Personalization in Travel & Hospitality
By Sherril Hanson March 23, 2022
The travel & hospitality segment is ripe for personalization solutions to improve CX. Consumers want more tailored options, and travel-focused companies can use personalization to deepen and expand purchasing behaviors, increase customer...
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Technology Providers Launch CommX, the Commerce Experience Collective
By Alex Gaw March 15, 2022
Five technology providers have banded together to launch the Commerce Experience Collective or CommX, an online community for retailers to grow e-commerce for businesses worldwide, supported with research and data to help the collective in its...
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Adobe Launches New Mobile Capabilities in Journey Optimizer
- By Alex Gaw February 15, 2022
Adobe is introducing new mobile capabilities into the company’s Journey Optimizer tool that will allow brands to engage customers regardless of the customers’ location. Described by Adobe as an end-to-end CX solution as well, Journey...
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Worldwide Social Media Ad Spending Soared to New Highs in 4Q 2021
- By Alex Gaw February 1, 2022
Global ad spending on social media peaked during the fourth quarter last year, in keeping with the increased level of paid social advertising that brands typically undertake during the holiday season, according to a new report from Emplifi, the...
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Brands Must Rethink Customer Data Strategies as Website Cookies Are Retired
- By Alex Gaw January 27, 2022
With third-party cookie practices soon headed for obsolescence, the findings from a new survey of CX professionals and marketers in Asia Pacific, the Middle East, and Africa show that brands must find new ways of acquiring intelligence on customer...
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Using Content to Improve CX
By Keith Kirkpatrick January 25, 2022
One of the biggest impacts of the shift toward digital marketing and selling has been the increasing use of content that serves to educate and inform, rather than simply promote products or services. While the use of content to improve CX didn’t...
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CX in Gaming: Personalization and Customer Relationship Management
- By Sherril Hanson January 13, 2022
The COVID-19 pandemic caused the suspension of many in-person sporting events, as well as the temporary shutdown of casinos and other gambling outlets. This spurred a large shift to online gaming. The global online gaming (sports betting/gambling)...
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Mastercard to Acquire CX Personalization Firm Dynamic Yield
- By Alex Gaw December 29, 2021
Global payment network processor Mastercard will acquire personalization platform provider Dynamic Yield from McDonald's to enable the global payment network processor to provide its clients with ways to serve better CX. “Mastercard plays a...
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The Pitfalls of Over-Personalization with CX
- By Keith Kirkpatrick December 28, 2021
From a CX perspective, organizations can address personalization & optimization through a variety of approaches. These can range from using very little personalized data, such as simply capturing anonymized browsing data of all users to...
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The Power of Zero-Party Data
- By Keith Kirkpatrick December 27, 2021
Customers are increasingly seeking out personalized experiences, but have become wary of third-party trackers, and other surreptitious means of capturing information about their behaviors and actions without their consent. However, the use of...
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Capital One Is Nation’s No. 1 Bank in Customer Satisfaction, Says JD Power
- By Alex Gaw December 27, 2021
For the second year in a row, Capital One is the top-ranked retail bank in the US for overall customer satisfaction, outscoring eight other national banks for the distinction. The nine national banks in the study, ranked from highest to lowest,...
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Dynamic Yield Report Finds Significant Advances This Year in Personalization
- By Alex Gaw December 16, 2021
A new report on how companies are tailoring CX in their business strategies confirms the preeminence of personalization with the highest-ever level of adoption of the practice among companies this year, carrying significant implications for the...
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