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New Study Shared At CCW Vegas Reveals Alarming Customer Experience Decline

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CCW Digital’s Latest Market Study Focuses On The Recent Decline Of Customer Experience Despite Increased Use Of AI

NEW YORK and LAS VEGAS, June 6, 2024 /PRNewswire/ — Today, CCW Digital, a division of Customer Management Practice (CMP), a leading market intelligence firm for the customer management industry, released the results of its latest market study on CX Trends, Challenges, and Opportunities during CMP’s flagship Customer Contact Week taking place at Caesars Forum in Las Vegas from June 3-6, 2024. Customer Contact Week is produced by CMP and is the leading conference dedicated to providing expert insight into exceptional customer service. 

Based on the results of CCW Digital’s Annual Consumer Preferences Survey conducted in May 2024, 530 adult American consumers were polled on their sentiments, preferences, and purchasing habits.

The survey revealed an unexpected trend of customer experiences regressing in the age of AI and streamlined CX processes rather than improving. Critical key findings include:

Only 7% of consumers feel experiences have improved over the past year, and a troubling 55% feel they have worsened. Nearly 60% of consumers say they share details of bad experiences with personal contacts, while 29% actively rant about poor performance on social media. Other consumer reactions include attempting to switch providers (48%) and writing negative reviews (39%).Only 26% of consumers expect to reach a successful resolution using messaging. An even smaller 17% have faith in the value of a chatbot/web self-service interaction. Only 19% of consumers feel they can immediately access help from a human agent, and when given the opportunity to speak with an agent, a mere 24% believe that the typical customer service employee is happy, engaged, and knowledgeable.Over a third of consumers will take their complaints directly to the company’s contact center, burdening agents with inefficient, hostile conversations.

Mario Matulich, President of Customer Management Practice (CMP), claims, “Our Annual Consumer Preferences Survey for 2024 highlights a stark regression in customer experiences. This study highlights a critical insight: despite the advancements in AI, the essence of customer experience hinges on genuine human connection. Technology should enhance, not replace, the empathy and responsiveness that define exceptional service. These findings are a wake-up call for businesses to harmonize technological innovation with human-centric strategies to elevate customer satisfaction and loyalty.”

The research underscores a critical reality for businesses: despite efforts to compete on customer experience and foster a culture of customer-centricity, most consumers feel that their experiences have regressed over the past year. Alarmingly, artificial intelligence (AI) technology, once hailed as a transformative solution, is exacerbating the issue. In fact, in the eyes of the customer, the most notable mistake concerns the absence of the human touch. A staggering 52% say it is difficult to reach a live agent, establishing lack of humanity as the #1 pain point in 2024.

“In a time when AI and automation promise so much, it’s concerning that businesses are still missing the mark on delivering meaningful customer experiences. The reliance on technology without the balance of human touch has increased frustration among consumers,” explained Brian Cantor, Managing Director of CCW Digital. “Truly customer-centric brands—those that design experiences from the outside-in—have a unique opportunity to improve key contact center metrics and build significant brand cachet.”

For more information about the CCW Digital Market Trends Study CX Trends, Challenges, and Opportunities and to download the full report and Practicality Guide, please visit: https://www.customercontactweekdigital.com/customer-experience/whitepapers/2024-june-market-study-cx-trends-challenges-opportunities

About Customer Management Practice
The Customer Management Practice (CMP) is a leading market intelligence firm for the customer management industry, offering a comprehensive suite of events, research, marketing, and business development services. As a trusted partner to customer contact executives, CMP addresses the pressing challenges through various channels, including live events such as its industry-leading series, Customer Contact Week, online event communities, and cutting-edge industry research. With research-backed insights and data-driven advisory services, CMP provides its clients with a holistic view of their customer management issues. It delivers new perspectives for executives craving a clear understanding of their strengths and weaknesses relative to their peers and the industry. CMP’s solutions empower executives to develop customer management skills, transforming customers into raving fans. CMP is dedicated to making its client’s customer management rockstars. CMP’s team of experts draws upon years of experience in the industry to provide tailored solutions that meet each client’s unique needs to improve their customer experience, streamline operations, and boost their bottom line. For more information, visit, www.customermanagementpractice.com.

Methodology: To conduct its inquiry into the state of customer experiences, CCW Digital conducted its annual Consumer Preferences Survey in May 2024. The survey polled 530 US-based adults on their sentiments, preferences, and purchasing habits.

View original content to download multimedia:https://www.prnewswire.com/news-releases/new-study-shared-at-ccw-vegas-reveals-alarming-customer-experience-decline-302166231.html

SOURCE CCW: Customer Contact Week

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TS Imagine Expands Integration with Trumid’s Fixed-Income Trading Platform

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41 minutes ago

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July 23, 2026

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Adds Access to Trumid RFQ Automation
and Trumid Full Self Trading (FST™)

NEW YORK, July 23, 2026 /PRNewswire/ — TS Imagine, a leading global cross-asset provider of trading, portfolio, risk management and prime brokerage solutions, announced an expanded workflow integration with Trumid, a financial technology company and leading fixed income electronic trading platform.

The enhanced integration provides TS Imagine clients with broader access to Trumid’s electronic trading ecosystem, including its list-based workflows—Trumid RFQ and Portfolio Trading (PT)—while expanding RFQ automation and cross-protocol capabilities. Clients can now access:

Trumid’s RFQ network, enabling automated workflows through RFQ Auto-Submit via Trumid AutoPilot™ for RFQ, along with API-driven executionHeadless RFQ responder, initiator, and voice inquiry workflows Trumid Full Self Trading (FST™), Trumid’s automated cross-protocol execution capability connecting liquidity and execution opportunities across Trumid RFQ and Swarms, with expansion to Trumid Attributed Trading (firm dealer streams) planned for H2 2026. 

TS Imagine first integrated with Trumid in 2020, including support for Trumid’s Fair Value Model Price (FVMP™) predictive pricing model for corporate bonds.

Alexis Sainte Marie, Fixed Income Product, TS Imagine, said:

“Our expanded relationship with Trumid is an important step for TS Imagine clients seeking greater access to liquidity and workflow automation. We’ve particularly seen significant growth in areas like portfolio trading and RFQ and will continue to work closely with the Trumid team to enhance trading opportunities for our customers.”

Jason Quinn, Chief Product Officer & Global Head of Sales at Trumid, said: 

“Our mutual clients continue to benefit from the integration with TS Imagine, particularly as adoption of Trumid’s list-based workflows continues to accelerate. As clients increasingly engage across multiple Trumid trading protocols, we see additional opportunities to expand our relationship and deliver even greater value for our mutual clients.”

Trumid’s list protocols continued to deliver strong growth during Q2 2026. Trumid RFQ Average Daily Volume (ADV) increased 122% year-over-year, while automated trade volumes executed through Trumid AutoPilot™ for RFQ more than doubled. Trumid PT volume rose approximately 40% year-over-year, with the protocol recording its highest quarterly ADV alongside all-time highs in buy-side participation and lists traded. 

About TS Imagine 

TS Imagine delivers a best-in-class SaaS platform for integrated electronic front-office trading, portfolio management, prime brokerage, and financial risk management. Our global team of technologists continuously develops software and deploys new technologies that empower financial institutions to outperform markets and manage risk in real time. Many of the world’s leading financial institutions trust TS Imagine’s platform to manage their risk exposure and make better trading decisions across derivatives, equities and fixed income, cutting complexity and driving efficiencies.

About Trumid

Trumid is a financial technology company and fixed income electronic trading platform focused on US dollar-denominated Investment Grade, High Yield, Distressed, and Emerging Market bonds. Trumid optimizes the credit trading experience by combining agile technology and market expertise, with a focus on product design. The result is a differentiated ecosystem of protocols and trading solutions delivered within one intuitive platform. Learn more at www.trumid.com.

MEDIA CONTACTS

Greentarget for TS Imagine
tsimagine@greentarget.co.uk

Trumid Press
+1 (212) 618-0300
press@trumid.com

View original content:https://www.prnewswire.com/news-releases/ts-imagine-expands-integration-with-trumids-fixed-income-trading-platform-302832754.html

SOURCE Trumid

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Passage Preparation Wins 2026 CODiE Award for Best Professional Learning Platform

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41 minutes ago

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July 23, 2026

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CHARLOTTESVILLE, Va., July 23, 2026 /PRNewswire/ — Passage Preparation™, a division of K12 Coalition, has been named a 2026 CODiE Award Winner in the category Best Professional Learning Platform.

The CODiE Awards recognize the most innovative products, platforms and services across technology and education. Winners are selected through a rigorous evaluation process led by independent industry experts who assess each solution based on innovation, functionality, market impact, and overall value.

Selected from 228 finalists across 75 categories, the 2026 CODiE Award winners represent the solutions setting new standards for excellence and innovation.

“We are honored to receive this recognition from the CODiE Awards,” said Nathan Estel, Managing Director of Passage Preparation. “This award reflects our team’s commitment to helping aspiring educators build the knowledge, confidence, and instructional expertise they need to succeed on their licensure exams. We remain dedicated to strengthening the educator pipeline through innovative learning experiences that prepare great teachers for the classroom.”

As schools across the country face persistent teacher shortages, Passage Preparation is helping accelerate the path from aspiring educator to licensed classroom teacher. The platform provides comprehensive licensure exam preparation tailored to state certification requirements and subject areas, ensuring candidates focus on the content most relevant to their certification pathway. Developed by experienced teachers and teacher educators, every course is aligned with both licensure standards and evidence-based instructional practices, equipping candidates with the skills they need to succeed on certification exams and in the classroom.

Unlike traditional test-preparation programs that emphasize memorization and test-taking strategies, Passage Preparation builds lasting content knowledge and teaching proficiency through engaging, interactive learning experiences. Candidates benefit from diagnostic assessments that identify strengths and areas for improvement, detailed progress reporting, practice assessments, and personalized study plans. Flexible self-paced learning is complemented by live virtual cohorts that provide instructor guidance, peer collaboration, and accountability, creating a supportive professional learning community for busy educators.

Designed with accessibility and flexibility in mind, Passage Preparation includes tools such as Immersive Reader, offering real-time translation in more than 100 languages, text-to-speech functionality, customizable display settings, and other features that support diverse learning needs. The platform has consistently helped improve certification exam pass rates, enabling many candidates to earn licensure on their first attempt, saving valuable time and costs. By preparing more educators to enter the profession successfully, Passage Preparation helps districts fill critical teaching positions faster and strengthens the educator workforce nationwide.

“The 2026 CODiE Award winners represent some of the most innovative and impactful solutions in the industry,” said Jennifer Baranowski, President of the CODiE Awards. “These organizations are solving meaningful challenges, delivering measurable outcomes, and helping shape the future of technology.”

A complete list of 2026 CODiE Award winners is available at https://codieawards.com/winners.

About K12 Coalition 

K12 Coalition is a collective of specialized education products and services with a common mission to provide a great education for every student in every classroom every day. The company offers deep expertise in solving five macro K-12 education challenges: teacher certification, professional learning, literacy and math curriculum, accelerated student learning through summer school, and district support, including strategic planning and consulting. Learn more at k12coalition.com.

About Passage Preparation

Passage Preparation specializes in providing comprehensive licensure assessment preparation resources designed to bolster teacher confidence and proficiency. These learning resources equip licensure candidates with the knowledge necessary for success on exams and instill in them best teaching practices using methodologies thoughtfully curated to be engaging and aligned precisely with the content covered on the licensure exams. Passage Preparation is part of K12 Coalition, a certified B Corporation helping schools and teachers thrive nationwide.

Media Contact:
Alex Fairchild
K12Coalition@finnpartners.com 

View original content to download multimedia:https://www.prnewswire.com/news-releases/passage-preparation-wins-2026-codie-award-for-best-professional-learning-platform-302832895.html

SOURCE K12 Coalition

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Technology

Knox Systems Partners with Microsoft to Accelerate Secure Government Access to Commercial Innovation on Microsoft Azure

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41 minutes ago

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July 23, 2026

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Strategic collaboration helps software companies bring cutting-edge commercial technology to the U.S. Government faster through Microsoft Azure Government Cloud

NEW YORK and WASHINGTON, July 23, 2026 /PRNewswire/ — Knox Systems (Knox), the largest, longest-running federal managed cloud, today announced a collaboration with Microsoft to help commercial software companies deploy secure, mission-ready solutions on Microsoft Azure Government Cloud for U.S. Government customers.

As demand for modern AI, cybersecurity, data, and enterprise software continues to grow across the public sector, the partnership is designed to reduce the barriers that have historically prevented government agencies from accessing the same technologies already transforming the commercial market.

Knox enables software providers to achieve production-ready federal cloud environments in as little as 90 days through its pre-authorized Federal Managed Cloud. By inheriting a substantial portion of required security controls, companies can reduce the time, effort, cost, and compliance burden associated with deploying compliant government cloud solutions. Combined with Microsoft Azure’s trusted government cloud platform, the collaboration provides an accelerated path for innovative software companies seeking to serve federal civilian and defense customers.

“America’s greatest technology companies shouldn’t spend years navigating compliance before they can help solve government missions,” said Irina Denisenko, CEO of Knox Systems. “Microsoft has built one of the world’s most trusted cloud platforms for government. Knox removes the operational barriers that can keep innovative software companies from deploying secure, compliant solutions on Azure Government. Together, we’re making it dramatically faster for agencies to access the technologies they need, securely, compliantly, and at mission speed.”

The collaboration strengthens Microsoft’s ecosystem for independent software vendors (ISVs) pursuing government opportunities while expanding the pathway for AI-native, cybersecurity, enterprise software, and critical infrastructure companies to bring production workloads to Azure.

“Microsoft is committed to helping software companies innovate for government while meeting the highest standards for security and compliance,” said Jamie Harper, VP, Defense Industrial Base, Microsoft. “Our collaboration with Knox provides organizations with an accelerated path to deploy innovative solutions on Microsoft Azure Government Cloud, helping government agencies gain faster access to the technologies that support critical missions.”

Knox currently operates one of the industry’s largest FedRAMP-authorized managed cloud environments, supporting more than 70 software companies and maintaining 16 US Federal and Department of War Authorizations to Operate (ATOs). Customers including Adobe, Armis, Celonis, BigID, and other leading software providers rely on Knox to bring commercial innovation to government faster while maintaining rigorous security standards.

As AI adoption accelerates across government, the partnership reflects a shared commitment to ensuring agencies can securely leverage the same cutting-edge technologies already powering the commercial economy.

About Knox Systems

Knox Systems operates the largest managed federal cloud, trusted by top agencies and partners across defense and civilian sectors. Built for speed, resilience, and compliance, Knox delivers FedRAMP authorization in 90 days – turning the biggest bottleneck in government IT into the fastest path to modernization. Knox proudly serves Adobe, Celonis, OutSystems, Armis, BigID, and more AI and SaaS providers, accelerating secure innovation across the federal landscape. Learn more at knoxsystems.com.

Media Contact:
knox@w2comm.com

View original content to download multimedia:https://www.prnewswire.com/news-releases/knox-systems-partners-with-microsoft-to-accelerate-secure-government-access-to-commercial-innovation-on-microsoft-azure-302832781.html

SOURCE Knox Systems, Inc

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