Contactless Trends in Hospitality that Improve CX and Calm COVID-19-Weary Nerves
By Sherril Hanson September 27, 2021
The hospitality industry was already working to implement more contactless technologies pre-COVID-19, but the pandemic accelerated many rollouts and pushed trials to implementations. Hotels are experimenting with limited front desk staff, virtual…
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Roundup: CX Mergers and Acquisitions, Funding Activity in September
By Alex Gaw September 24, 2021
The biggest CX acquisition in September was the $12 billion purchase made by financial software giant Intuit of email and marketing services firm Mailchimp (read that story here), with the deal expected to close sometime in 2022. Another prominent…
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Consumers Likely to Shop with Brands that Understand Them This Holiday Season
- By Alex Gaw September 22, 2021
New research about shopping for the upcoming holiday season reveals that consumers are more likely to stick with brands that personalize their offers and show an understanding of their needs. Consumers are also adjusting their behavior by starting…
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COVID-19 Forces Telecom Operators to Adapt Their Customer Service Operations
By Sue Marek September 20, 2021
The COVID-19 pandemic accelerated the speed at which telecom operators shifted toward online customer service tools and e-commerce retail sales. And even with telecom retail stores fully open across the country today, it is expected that consumers…
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Growth Equity Firm Volition Capital Adopts No-Code Platform from Creatio
- By Alex Gaw September 16, 2021
Hoping to boost efficiency by automating workflows related to customer resource management (CRM), growth equity firm Volition Capital turned to global software company Creatio and its no-code platform for help. This is the account told by…
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Powering Excellent CX in the Utility Services Market
By Keith Kirkpatrick September 15, 2021
Most customers only think about their electricity, water, or gas service providers at two times: when their bill comes, and when there is an interruption or problem with the service. However, given the increased use of Internet of Things…
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Intuit to Acquire Mailchimp
- By Alex Gaw September 15, 2021
Intuit, the maker of financial software, is acquiring customer engagement and email marketing services provider Mailchimp in a strategic move aimed at making the combined entity a global technology platform driven by artificial intelligence (AI),…
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Airport CX: Choices, Choices . . . Wait in Line or Read a Book While Sipping a Beverage?
- By Sherril Hanson September 10, 2021
Waiting in lines has long been part of the travel experience. Parking shuttles, rental car vans, baggage check-in, customer service, and security are all points where a long wait can prove not only unpleasant, but potentially trip altering if your…
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Skeepers Group Launches CX Management, A Plug-in to Rationalize Customer Feedback
- By Alex Gaw September 10, 2021
The Skeepers Group, the French-based provider of software as a service (SaaS) solutions, has unveiled a new plug-in that collects data to help streamline the customer feedback process for brands, enabling brands to strengthen their…
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