From funding rounds and new launches to acquisitions and partnerships – a lot can happen in a week. But don’t fluster, we’ve selected our top five popular pieces of news in the realm of agents, business leaders, new solution launches and mergers. Find last week’s trending titles below!
Dialpad Acquires Koopid
Dialpad has acquired Koopid with the aim of bringing comprehensive omni-channel support, including chat, messaging, self-service and social media, to Dialpad Contact Centre. Koopid will seamlessly integrate with Dialpad Voice Intelligence to optimise CX through easy-to-use digital engagement and empower brands to differentiate with personalised customer service.
Genesys Acquires Pointillist and Exceed.ai
Genesys has struck a deal to acquire both Pointillist and Exceed.ai, with the offerings to enhance the company’s ability to deliver empathy in every customer experience. Both transactions are expected to close before the end of the calendar year 2021, with the sum of each undisclosed.
EY Study: Empathetic Leadership Creates Employee Loyalty
Professional services giant EY has released the results of a new study into how empathy affects leaders, employees and innovation in the workplace. The 2021 EY Empathy in Business Survey of over 1,000 US workers found that 55% had left a previous job because their boss wasn’t empathetic to their struggles at work.
Twilio Launches Growth Automation Platform
Twilio announced the launch of Twilio Engage, a first-of-its-kind growth automation platform that helps marketers deliver exceptional omnichannel campaigns that meet the needs of the digital era. The announcement was made at the company’s Signal ’21 conference.
75% of Businesses to Invest in Hybrid Models in 2022, finds Deloitte
75% of businesses will invest more in delivering hybrid working models over the next year, according to new research from Deloitte. Their Global Marketing Trends Report has pinpointed trends unfolding in the marketing function, while uncovering how high-growth brands across the CX landscape are leading the way, with even more businesses opting for hybrid working models in 2022.
