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Insight Type: Industry News

Sherril Hanson

Genesys Launches the Experience Index for Contact Center Employees

A Survey-Based Process for More People-Centric Measurements
Keith Kirkpatrick

Utilizing Mixed Reality to Deliver More Immersive Customer Experiences

Amdocs Survey Finds Consumers Want More AR and MR Tech, but Need More Education and Guidance
Keith Kirkpatrick

UJET: Leveraging Stability and Data-Handling Policy to Drive Customer Growth

CCaaS Provider’s Partnership with Google Cloud Enables Expansion into New Markets
Sherril Hanson

Announcements from Verint Engage 2023

Open CCaaS, New AI Capabilities, Engagement Data Insights, and Enterprise Experience Management Introduced
Sherril Hanson

5 Questions with Ellen Loeshelle, Qualtrics Director of Product Management, Intelligence Platform

Using AI For Efficiency and Scale, but with a Focus on Usability and Building Trust
Keith Kirkpatrick

Despite a Rise in AI in CX, People Still Prefer to Interact with Humans

Pega Survey Finds Trust Issues Remain Around the Use of AI
Alex Gaw

New CX Research from Northridge, CX Live, Jitterbit, Telus International, and Airship

Topics Include State of CX, CX Investment in the Middle East, Automation and CX, Bias in AI Algorithms, and Mobile App Benefits
Keith Kirkpatrick

Webex Contact Center Incorporates Generative AI Conversation Summaries

Low-Latency Summarization Capabilities to Improve Efficiency and Collaboration
Alex Gaw

STG, Momentive, Zendesk, and Capillary Tech in M&A and Funding News

Also: Bonterra Acquires WeSpire; Databricks Ventures Invests in Catalyst
Sherril Hanson

WebMD Health Services Announces Intent to Acquire Limeade

The Combination Will Provide Wellbeing and Engagement Solutions
Keith Kirkpatrick

Parsec Highlights Customer-Focused Interface Enhancements to Its MES Platform

TrakSYS’ MES Platform Provides Enhanced Visibility and Usability to Improve CX for Operators and Analysts
Keith Kirkpatrick

Twilio’s CustomerAI Technology Enables One-to-One Customer Engagement

Technology Pairs LLM and Customer Data to Provide Granular and Complete Customer Profiles
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