Customer Feedback in Travel and Hospitality: Inputs from Everywhere and Anywhere
By Sherril Hanson October 13, 2021
A customer journey during travel can be a complicated, disparate, and non-linear meandering process through digital, voice, and in-person touchpoints. The “how did we do?” written card at the end of a hotel stay is all but ancient history,...
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Businesses Are Better at Handling Customer Expectations Because of Pandemic, Journal Says
By Alex Gaw October 12, 2021
The COVID-19 pandemic compelled brands to speed up their digital transformation that led to vast improvements in brand experiences for customers, according to the publication Customer Strategist, which also covered the way industries responded to...
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Update: M&A and Funding Roundup
- By Alex Gaw October 8, 2021
Leena AI Leena AI, the Palo Alto, California-based automated human resources (HR) and employee helpdesk, announced on September 28 it had raised $30 million in a Series B financing round, bringing the company's total amount raised...
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Zoom’s Multibillion-Dollar Deal to Acquire Five9 Collapses
- By Alex Gaw October 1, 2021
The $14.7 billion deal involving a bid by video conferencing company Zoom to acquire cloud contact center Five9 fell apart at the 11th hour, scuttled by Five9 shareholder concerns over the recent drop in Zoom’s stock price and the company’s...
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At Bank Customer Experience Summit, Four Experts Share Digital Banking Insights
- By Alex Gaw September 30, 2021
At the recent Bank Customer Experience Summit, held in Chicago from September 13 to 15, four financial experts shared insights on how to succeed in various areas of digital banking. The experts addressed the following four themes: the importance...
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CRM Software Firm Optimove Secures New $75 Million Investment Round
- By Alex Gaw September 27, 2021
Optimove, the privately held developer of web-based marketing and analysis software from Israel, announced on September 27 that it had secured an investment of $75 million in a new funding round, the company announced on its website. The capital...
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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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