5 Questions with Marco Toscano, Director of CX, Denver International Airport
By Sherril Hanson February 23, 2023
Denver International Airport (DEN) is the third busiest airport in the world and served more than 69 million passengers in 2022. Customer experience (CX) at DEN is described as a guiding principle and core business with the goal of exceeding the...
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Customer Wins for UJET, Sprinklr, Perceptyx, InMoment, and Pisano
By Alex Gaw February 23, 2023
UJET Helps Outdoorsy Adjust to Seasonal Demand UJET recently announced that it had been selected by RV rental firm Outdoorsy to be the foundation of its customer service operations, extending and renewing a partnership that began in 2021....
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New Funding for Workday Ventures, Ushur, OneSignal, and Cleary
- By Alex Gaw February 14, 2023
New CX-related venture fund, startup investment, and acquisition news from several key players in the CX/EX technology ecosystem.
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CX Innovators: Kristi Gole, Global Hotel Alliance
By Clint Wheelock February 10, 2023
Kristi Gole, EVP of Strategy at Global Hotel Alliance (GHA), shares her experience in relaunching a customer loyalty program for 40 global hotel brands.
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Mitel Enters Talks to Acquire Unify
- By Alex Gaw February 10, 2023
Mitel has announced plans to acquire Unify from Atos, a move that would create a more significant player in the global unified communications market.
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Customer Wins: Google Cloud and Deloitte, UKG, Sprinklr, goHappy, and Medallia
- By Alex Gaw February 6, 2023
CX customer wins and case studies for Google, Deloitte, UKG, Sprinklr, GoHappy, and Medallia across several key consumer-centric markets.
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M&A News: Acquisitions by Ardian, Sprout Social, MessageGears, Thoma Bravo, and Invenna
- By Alex Gaw February 6, 2023
CX mergers & acquisition news from Ardian, Sprout Social, MessageGears, Thoma Bravo, and Invenna shows the importance of combining capabilities.
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Building Trust with Citizens Through Better CX
By Keith Kirkpatrick February 3, 2023
Local governments should borrow best practices from commercial brands to increase the level of citizen trust and engagement.
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CX Innovators: Dan Barnhart, Transamerica
Dan Barnhart, lead CX consultant at Transamerica Corporation, offers insights on strategic CX technologies and customer journey optimization.
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Customer Complaints About Airline Hold Times Grow Prominent on Twitter
- By Sherril Hanson February 1, 2023
A new study finds that airlines are among the the worst offenders when it comes to customer hold times, with a rising tide of complaints via Twitter.
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New Funding for Beaconstac, Akia, and Inbenta
- By Alex Gaw February 1, 2023
New CX sector acquisitions and funding news: Beaconstac, Akia, Inbenta, Capacity, Textel, PartnerHero, and SupportOps.
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CX Innovators: Holly Wagstaff-Bellomo, Dividend Restaurant Group
Holly-Wagstaff Bellomo, CMO of Dividend Restaurant Group, offers insights on improving CX across multiple disparate restaurant brands.
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Employee Experience
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Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
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Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
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Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
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