Alida, a leader in Total Experience Management (TXM), has published a new research report, Empathy in Action: The Business Value of Customer Empathy, conducted together with Bodine & C., and the Customer Experience Professionals Association. Continue reading Majority of CX Experts Believe Customer Empathy is Necessary to Create Business Value, But Employers Views Differ →

LiveVox, a leading cloud-based provider of customer service and digital engagement tools, and Omdia, a leading research and advisory group focused on the technology industry, released the results of a joint study commissioned to understand how well contact centre agents are equipped to provide exceptional customer experience in today’s digital environment. Continue reading LiveVox and Omdia Study Finds that Slow Digital Adoption and Unnecessary Complexity in the Contact Centre Harm Customer Experience by Impeding Agent Productivity →

Pindrop, a global leader in voice technology, released its annual Voice Intelligence & Security Report uncovering how companies might be accidentally inviting fraud, threat mongers from the dark web and bad actors better prepared to pass authentication. Continue reading Pindrop Voice Intelligence & Security Report Finds Fraudsters Passed Knowledge Based Authentication Questions 92 Percent of the Time →

The past two years have spurred an unprecedented acceleration of digital transformation for business-to-consumer companies, advancing their digital strategies by an average of 6.5 years and boosting total revenues by an average of 70% for companies that invested in digital customer engagement. Continue reading Investment in Digital Customer Engagement Generated 70% Revenue Growth for Companies Last Year, Twilio Data Shows →

Gainsight, in partnership with benchmarking research firm RevOps Squared, has completed a study on the strategies and benefits of Customer Success programs within high-growth companies. Continue reading Customer Success Has Officially Reached Critical Mass →

The past two years have spurred an unprecedented acceleration of digital transformation for business-to-consumer companies, advancing their digital strategies by an average of 6.5 years and boosting total revenues by an average of 70% for companies that invested in digital customer engagement. Continue reading Investment in Digital Customer Engagement Generated 70% Revenue Growth for Companies Last Year, Twilio Data Shows →