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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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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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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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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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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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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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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Verizon Offers Enterprises AI Tools to Streamline CX
By Sue Marek October 14, 2021
Not only are telecom operators turning to artificial intelligence (AI) and machine learning (ML) tools to streamline their own customer care, but they are also offering AI-based tools to their business customers to help them enhance customer...
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Improving CX in Sports and Entertainment Venues
- By Keith Kirkpatrick October 14, 2021
The return to normal life after the COVID-19 pandemic provided an additional challenge to venue managers: how to keep patrons safe, without negatively impacting the fan experience. After all, keeping patrons safe is a key determining factor in...
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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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