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February 03, 2020


How to Determine (and Measure) the Best CX Metric for You

Here's how customer experience teams can determine the best CX metric(s) that best explains the customer behaviors they are trying to motivate and the business outcomes they want to drive. (Featured on

Case Studies

Arxan Nails It with Direct Mail

PFL's tactile marketing program delivers hard-to-reach customers

CRM Across the Wire

Directly Promotes Mike de la Cruz to CEO

Directly changes leadership and completes a $20 million funding round.

Merkle's Parent Acquires 4Cite Marketing

Dentsu Aegis Network is acquiring 4Cite Marketing to boost Merkle's identity capability.

SurveyGizmo Launches Activated NPS

Activated NPS helps companies respond immediately and individually to customer feedback.

8x8 Launches Contact Center Winter '20 Release

8x8 Contact Center adds payment processing and quality management. (Featured on

NICE Powers Predictive Behavioral Routing with AI-Driven Sentiment Data

NICE incorporates sentiment data on top of predictive behavioral routing as part of CXone and Nexidia suite upgrades. (Featured on

ServiceNow to Acquire

Acquisition will advance ServiceNow's native AI capabilities to help work flow more smoothly across the enterprise, in all major languages. (Featured on

MindTouch Partners with Five9

Partnership gives Five9 Intelligent Cloud Contact Center users scalable and extensible knowledge management capabilities. (Featured on