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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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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Five Questions for David Solana, Co-Founder and Co-CEO of OPINATOR
- By Sherril Hanson January 24, 2022
I recently caught up with David Solana, co-founder and co-CEO of OPINATOR, to get David’s insights into the challenges companies face that spur the implementation of insights and feedback systems, the state of omnichannel feedback, and the...
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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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Customer-Facing Workers in UK Are Burned Out
- By Alex Gaw January 21, 2022
Customer-facing workers employed in the UK contact center industry are burned out or perilously close to being so, citing heavier workloads and longer hours since the COVID-19 pandemic began, without a commensurate promotion or increase in pay,...
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Microsoft Introduces New Features in Teams and Viva to Help Frontline Workers
- By Alex Gaw January 21, 2022
Microsoft is launching new capabilities in its Teams and Viva platforms, while also introducing joint offerings with industry partners in a combined initiative to support frontline workers, following new research from the company showing that many...
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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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Beyond Tech: Training Employees to Deliver Better CX
- By Keith Kirkpatrick January 19, 2022
Technology tools, such as artificial intelligence (AI), automation, and integrated, omnichannel communications platforms, can be extremely useful in providing an excellent customer experience. However, any investment in technology is wasted if...
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In Product Reviews, Review Volume and Recency Both Count for Shoppers
- By Alex Gaw January 18, 2022
Product reviews are tremendously important to consumers prior to purchase, new research on the subject shows, and both review volume and review recency do matter to shoppers. Moreover, the study found that consumers were more likely to convert...
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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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Tealium Report: Customer Data Platforms Now Indispensable to Business
- By Alex Gaw January 17, 2022
A new state-of-the-industry report reveals that customer data platforms (CDPs) have become an essential part of marketing portfolios, with demand for the technology growing because of changes to privacy laws and increased online activity fueled by...
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