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CX and EX Focus Will Remain Strong; New Investment to Expand Coverage in Enterprise Software
Yieldify, WillowTree, Apptentive, and PPT Solutions are Acquired; Also: Rokt Raises Funds
Product Enhancements Gain Ground and CDP Partnerships Proliferate
Clear Policies and Controls Can Elevate CX While Protecting Against Returns Abuse
Companies May be Focusing Efforts More Narrowly
Recent Announcements Focused on Feedback, Mentoring, Wellness, DEI, and Consulting
Customer Service Shifting Away from Live Interaction Was Not the Only Major Movement in the Last Year
Providing Visibility, Transparency, Honesty, Responsiveness, Convenience, and Empathy Go a Long Way
The Southwest Airlines Debacle Offers Competitors Opportunity to Show They Care
Company Moves Focus on CX Features Leveraging AI and Deepening Technology Integration
Also: Gladly and TheyDo Secure New Funding
