Maintaining and Building Customer Trust in the Face of an Economic Downturn
By Sherril Hanson December 12, 2022
A lot is being written on how the potential economic recession will affect companies and the customers that interact with them. Layoffs in the tech sector continue, and are inundating the news cycle. Companies will need to pay close attention to...
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Aligning CX with Product-Led Growth Strategies
By Keith Kirkpatrick December 2, 2022
Product-led growth is a strategy that focuses on the attributes and user experience of a product to help drive growth, compared with simply telling prospects about a product via marketing or advertising. Often based on a freemium model, where users...
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Managing Menu Hacks to Ensure Efficiency and Good CX
- By Keith Kirkpatrick November 1, 2022
One of the key differentiators being used by fast food restaurants is the ability to customize orders, beyond simply asking for additional condiments. ”Menu hacks” like ordering items not on the menu, finding better deals by ordering a base...
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Using Pricing Strategies to Influence CX
- By Keith Kirkpatrick October 5, 2022
One of the most basic elements of a customer’s experience with a product or service is its price. Although other factors come into play (how customers are treated, ease of use, and their overall service experience), the bottom line remains a key...
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Improving CX Via Captive Portals
- By Keith Kirkpatrick September 6, 2022
Wi-Fi hotspots have become de rigueur for many retail establishments, restaurants, and other locations. By offering complimentary access to the internet to in-person patrons using their mobile devices, companies are offering an added technological...
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Demystifying the CX Technology Stack
- By Keith Kirkpatrick August 22, 2022
The planning and implementation of a coherent and unified strategy for improving the CX of an organization usually requires a full understanding of the types of customers served, their needs and desires, how they purchase products and services, and...
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Redpoint Global Finds Room for Improvement in Travel Personalization
- By Sherril Hanson May 27, 2022
The road to travel recovery remains a bumpy one with the industry experiencing labor shortages, rising costs and lingering health and safety concerns. According to recent research by Redpoint Global, travel experience satisfaction remains an area...
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Creating a Boutique Experience to Improve CX
- By Keith Kirkpatrick May 17, 2022
Luxury goods and services traditionally have been differentiated from their mass-market cousins via enhanced marketing, purchasing, and service experiences that are designed to align with the brand’s prestige and positioning. Many of these...
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Twilio: Nonprofits Outperform Private Sector in Digital Engagement
By Alex Gaw May 16, 2022
New and recent research on nonprofit organizations from Twilio, the San Francisco-based provider of a customer engagement and cloud communications platform, shows that nonprofits outpace the private sector in digital engagement, but achieving or...
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Improving CX and Support via SMS
- By Keith Kirkpatrick April 28, 2022
The use of text messages, or short message service (SMS), has become ubiquitous in the US. Statistics from the Pew Research Center indicate that 97% of Americans own a mobile phone, with 85% of people reporting smartphone ownership. Further, 100%...
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Twilio: Investing in Digital Customer Engagement Boosted Revenue by 70%
- By Alex Gaw April 21, 2022
Companies that invested in digital customer engagement and personalization technologies during the last two years experienced positive impacts on customer retention levels, and also saw a significant boost to their revenue figures, reveals a new...
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Travel & Hospitality CX Announcements by Cendyn, mParticle, Spitch.ai, and Amadeus
- By Sherril Hanson April 12, 2022
The use of clean, relevant, and accurate data is critical to all aspects of providing great CX. In the travel & hospitality sector, as in others, this data can be used to provide a more personalized engagement with a brand. Well-managed data...
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