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Salesforce Unveils Marketing GPT & Commerce GPT for End-to-End Personalization

• By Keith Kirkpatrick June 7, 2023

The News: Salesforce announced on June 7 at Connections its latest generative AI product offerings, Marketing GPT and Commerce GPT. The two products combine generative AI technology with trusted, real-time data from Data Cloud,...

Personalization and Deep Understanding Need to Be at the Heart of Patient Experience

• By Sherril Hanson May 25, 2023

Dr. Adrienne Boissy, Chief Medical Officer, Qualtrics The field of experience management covers not just customer and employee experience, but other categories that are not quite the same as being labeled a “customer” or “consumer,” such...

Improving Personalization and Convenience Via Next-Best Action Support

• By Keith Kirkpatrick April 19, 2023

Providing a personalized experience has become table stakes for both B2C and B2B organizations. According to a McKinsey report, more than 70% of customers expect a personalized experience, and companies that excel at personalization generate 40%...

Visual Customer Support Provides Personalization, Cost Savings, and Insights

• By Sherril Hanson April 10, 2023

Being able to provide personalized and efficient customer support is a crucial contributor to a great customer experience with a brand. There have been many innovations in the contact center and technical support space, with new technologies...

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...

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...

CXN Live: Personalization

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)...

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...