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Archives: News

Physical digital customer experience
Keith Kirkpatrick

Phygital Experiences to Drive CX in 2023 and Beyond

Melding the Best of Physical and Digital Customer Experience Is on the Agenda for Many Companies
CX surveys and case studies
Alex Gaw

New Research from Info-Tech, ActiveCampaign, Qualtrics, Talkdesk, and EY

Four Reports Examine the Role of CX in IT Service Desks, SMBs, Higher Education, and Retail; EY Research Explores Digital Opportunities for Government
Airline automation and artificial intelligence
Keith Kirkpatrick

Managing CX via Automation and AI

Volaris Airlines Emphasizes Messaging Services in Move to Omnichannel Customer Service
CX customer wins and case studies
Alex Gaw

New Customer Wins for Cogito, Salesforce, Oomiji, RingCentral, and Relay42

Partners Include Jos Alukkas, FuelFood.io, Westland Insurance, and digitalAudience
CX acquisitions and funding news
Alex Gaw

New Funding for MessageGears, 15Five, Darwin CX, and Chattermill

Also: LumApps Acquires Vizir
CX Innovators Concentrix
Clint Wheelock
Clint Wheelock

CX Innovators: Rick Rosso, Concentrix

Driving Higher Value Experience through Intelligent CX Design, Organizational Alignment, and Targeted Technology Deployment
Qualtrics Government EX CX
Sherril Hanson

Research from Qualtrics Shows Government Agencies Struggle with CX, EX Issues

Interview with Dr. Sydney Heimbrock Spotlights Challenges and Solutions
Twilio delisting from stock exchange
Alex Gaw

Twilio is Voluntarily Delisting from Long-Term Stock Exchange

But Trading and Listing Will Continue at New York Stock Exchange
Digital infrastructure for CX
Alex Gaw

Fewer Than 1 in 7 Marketers Possess Digital Infrastructure Needed to
Develop Hybrid CX

New Study from CMO Council Research and SAS Reveals Shortcomings in Current CX Strategies for Winning and Retaining Customers
Layoff anxiety
Sherril Hanson

Layoffs Are Taking a Toll on Employee Wellbeing

New Research from Perceptyx Points to Increased Anxiety and Negative Behaviors
Customer insights and feedback roundup
Sherril Hanson

CX Insights and Feedback News from Chatmeter, Momentive, Qualtrics, SANDSIV, Tattle, and Uberall

Review Management, Survey Trends, Partnerships, Insights to Action, and Hospitality Feedback Are Topic Areas
Virtual customer support
Alex Gaw

Virtual CX Will Become a Mainstream Frontline Support Channel by 2028

New Research from Content Guru Also Reveals Insights from CX Pros for Next Year
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