customer experience (CX)

XM + CX = An Obvious Partnership

Qualtrics and Genesys just announced a new partnership, combining Qualtrics’ Experience Management (XM) capabilities with Genesys’ customer experience (CX) and contact center solutions, supporting Genesys’ vision of Experience as a Service. During a briefing with both companies, my initial reaction was, “What took so long – this is an obvious partnership.” 

Enterprise Connect 2019

Experience, experience, experience – that was the theme at this year’s Enterprise Connect.

NICE Announces New AI-Powered Robotic Process Automation, Accelerating Organizations’ Digital-First CX Strategy

NICE (Nasdaq: NICE) introduced new AI-powered capabilities that enable organizations to maximize the benefits of Robotic Process Automation (RPA) for their business. Included in version 7.6, NICE RPA’s new capabilities include document digitization, ROI-based recommendation of ideal processes to automate, and a complimentary resource center with ready-made low-code/no-code resources for sharing.

Why Customer Experience (Lack of) Could Literally ‘Kill’ Your Organization, Part 1

Why Customer Experience (Lack of) Could Literally 'Kill' Your Organization, Part 1


Customer Experience (CX) is the new mantra for every organization that our consulting firm works for, from for-profit to not-for-profit organizations. It has taken center stage. It’s all about the customer, the patient, the member. It’s about success and survival for any organization moving forward.