Key Cloud Players Reveal Customer Journey Importance
News of the g lobal cloud infrastructure spend tipping the scales at $49.4 billion in Q3 – up 35% - is one of many fantastic CX Today articles that has caugh...
Carly Read · 5 Nov 2021
Cloud Spend Tips the Scales at $49.4BN in Q3
Global cloud infrastructure spend has topped $49.4 billion in Q3 - up 35%, research has found. The study highlights the fact cloud services continue to be in...
Carly Read · 5 Nov 2021
Symbl.ai Raises $17m in Series A Funding
Symbl.ai has raised $17 million in Series A funding to further scale its conversation intelligence platform. The funding drive was l ed by Great Point Ventur...
Carly Read · 5 Nov 2021
Bright Pattern Finds 43% of Firms to Automate ITSM to Boost EX & CX
Bright Pattern has given a sneak peak into a brand new report that revealed 43% of businesses are planning to use automation to boost their IT service manage...
Carly Read · 5 Nov 2021
Less Than 30% of Businesses Prioritise Full Customer Journey
A shock new study has revealed less than 30% of businesses are prioritising the customer journey from start to end. The same report, from customer experience...
Carly Read · 4 Nov 2021
Asda Teams Up with RangeMe in Boost to CX
Asda has partnered with RangeMe to ensure buying teams have access to thousands of the most relevant products their customers demand. Through RangeMe’s globa...
Carly Read · 3 Nov 2021
Medallia Digital Suite Launch Teams Feedback with Big Data
Medallia has launched Medallia Digital Suite to combine actionable user feedback metrics with complete behavioural data, helping organisations optimise digit...
Carly Read · 3 Nov 2021
Microsoft Launch Dynamics 365 Customer Service CCaaS
Microsoft has launched a brand new all-in-one digital CCaaS solution – Dynamics 365 Customer Service. The contact centre offering from Microsoft was announce...
Carly Read · 3 Nov 2021
CallMiner: Conversation Analytics Platform & Fall Release News
Watch on YouTube . In this session we discuss the following: An introduction to CallMiner's conversation analytics platform The top key updates that were inc...
Carly Read · 2 Nov 2021
Thoma Bravo Buys Medallia for $6.4bn
Thoma Bravo has bought CX and EX company Medallia for a staggering $6.4billion. Medallia shareholders will receive $34.00 per share in cash, approximately 20...
Carly Read · 1 Nov 2021
LiveVox Launches WFM Solution
Livevox has launched a new workforce management solution that aims to challenge today’s modern contact centre issues. The new WFM offering – including the ne...
Carly Read · 1 Nov 2021
Twilio Engage & the Importance of Personalised CX
Watch on YouTube . In this session we discuss the following: What Twilio Engage will mean for the customer experience world How important it is to personalis...
Carly Read · 29 Oct 2021
Zendesk to Acquire SurveyMonkey
Zendesk has announced plans to acquire SurveyMonkey under an agreement which will also see the company take Momentive, owner of the iconic customer feedback ...
Carly Read · 28 Oct 2021
Vonage Partners with Etisalat Digital
Vonage has announced a new strategic partnership with Etisalat Digital , with the pairing to drive personalised customer experiences through customisable com...
Carly Read · 28 Oct 2021
75% of Customers Don’t Feel Businesses Listen to Feedback
Up to 75% of customers do not think businesses are actioning their feedback , according to new research. The survey, by CX firm Alida, which featured 5,300 g...
Carly Read · 28 Oct 2021
Hybrid Work Priority for Nextiva as Contact Centre Updates Launched
Nextiva has rolled out contact centre, mobile app, admin dashboard, sales and service tools updates, with a particular focus on aiding remote and hybrid work...
Carly Read · 28 Oct 2021
74% of WFH Agents Concerned They’re Being Monitored
A new survey has revealed that 74% of remote working employees are concerned about their employer monitoring when and how much they work. In addition, 76% of...
Carly Read · 28 Oct 2021
SAP CX LIVE: SAP Announces Microsoft Teams Integration
Enterprise software giant SAP used their SAP Customer Experience: LIVE event to announce it was integrating its SAP Sales Cloud solution with Microsoft Teams...
Carly Read · 27 Oct 2021
‘Facebook can’t repair brand perception by changing its name’
Facebook boss Mark Zuckerberg has been warned that pushing ahead with the social media giant’s global rebranding will not change current customer perceptions...
Carly Read · 27 Oct 2021
Khoros Collaborates with AWS
Khoros is collaborating with AWS in a partnership to include integration with Amazon Connect , with the aim to bring voice capabilities into Khoros’ AI-power...
Carly Read · 27 Oct 2021
NetSfere Launches New Omni-channel Portal
NetSfere has launched a new omni-channel portal to help businesses integrate multi-channel capabilities for customers at global scale. The omni-channel platf...
Carly Read · 26 Oct 2021
87% of Businesses Hail Video in Supporting CX Ops
Up to 87% of organisations now consider video to be a core technology to support business operations, a new Metrigy study has found. Along with the rise in a...
Carly Read · 26 Oct 2021
Puzzel Signs Deal with EvaluAgent to Optimise EX & CX
Puzzel has partnered with EvaluAgent, a Quality Assurance and performance management platform. The technology is to be integrated into the Puzzel's Cloud bas...
Carly Read · 26 Oct 2021
Future-Proofing a Business with Omni-Channel
Watch on YouTube. In this session we discuss the following: How omni-channel can operate beyond simply offering call, web and text channels The importance of...
Carly Read · 25 Oct 2021
Uniphore Completes Jacada Deal & Unveils New Platform
Uniphore has com pleted its acquisition of Jacada and plans to unveil an integrated platform to enable enterprises to transform CX. Uniphore’s Conversational...
Carly Read · 25 Oct 2021
Doxim Releases CEM Solution to Increase Staff Efficiency
Doxim has launched its Customer Engagement Management Platform (CEM), which delivers a suite of integrated solutions that span the customer journey to create...
Carly Read · 22 Oct 2021
75% of Businesses to Invest in Hybrid Models in 2022
75% of businesses will invest more in delivering hybrid working models over the next year, according to new research from Deloitte. The last 18 months foreve...
Carly Read · 22 Oct 2021
Intelligent Interviewing & Micro Shifts Among Verint’s 2022 WFM Predictions
Verint has shared predictions for workforce management and customer experience as we shift towards the end of 2021, with changes in interviewing candidates a...
Carly Read · 21 Oct 2021
UJET Announces Google Cloud Partnership
UJET has announced an exclusive partnership with Google Cloud with the aim to accelerate AI-powered contact centre innovation in customer experience. Vasili ...
Carly Read · 21 Oct 2021
Cisco Unveils New Webex Features to Improve CX and WFO
Cisco has announced new Webex Calling, CX and CPaaS enhancements to help enterprises successfully adapt to the new hybrid work world. Following the acquisiti...
Carly Read · 20 Oct 2021
Talk Talk Poll Finds Over Half of Agents More Productive WFH
A huge 58% of remote agents have reported that their productivity has surged while working from home . A study from internet provider Talk Talk also revealed...
Carly Read · 20 Oct 2021
Observe.AI Launches Platform to Drive Next-Gen Contact Centres
Observe.AI has debuted its Intelligent Workforce Platform, a new way for contact centres to reach unprecedented levels of productivity and breakthrough busin...
Carly Read · 20 Oct 2021
Walmart Trials Chatbot Shopping Via Text
Supermarket giant Walmart is to trial a new feature that would see shoppers text their grocery lists to the store using a chatbot. The project is part of Wal...
Carly Read · 19 Oct 2021
Dialpad Acquires Koopid
Dialpad has acquired Koopid with the aim of b ringing comprehensive omni-channel support, including chat, messaging, self-service and social media, to Dialpa...
Carly Read · 19 Oct 2021
CallMiner Acquires Machine Learning Provider OrecX
CallMiner has acquired OrecX , an audio and screen capture provider for recording, analytics and machine-based learning. With nearly two decades in business,...
Carly Read · 19 Oct 2021
Microsoft Translator Taps AI to Support 100 Languages
Microsoft’s AI-powered text translation service, Microsoft Translator , now supports more than 100 different languages and dialects. The company announced th...
Carly Read · 19 Oct 2021
Impact Tech Has on Boosting Customer Engagement
Watch on YouTube . In this session we discuss the following: Top tips on improving CX for organisations reliant on contact centres How technology is playing ...
Carly Read · 18 Oct 2021
Khoros Launches New AI & Messaging Capabilities
Khoros has launched brand new AI and messaging capabilities as part of its 2021 Autumn Innovation Release. The features, which offers omni-channel engagement...
Carly Read · 18 Oct 2021WFO Tools Mean WFH Agents Shouldn’t Suffer in Silence
An insightful new study has revealed the top concerns for remote workers. There are five in total that were the most prominent in the poll, which included no...
Carly Read · 15 Oct 2021
Top 5 Struggles for Remote Workers Revealed
A study of remote workers has identified the top five struggles for those working from home, with communication difficulties and struggling to unplug being t...
Carly Read · 15 Oct 2021
Cash Payments to Account for a Tenth of All Spending
Contactless payments will account for almost half of all transactions by the end of 2022 (47%) while cash transactions will do so for just over a tenth, acco...
Carly Read · 15 Oct 2021
Cyara: The Benefits of Automated Testing
The days of businesses and brands not u nderstanding the value of delivering high-quality CX and investing in improving their assurance processes are long go...
Carly Read · 14 Oct 2021
Offices of Just 22% of Hybrid Workers Redesigned Post-COVID
Businesses are not adapting fast enough to hybrid working models in UK’s offices, a new study has revealed. Research by Leeds University Business School on c...
Carly Read · 14 Oct 2021
SugarCRM Finds 80% of Customers Will Pay for Better CX
A report from Sugar CRM has found that 73% of customers fall in love with a brand because of friendly customer service reps and 80% of people will pay more f...
Carly Read · 14 Oct 2021
Talkdesk Finds Hold Time Soared to 71% Post-COVID
Talkdesk has released findings of a new report that has given a fascinating insight into contact centre metrics, with the average talk time increasing 13%, h...
Carly Read · 11 Oct 2021
Reputation: Car Industry Dependent on Feedback
Reputation has today unveiled findings from its annual automotive industry report, which revealed the sector is reliant on new technologies and customer feed...
Carly Read · 11 Oct 2021
Genesys Acquires Pointillist and Exceed.ai
Genesys has struck a deal to acquire both Pointillist and Exceed.ai, with the offerings to enhance the company's ability to deliver empathy in every customer...
Carly Read · 11 Oct 2021Why Trust Should be the Core Value of Every Brand
A new study published today has revealed customer trust in companies has taken a dramatic nosedive since the COVID-19 pandemic took hold. While 2020 marked t...
Carly Read · 8 Oct 2021
Google Includes Voice Biometrics in Contact Centre Offering
Google announced it has updated its Contact Centre solution with voice biometrics and conversational AI. The internet giant's Contact Centre Artificial Intel...
Carly Read · 8 Oct 2021
Report Reveals Trust in Brands has Plummeted
An insightful new study has revealed 72% of online shoppers would refuse to buy from a brand who they felt had not been responsible with their data – a figur...
Carly Read · 8 Oct 2021
Krisp: Introducing the Power of Competing Noise Cancellation to the Digital Working Revolution
Freedom and flexibility aren’t necessarily words you’d associate with the COVID-19 pandemic. Yet thanks to the bright sparks at Krisp, their industry-leading...
Carly Read · 7 Oct 2021
Cisco Launches Global Hybrid Work Index
Cisco has unveiled its first Hybrid Work Index (HWI) based on millions of aggregated and anonymous customer data points, revealing hybrid work is powered by ...
Carly Read · 7 Oct 2021
Warnings of Systems Crashes as ‘Cyber Monday’ Looms
British tech bosses are warning of potential systems crash as we approach Cyber Monday and the extra demand running up to the Christmas trading period. Follo...
Carly Read · 7 Oct 2021
Zendesk Finds CX Maturity Prompts Business Resilience
Businesses that have continued to invest in CX over the past 12 months are 16 times more likely to have maximised their resiliency during the pandemic and th...
Carly Read · 7 Oct 2021
CommerceIQ Extends Omni-channel & Instacart Ads Integration
CommerceIQ has announced an integration with Instacart, an online grocery delivery platform in America. Brands will be able to drive market share on this cha...
Carly Read · 6 Oct 2021
transcosmos Implements Avaya OneCloud CCaaS
Avayahas announced that transcosmos, a Japan-based business process outsourcing giant with a presence in 30 countries and regions will deliver effortless cus...
Carly Read · 6 Oct 2021
WFM Platform Smartstaff Raises $4.3m in Funding
WFM platform Smartstaff has raised $4.3m in a new funding drive from Blume Ventures, Nexus Venture Partners and Arkam Ventures. The funds raised will be used...
Carly Read · 5 Oct 2021
Puzzel Acquires Digital Engagement Firm Vergic
Puzzel has today announced the acquisition of Swedish digital engagement company Vergic. Vergic’s technology enables companies to engage with online customer...
Carly Read · 5 Oct 2021
Cognigy: The Human Element Behind Conversational Analytics
As businesses accelerate their digital transformation post-COVID, conversational analytics is playing a key role Not only do insights help companies better m...
Carly Read · 5 Oct 2021
Twilio Report Reveals Gap Between CX Expectations & Reality
A massive 81% of the UK businesses believe they are offering personalised experiences despite only 64% of customers agreeing. A shock new study from Twilio a...
Carly Read · 4 Oct 2021