The News: Appspace recently announced AI-driven integrations to its workplace experience platform that will help support streamlined workflows and the ability to better leverage data. More information on these latest enhancements can be found on the…

The News: WalkMe announced earnings for fourth quarter (Q4) 2023 that ended on December 31, 2023. The company’s revenue for the quarter was $67.9 million versus $64.9 million in the year-ago period, demonstrating an increase of 5% year-over-year…

The News: Twilio released its fourth quarter (Q4) 2023 earnings for the period ending December 31, 2023, as well as full year results. The company exceeded its guidance with a record quarter of revenue, non-GAAP income from operations, and free cash…

Categories: Customer Experience Introduction I was recently able to catch up with Ken Peterson, President of CX at QuestionPro, to get an overview of the 2023 updates to the company’s CX management platform and chat about what 2024 might bring. 2023…

The News: According to research recently published by WalkMe, even though increased priority is being placed on digital adoption, there are still challenges with lack of best practices, ongoing application visibility gaps, lack of utilization, and…

Categories: AI, Contact Center, Customer Experience, Employee Experience, Enterprise Applications The News: Zendesk announced several enhancements to Tymeshift, the workforce management solution it acquired in June 2023, focused around helping…

During a January Cisco analyst briefing, Javed Khan, SVP/GM, Cisco Collaboration & Contact Center, and Jono Luk, VP Product Management, Webex Contact Center, shared progress around AI for the Webex portfolio and dug into contact center strategy. Khan…

The News: RingCentral has introduced new integrations with Electronic Health Record providers, which in combination with its AI-driven communications suite, creates a more unified patient care solution for healthcare organizations. More information…

Categories: Employee Experience The News: Employee experience solution company Perceptyx has announced new enhancements to its People Insights Platform. This latest version of the platform focuses on analytics and AI-driven recommendations that can…

The News: Zoom has introduced new capabilities to AI Companion, the company’s generative AI assistant. These enhancements reach across the Zoom platform as well as Zoom’s contact center offering and offer more inclusive meetings, improved workplace…

The News: ADP has introduced ADP Assist, a generative AI solution that integrates with the company’s products across multiple ADP platforms to support human resource (HR) productivity and daily task efficiencies. Additionally, it can access ADP data…

Introduction I was recently on a Cisco analyst briefing where Fletcher Previn, Senior VP and CIO of Cisco discussed IT being a crucial part of a Cisco employee’s experience. Digital experience or user experience, or however you want to define an…

Categories: Employee Experience On this episode of the Experience Unveiled I am joined by Beekeeper CEO Cristian Grossmann to discuss how to best support frontline workers as well as some new frontline-focused research recently published by…

The News: Customer data platform provider ActionIQ has introduced CXAI, a solution that brings together generative AI data and generative AI content to support CX, marketing, and data teams, and provide more personalized customer experiences. This…

Introduction At Sprinklr’s quarterly analyst update, the company shared financial, business, customer, and product updates. There is a lot going on, but one of the areas that really saw a fast pace of enhancements and introductions was the Sprinklr…

The News: Verint released its Verint Experience Index (XVI) Retail Study, with data showing the in-store shopping experience is still, typically, the start and end of a customer purchasing journey. Sixty-six percent of customers complete their…

The News: 8×8 announced several artificial intelligence driven enhancements to its XCaaS platform in addition to a new partner program. The new enhancements help support increased productivity and efficiencies for a more positive customer and…

The News: Genesys has announced its intent to acquire an AI-driven social and digital listening, analytics, and customer engagement company, Radarr. Based in Singapore, Radarr’s capabilities will enhance the Genesys Cloud platform by bringing in the…

Introduction Employee experience (EX) has been an interesting segment to follow in 2023. There was a lot of progress in several areas including preliminary usage of AI across employee experience supporting technologies, more focus on certain labor…

The News: Zendesk announced its intention to acquire quality management platform Klaus. The addition of Klaus will augment Zendesk’s workforce engagement management (WEM) capabilities and give analytics on both human and digital agent performance.…