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Archives: News

CX research reports
Alex Gaw

New Research from Frost & Sullivan, Qualtrics, Mendix, Nudge, and Yotpo

Reports Tackle Organizational, Worker, and Consumer Issues
government citizen experience
Alex Gaw

Human-Centered Design and Personnel Are Key to CX Improvements

Officials from VA, USCIS, NetImpact, and ServiceNow Offer Assessment in CX Forum
Patient experience building blocks
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Andrew Broderick

Customer Operations: Building Blocks to Transforming Patient Experience

Competitive Advantage for Best-in-Class in the Brand and Consumer Loyalty Wars
contact center agent training
Keith Kirkpatrick

Methods for Improving Agent Training

Customers Assessing Their Experiences Still Give the Most Weight to Their Interactions with Human Agents
AI customer service
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Sue Marek

Ayla Networks Uses AI to Predict and Prevent Customer Problems

The Company Raised $20 Million in Financing to Expand Its Products and Add More Features to Its AI-based Platform
customer wins and case studies
Alex Gaw

Customer Wins for Sprinklr, goHappy, Algolia, Veeva, and ActiveCampaign

Customers From New Collaborations Include BWT Alpine F1 Team, Hand & Stone Massage, Gymshark, Tec-Med, and Made For Freedom
social media for customer insights and feedback
Sherril Hanson

Social Media as a Channel for Customer Insights and Feedback

Social Media Listening Is an Integral Component of Effective CX Programs
irs taxpayer experience
Alex Gaw

IRS Creates Taxpayer Experience Office to Improve Taxpayer CX

New Office Will Focus on Bettering All Aspects of Taxpayer Transactions
e-commerce optimization
Alex Gaw

Technology Providers Launch CommX, the Commerce Experience Collective

Online E-Commerce Community Is Founded by Bloomreach, Fast, Mirakl, ShipBob, and Sinch
blockchain for customer data
Keith Kirkpatrick

Leveraging Blockchain to Improve Customer Confidence in Sharing Personal Data

The Technology Could Grant Customers More Control of Which Companies See Their Data and How
CX mergers and funding
Alex Gaw

M&A and Funding: Havas, System1, Sendinblue, Omnicom, Upflowy, and Tattle

French and Australian CX Firms Make Waves on M&A and Funding Fronts
corporate fake news
Keith Kirkpatrick

Managing Corporate and CX Disinformation

Organizations Need to Have a Plan For Fighting Fake News Before It Impacts CX
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