Merkle B2B Integrates gyro and Merkle|DWA to Create a Full-Service CX Management Offering
By Alex Gaw January 25, 2022
Customer experience management (CXM) company Merkle Inc. is retiring the individual brand names of business-to-business (B2B) agencies gyro and Merkle|DWA, formally integrating the two specialist media and creative firms into the global media and…
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Expedia’s Top 2022 Travel Tech Trends Have a Heavy CX Focus
By Sherril Hanson January 25, 2022
January means an influx of trend articles and forecasts for the travel industry. Expedia Group recently published an interesting list of travel tech trends that its internal technology leaders identified for the coming year. What is striking, but…
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The Retail Industry Customer Experience Market Will Reach $10.9 Billion in Revenue by 2026, According to Dash Research
- January 25, 2022
The COVID-19 pandemic and its related recovery trajectory have impacted a wide range of industries, but perhaps none as visible as retail and e-tail. Disruptions to both customer-facing processes (shopping, purchasing, and returns), as well as…
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Medallia Announces Acquisition of UK Journey Orchestration Firm Thunderhead
- By Alex Gaw January 21, 2022
Medallia, the San Francisco-based CX and employee experience (EX) specialist firm, is set to acquire the UK’s Thunderhead in a strategy aimed at serving the customer journey needs of enterprise technology firms. The provider of software and…
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Frontier Communications Strives to Turn Around Its Customer Care Issues
By Sue Marek January 20, 2022
Armed with a new management team and a new mission, Frontier Communications is trying to transform itself from a struggling landline telecom company into a fiber powerhouse with a whole new approach to customer service. The company, which…
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Consumers Favor Sustainable Brands, but Retailers Believe Otherwise
- By Alex Gaw January 20, 2022
Consumers are willing to spend more on sustainable brands than retailers give them credit for, reveals a new report that largely upends traditional expectations held by the retail industry on the sustainability preferences of shoppers. The…
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Improving Insurance CX via Engagement and Technology
By Keith Kirkpatrick January 18, 2022
The insurance industry has undergone a considerable evolution over the past decade, as CX and customer service become key differentiators. Providing better CX is a combination of incorporating new technology with a more customer-centric mindset…
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CES 2022: Technology Frontiers and the Digital Future of Patient Experience
By Andrew Broderick January 17, 2022
The digital health and wellness category was on prominent display at CES 2022. The opportunity to showcase the latest in tech offerings offered a glimpse into the patient experience (PX) frontier at the intersection of consumer technology and…
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Digital Agency LaneTerralever to Acquire Marketing Firm Convince & Convert
- By Alex Gaw January 14, 2022
LaneTerralever, the digital marketing and branding agency, is acquiring content marketing firm Convince & Convert, with both joining forces to offer a comprehensive suite of CX services under a new umbrella collective to be called Experience…
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