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Archives: News

CX strategy
Alex Gaw

CXPA Outlines Key Strategic Initiatives for the Year

Tasks for Group of CX Professionals Involve New Research, Certification, and Regional Outreach
Business support systems
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Sue Marek

Nokia Study: 89% of Telecom Operators Plan to Upgrade Their BSS

Real-Time Charging Is the No. 1 Reason Telecom Companies Want to Invest in BSS for Their Networks
CX digital communications
Keith Kirkpatrick

Leveraging Cutting-Edge Digital Communications Channels for CX

Nascent Channels Enable Companies to Expedite Collecting Customer Feedback and Improve Intelligence-Gathering
CX case studies
Alex Gaw

CX Wins and Case Studies for SAP India, ASAPP, Alida, and Freshworks

Implementations Involve Digital Transformation, Organizational Benefits, Fan Engagement, and Online Agility
Employee experience feedback
Sherril Hanson

Customer Insights and Feedback Empowers the EX-CX Link

Integrating Employee Experience with Customer Experience Leads to Satisfied Customers and Successful Businesses
chatbot customer support
Keith Kirkpatrick

Evaluating Chatbots for Customer Support Applications

Chatbots Are Evolving From Rules-Based Systems to Understanding Language and Intent, Increasing Functionality and Requiring More Assurance of Proper Functioning
Patient experience management
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Andrew Broderick

Patient Experience Measurement Evolves with Healthcare Consumerism

Both CAHPS-Centered and Individualized Approaches to Measuring Patient Experience Are Needed
Alchemer Customer Feedback Platform
Alex Gaw

Alchemer’s Customer Feedback Platform Finds Favor with Amdocs

The Voice of the Customer Program From Alchemer Helps Amdocs Drive Actionable Insights
Lucid Motors case study
Keith Kirkpatrick

Lucid Motors: Using Immersive Tech to Create Excellent CX

Working with ZeroLight, Automaker Lucid Offers Customers a Cloud-Powered Purchase Journey
Zoom Contact Center
Alex Gaw

Zoom Launches New Contact Center CX Offering

The New Solution Is Video Optimized and Has Unified Communications Capabilities
CRM gap between perception and reality
Alex Gaw

Validity Report: Confidence in CRM Does Not Match Reality

CRM Data Once Thought Good Turned Out to Be of Poor Quality, Costing Sales
customer experience acquisitions and funding
Alex Gaw

M&A Update: Funding for AI-Related Tech and New Acquisitions

Uniphore Celebrates Phenomenal Win; Meta Meets Its Match; and Perceptyx Welcomes New Partner
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