Personalization in Travel & Hospitality
By Sherril Hanson March 23, 2022
The travel & hospitality segment is ripe for personalization solutions to improve CX. Consumers want more tailored options, and travel-focused companies can use personalization to deepen and expand purchasing behaviors, increase customer…
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Medallia, Qualtrics, and Vurvey Announce Insights and Feedback Solutions
- By Sherril Hanson March 22, 2022
March has been a busy month for CX with multiple customer wins, merger and acquisition activity, and funding announcements. Additionally, the past few weeks have seen several interesting solution announcements from CX technology providers in the…
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New Research from Frost & Sullivan, Qualtrics, Mendix, Nudge, and Yotpo
By Alex Gaw March 21, 2022
In this roundup, four of the five new research reports address organizational or worker-related issues that present seemingly divergent findings. While Frost & Sullivan projects exponential growth for CX innovation, Mendix underscores the CX…
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Methods for Improving Agent Training
By Keith Kirkpatrick March 18, 2022
A primary factor influencing whether customers have positive or negative experiences is still based on interactions between human agents and customers. Even with the use of artificial intelligence (AI)-driven predictions, deflection tools, and…
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Customer Wins for Sprinklr, goHappy, Algolia, Veeva, and ActiveCampaign
- By Alex Gaw March 17, 2022
In this latest roundup of customer wins and case studies, five providers find success in their CX implementations. Unified customer experience management (CXM) provider Sprinklr is tapped by Formula 1 racing team BWT Alpine. For goHappy, new…
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Social Media as a Channel for Customer Insights and Feedback
- By Sherril Hanson March 16, 2022
Social media is yet another channel consumers are heavily using for education, research, shopping and brand interaction, and it needs to be part of every company’s CX strategy. Social media touches every part of the CX market ecosystem, including…
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Technology Providers Launch CommX, the Commerce Experience Collective
- By Alex Gaw March 15, 2022
Five technology providers have banded together to launch the Commerce Experience Collective or CommX, an online community for retailers to grow e-commerce for businesses worldwide, supported with research and data to help the collective in its…
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Leveraging Blockchain to Improve Customer Confidence in Sharing Personal Data
- By Keith Kirkpatrick March 15, 2022
A blockchain is a decentralized, distributed database that stores information electronically, and is designed to permit the collection of information or records in groups, known as blocks. The goal with using a blockchain is to allow digital…
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Managing Corporate and CX Disinformation
- By Keith Kirkpatrick March 14, 2022
So-called “fake news” or disinformation is hardly limited to political topics and discourse, and its roots are far older than the social media platforms which, in recent years, have served as an amplifier.Disinformation also can impact…
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