Getting to the bottom of customer churn and finding new ways to lift customer performance have prompted H&R Block to invest in a fresh voice of customer (VoC) management platform and approach.

The latest Forrester Wave has evaluated customer feedback management platforms and services and nominated the 12 most significant ones - Alida, Cisco Webex XM, Clarabridge, Concentrix, Confirmit, InMoment, Medallia, NICE, Qualtrics, Reputation, SMG and Verint. This report shows how each provider measures up and helps customer experience (CX) and insights professionals select the right one to match their needs.

All the latest martech, customer and adtech news from Sitecore, Salesforce, SalesLoft, Mailchimp, Pencil, InMoment, Kenshoo Analytics and Integral Ad Science.

When incoming JAX Tyres & Auto CEO, Steve Grossrieder, took the reins in 2017, he soon discovered the company had been quite good at customer service, yet was lacking the consistency of an embedded customer experience platform and approach.

InMoment has launched Experience Intelligence (XI), a new platform that brings together a collection of software and services designed around the concept of owning and improving the key moments in customer and employee journeys.

All the latest martech and adtech news this week from OneTrust, InMoment, SiriusXM, Dynamic Yield, Medallia, Adobe, Bazaarvoice and BlueConic

As an energy wholesaler, Jemena is one step removed from electricity and gas users. But wanting better visibility of customers, the B2B company decided to adopt an entirely new customer experience (CX) platform.

Forrester has released The Forrester New Wave: EX Management Platforms for Large Enterprises, Q1 2020, naming Qualtrics, Confirmit, Medallia, and MaritzCX as leaders in employee experience management (EX) platforms.

InMoment is merging with MaritzCX in a deal aiming to create the world’s largest enterprise customer experience technology company.

Customer feedback management (CFM) platforms and are becoming increasingly crucial in the martech stack and vendors including Clarabridge, Medallia, InMoment, Qualtrics and Confirmit are leading the way​.

The Coffee Club was facing a situation many brands find themselves in today: Meeting rising customer expectations along with the need to harmonise its customer insights.​

All the latest martech and adtech news this week from Tealium, InMoment, Tableau, Arq Group, Playground XYZ, Ometria, Oracle and Daisy Intelligence

It seems what platform a marketers’ brand message appears on is just as important as the brand message itself.

All the latest martech and adtech news this week from CM Group, Adobe, Amazon, Talend, Pegasystems, Informatica, Curiious, Qualtrics, Acquia, BigCommerce, InMoment and IntelligenceBank.

All the latest martech and adtech news this week from Usabilla, Salesforce, Nuance, Spredfast, Lithium, Taboola, Integrate, InMoment, Bluecore, and more.

The customer feedback management (CFM) market in the Asia Pacific is growing as more marketers see the technology as vital to transforming customer experience (CX).

​Forrester has released its Forrester Wave: Customer Feedback Management Platforms, Q4 2018 report, detailing the nine providers who are transforming customer feedback management (CFM) and therefore the customer experience (CX).

As consumers, we’re well accustomed to ads from brands ‘following’ us around the Internet, and brands using information we’ve volunteered – or they have gathered – to offer us products and services we may be interested in.

​Customer experience is crucial for brands moving into the future, as consumers become less interested in products and more interested in experiences.

Hyundai Motor Company Australia has accelerated its way from ninth to second position in the ranks of Australian automotive companies for service after overhauling its customer experience approach.

It’s long been known happy employees are more productive and less likely to leave. It is also now becoming increasingly understood employee happiness and engagement play a key role in customer satisfaction.