Glassbox Faces Off Against IBM Spinoff In $500B Customer Experience Analytics Market [Forbes]
International Business Machines Corporation (IBM)
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Source: Forbes
POLAND - 2020/03/23: In this photo illustration an IBM logo seen displayed on a smartphone. (Photo... [+]Illustration by Mateusz Slodkowski/SOPA Images/LightRocket via Getty Images)COVID-19 is driving more people to interact with financial institutions solely via an app or the Web. While more consumers are using these virtual payment methods, the spike in demand is exposing problems with their systems. If financial institutions do not become aware of these glitches and fix them promptly, it could cost them business.The market for analyzing how people behave virtually is enormous. And the competition for market share between two companies — IBM spinoff, Acoustic, and startup, Glassbox — suggests to me that the advantage goes to the company that can get their system up and running fastest.Customer experience (CX) technologies — which companies use“to provide a better experience for their customers and to differentiate themselves from their competitorsIDCTracking customer engagement is t
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