New Ikea Virtual Queue Management System Improves CX in Saudi Arabia and Bahrain Stores
By Alex Gaw September 2, 2021
A virtual queue management system introduced at Ikea stores in Saudi Arabia and Bahrain is proving successful in enabling customers to have a more satisfying shopping experience, while also eliminating potential friction and frustration...
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UAE Regional Utility Etihad Water & Electricity Moving to New SAP Solution to Improve CX
- By Alex Gaw September 1, 2021
The regional utility in the United Arab Emirates (UAE) known as Etihad Water & Electricity (EtihadWE) is embarking on a new digitalization initiative to improve CX and achieve other goals, the utility said in a news release dated August 29 on...
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The Journey Behind the Journey: Customer Journey Mapping in Travel
By Sherril Hanson August 31, 2021
Planning a trip is often a mix of anticipation, excitement, and occasionally frustration. Companies looking to remove friction and pain points during a customer’s interactions with them during the travel process can turn to customer journey...
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Qualtrics and Mercer Join Forces for Employee Experience Betterment
- By Alex Gaw August 27, 2021
Qualtrics and Mercer are joining forces in a partnership to help companies provide a more meaningful employee experience (EX), a news release from Qualtrics indicated on the company’s website. The joint initiative, which will enable...
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Report Findings: Consumers Today Are Largely Unexcited by Brands
- By Alex Gaw August 25, 2021
A new survey on customer expectations reveals that companies can no longer separate their product from the customer experience they offer, and that low customer expectations signal fresh opportunities for businesses to find a new approach to...
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Twilio Segment Unveils Developer Toolkit to Craft Distinctive CX
- By Alex Gaw August 24, 2021
Twilio Segment, a customer data platform (CDP) provider, has released a toolkit that the company says allows developers to create and tailor unique CXs intended to deliver greater customer engagement (CE). The Twilio Segment Developer Toolkit...
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Generating and Leveraging Insights from Social Media
By Keith Kirkpatrick August 23, 2021
Love it or hate it, social media has become a fixture for nearly 4.5 billion users around the world, according to statistics published by Datareportal in July 2021, equivalent to nearly 57% of the world’s population. A typical user actively uses...
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New Gartner Survey Identifies Six Gaps Critical to Future Employee Experience
- By Alex Gaw August 20, 2021
A new study from Gartner says that a troubling gap in perception is emerging between executives and employees on areas such as flexible work practices and trustworthiness—issues that could significantly affect employee work strategies in the...
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Using QR Codes to Improve CX
- By Keith Kirkpatrick August 20, 2021
Although quick response (QR) codes existed long before the COVID-19 pandemic, implementing low- and no-contact interactions in restaurants, retail locations, and other in-person settings helped put QR codes back in the spotlight. While enabling...
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Clarifying the CX Alphabet Soup: CRM and CDP
- By Keith Kirkpatrick August 18, 2021
Organizations of all types are increasingly investing in software tools used to manage the overall CX. Two of the key software technologies in use today have similar abbreviations, but actually serve distinct purposes, and in many organizations,...
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Microsoft Acquires Suplari, an AI-Automated Spend and Procurement Startup
- By Alex Gaw August 18, 2021
In its latest string of technology-focused acquisitions, Microsoft has acquired Seattle, Washington-based Suplari, the provider of a cloud-based spend management solution powered by artificial intelligence (AI) that helps companies optimize...
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Adobe Expands Digital Transformation Capabilities to Healthcare and Patient Experience
- By Alex Gaw August 17, 2021
Adobe is expanding the customer experience management (CXM) capabilities of a current product offering into the realm of healthcare, the company said on its website when announcing the solution. Key features of the expanded offering, called...
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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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