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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Verizon Offers Enterprises AI Tools to Streamline CX
By Sue Marek October 14, 2021
Not only are telecom operators turning to artificial intelligence (AI) and machine learning (ML) tools to streamline their own customer care, but they are also offering AI-based tools to their business customers to help them enhance customer…
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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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Customer Feedback in Travel and Hospitality: Inputs from Everywhere and Anywhere
By Sherril Hanson October 13, 2021
A customer journey during travel can be a complicated, disparate, and non-linear meandering process through digital, voice, and in-person touchpoints. The “how did we do?” written card at the end of a hotel stay is all but ancient history,…
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Businesses Are Better at Handling Customer Expectations Because of Pandemic, Journal Says
By Alex Gaw October 12, 2021
The COVID-19 pandemic compelled brands to speed up their digital transformation that led to vast improvements in brand experiences for customers, according to the publication Customer Strategist, which also covered the way industries responded to…
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Update: M&A and Funding Roundup
- By Alex Gaw October 8, 2021
Leena AI Leena AI, the Palo Alto, California-based automated human resources (HR) and employee helpdesk, announced on September 28 it had raised $30 million in a Series B financing round, bringing the company’s total amount raised…
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Zoom’s Multibillion-Dollar Deal to Acquire Five9 Collapses
- By Alex Gaw October 1, 2021
The $14.7 billion deal involving a bid by video conferencing company Zoom to acquire cloud contact center Five9 fell apart at the 11th hour, scuttled by Five9 shareholder concerns over the recent drop in Zoom’s stock price and the company’s…
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At Bank Customer Experience Summit, Four Experts Share Digital Banking Insights
- By Alex Gaw September 30, 2021
At the recent Bank Customer Experience Summit, held in Chicago from September 13 to 15, four financial experts shared insights on how to succeed in various areas of digital banking. The experts addressed the following four themes: the importance…
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CRM Software Firm Optimove Secures New $75 Million Investment Round
- By Alex Gaw September 27, 2021
Optimove, the privately held developer of web-based marketing and analysis software from Israel, announced on September 27 that it had secured an investment of $75 million in a new funding round, the company announced on its website. The capital…
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