Travel & Hospitality Sector Turns to Self-Service
By Sherril Hanson October 27, 2021
One of the sectors most affected by the COVID-19 pandemic has certainly been the travel & hospitality industry. Particular pain points include how to handle large spikes in the volume of support requests during staffing shortages and how to…
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Restaurant Software Company Olo to Acquire Customer Personalization Provider Wisely
By Alex Gaw October 27, 2021
Restaurant software as a service (SaaS) platform provider Olo is set to acquire customer intelligence and engagement company Wisely, which is hoping to enable brands to personalize the guest experience during restaurant dining and maximize the…
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EY Survey: “Omnisumers” Offer Energy Providers a New Customer-Focused Opportunity
- By Alex Gaw October 26, 2021
A new type of consumer is at the forefront of the energy transition to renewables, presenting energy providers with compelling opportunities to reshape their business and connect with customers, a new report reveals. The report, Navigating the…
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Online Shoppers Have Big Expectations This Holiday Season
- By Alex Gaw October 21, 2021
A new survey reveals that consumers possess heightened expectations for shopping online this holiday season. The most successful retailers during this period will be those that differentiate their offerings through personalization to win over…
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Medallia Acquisition by Thoma Bravo Is Approved
- By Alex Gaw October 20, 2021
Shareholders of global CX company Medallia have approved the $6.4 billion acquisition of the company by private equity firm Thoma Bravo. Under the terms of the agreement first announced in late July, shareholders of San Francisco-based Medallia…
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Alexa Smart Properties for Hospitality Launches in the UK
- By Sherril Hanson October 20, 2021
Amazon has announced the launch of Alexa Smart Properties for Hospitality in the UK. This offering is already available in the US and has targeted France as an upcoming market. Alexa Smart Properties for Hospitality helps improve CX in hotels by…
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Survey: More US Employees Feel Empowered to Discuss Well-Being Issues With Employers
- By Alex Gaw October 19, 2021
A new survey shows that the number of American workers today who feel safe in disclosing to colleagues the state of their physical or mental well-being is up considerably compared to levels a year ago. That number, which translates to 78%, is…
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Strategies for Providing an Excellent CX in Real Estate
By Keith Kirkpatrick October 19, 2021
For most people, the process of searching for and completing the rental or purchase of a home or apartment is among the most stressful experiences they will endure, given the value of the transaction, and the relative complexity of the process. And…
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S&P Study: CX-Driven Firms Provide Higher Equity Yields
- By Alex Gaw October 18, 2021
Digital CX-focused companies enjoy higher equity returns than their digitally delayed counterparts, according to a recent study from financial analytics and intelligence firm S&P Global Ratings and 451 Research. In evaluating the credit…
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