics, and Vurvey Announce Insights and Feedback Solutions

QR Code Enhancement, AI/Machine Learning Tool for Unstructured Data, and Metrics to Tie Digital Experience to Spend Are Introduced
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