New Report Indicates that Funnels Miss Customer Interactions and Distort Data
By Alex Gaw October 28, 2021
A new report revealed that most funnel analyses deliver misleading data, having missed important customer interactions on company websites. The resulting data, which can be less-than-complete, ambiguous, or even confusing, could end up preventing…
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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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Using Video to Improve CX
By Keith Kirkpatrick October 22, 2021
If a picture is worth a thousand words, to quote the famous adage, then a video must be worth at least ten times that amount. And given the high quality of today’s video platforms, along with the wide range of devices that can play the content,…
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Medallia Research: Three Practices Separate EX Leaders from Laggards
- By Alex Gaw October 22, 2021
New research from global CX and employee experience (EX) company Medallia identifies three key practices that separate EX leaders from the laggards. The common element in all three practices, the research discovered, was a consistent focus on…
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Steps to Transform Contact Centers into Engagement Centers
- By Keith Kirkpatrick October 21, 2021
Contact centers have long played a passive role in delivering customer service, usually handling inbound inquiries related to administrative customer inquiries, technical questions or issues, or general questions about the company, its products and…
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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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Report: Good CX Remains Top Issue, Consumers Say
- By Alex Gaw October 15, 2021
A new report on CX trends sheds light on the increasing expectations of consumers more than a year into the COVID-19 pandemic and how the stakes remain high for CX, especially because negative CX could have a profound and adverse impact on…
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Managing Employee Experience Amid COVID-19 Vaccine Mandates
- By Keith Kirkpatrick October 15, 2021
One of the most contentious issues to arise from the COVID-19 pandemic has been the establishment of vaccine mandates, which essentially require all employees of an organization to receive the COVID-19 vaccination in order to remain employed. In…
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