Michigan State University to Launch CX Master’s Degree
By Keith Kirkpatrick December 15, 2021
In yet another sign that CX has become a separate and distinct business function, Michigan State University (MSU) announced it is starting a new master’s-level degree that is targeted at working CX practitioners and delivered online. Projected to...
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OMB Launches Biden Agenda Calling for Improved CX Within the Federal Government
By Alex Gaw December 1, 2021
The administration of President Joe Biden has identified the need to improve CX within the government as one of three priority areas in an ambitious agenda intended to ensure equity and help the country become stronger. The roadmap, consisting...
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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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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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Strategies for Providing an Excellent CX in Real Estate
- By Keith Kirkpatrick October 19, 2021
For most people, the process of searching for and completing the rental or purchase of a home or apartment is among the most stressful experiences they will endure, given the value of the transaction, and the relative complexity of the process. And...
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Managing CX Amid Supply Chain Delays and Disruptions
- By Keith Kirkpatrick October 18, 2021
Supply chain issues continue to dominate the news, as a series of interconnected issues are impacting the flow of goods from the point of manufacture to their intended destinations. Between worker labor shortages, raw material and parts issues, and...
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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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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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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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Manufacturing & Industrial: Using MaaS Platforms to Improve CX
- By Keith Kirkpatrick July 30, 2021
Since the dawn of manufacturing, companies that produce physical products have been constrained by the cost and availability of labor and equipment, and the relatively closed nature of design, review, and production schedules. If a customer wanted...
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Keeping Citizens Informed and Engaged via Technology
- By Keith Kirkpatrick July 29, 2021
The COVID-19 pandemic reinforced the need for government and other public sector agencies to reassess how they are interacting with their constituents, including citizens, tourists, and public sector workers. Government and public health agencies...
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