Using Appointment-Based Shopping to Improve CX
By Keith Kirkpatrick November 18, 2021
The COVID-19 pandemic ushered in many changes, particularly in retail, where the implementation of customer and employee safety protocols, such as sanitizing stations, mask wearing, and social distancing, became commonplace. But even as...
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Private Equity Firms Maintain a Hearty Appetite for CX Growth Investments
By Alex Gaw November 17, 2021
Podium On November 15, communication and payments platform Podium announced it had raised $201 million in Series D funding led by YC Continuity, bringing Lehi, Utah-based Podium’s valuation to more than $3 billion. YC Continuity is...
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Passenger Tracking Systems: A Behind the Scenes CX Technology
By Sherril Hanson November 17, 2021
As the travel industry sputters toward recovery, those in the industry are turning an eye toward technologies that ease painful operational issues, and that provide a positive experience and impression for customers. The patterns of moving through...
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Personalization Is Important, but Marketers Face Many Obstacles
- By Alex Gaw November 16, 2021
Personalization may be important for companies to achieve increased revenue and enhanced CX, but marketers for global retail brands are frustrated by multiple challenges in their efforts to implement the desired trait. The finding is contained...
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B2B Personalization for CX Vendors
- By Keith Kirkpatrick November 16, 2021
One of the key strategies used by business-to-consumer (B2C) companies to improve CX is to personalize each interaction. By capturing and using customer journey data, companies can provide a more personalized experience across marketing, sales, and...
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Is Cutting Customer Service the Answer for Companies to Cope with Rising Inflation?
- By Alex Gaw November 15, 2021
With inflation surging this year, companies across industries are responding not by slashing prices, but by cutting customer service. This was the conclusion reached by a story in The New York Times that recounted how firms were taking steps...
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Telecom Providers See AI as the Secret Sauce for CX
By Sue Marek November 15, 2021
Telecom operators around the world are laser-focused on upgrading their wireless networks from 4G to 5G so they can deliver faster network speeds with less delay and accommodate all types of new applications, from cloud gaming to streaming video....
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Treasure Data Secures $234 Million from Lead Investor SoftBank
- By Alex Gaw November 12, 2021
In what is being called the largest-ever single funding round for a customer data platform (CDP), California-based Treasure Data has secured $234 million in an investment drive led by SoftBank Group Corp., the giant Japanese multinational...
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E-Commerce Lender Qupital Secures New $150 Million Funding to Push Expansion Plans
- By Alex Gaw November 11, 2021
Qupital, the Hong Kong-based provider of capital and financing services to cross-border e-commerce sellers, has raised $150 million to expand business internationally and continue providing lower-cost loans to credit-worthy e-commerce sellers,...
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Staffing Issues Continue in Travel and Hospitality
- By Sherril Hanson November 10, 2021
According to the World Travel and Tourism Council (WTTC), at the height of the COVID-19 pandemic in the spring of 2020, an astonishing 1 million travel and tourism jobs were being lost every day around the world. The slowdown in the industry, in...
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Cisco Unveils New Webex Features
- By Alex Gaw November 9, 2021
Cisco, the computer networking conglomerate headquartered in Silicon Valley, is implementing new features for its Webex video conferencing ecosystem meant to support hybrid work environments, the company said in a recent announcement. The new...
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Connecting Patients, Payers, and Providers to Provide Better CX in Healthcare Delivery
- By Keith Kirkpatrick November 9, 2021
Despite the relatively complex, interdependent spheres of patient needs, provider services, and payment structures, the healthcare industry is among the most widely used ecosystems. However, healthcare use and spending dropped significantly during...
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Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
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Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
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Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
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