Using Video to Improve CX
By Keith Kirkpatrick October 22, 2021
If a picture is worth a thousand words, to quote the famous adage, then a video must be worth at least ten times that amount. And given the high quality of today’s video platforms, along with the wide range of devices that can play the content,...
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Medallia Research: Three Practices Separate EX Leaders from Laggards
By Alex Gaw October 22, 2021
New research from global CX and employee experience (EX) company Medallia identifies three key practices that separate EX leaders from the laggards. The common element in all three practices, the research discovered, was a consistent focus on...
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Online Shoppers Have Big Expectations This Holiday Season
- By Alex Gaw October 21, 2021
A new survey reveals that consumers possess heightened expectations for shopping online this holiday season. The most successful retailers during this period will be those that differentiate their offerings through personalization to win over...
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Steps to Transform Contact Centers into Engagement Centers
- By Keith Kirkpatrick October 21, 2021
Contact centers have long played a passive role in delivering customer service, usually handling inbound inquiries related to administrative customer inquiries, technical questions or issues, or general questions about the company, its products and...
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Medallia Acquisition by Thoma Bravo Is Approved
- By Alex Gaw October 20, 2021
Shareholders of global CX company Medallia have approved the $6.4 billion acquisition of the company by private equity firm Thoma Bravo. Under the terms of the agreement first announced in late July, shareholders of San Francisco-based Medallia...
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Alexa Smart Properties for Hospitality Launches in the UK
By Sherril Hanson October 20, 2021
Amazon has announced the launch of Alexa Smart Properties for Hospitality in the UK. This offering is already available in the US and has targeted France as an upcoming market. Alexa Smart Properties for Hospitality helps improve CX in hotels by...
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Survey: More US Employees Feel Empowered to Discuss Well-Being Issues With Employers
- By Alex Gaw October 19, 2021
A new survey shows that the number of American workers today who feel safe in disclosing to colleagues the state of their physical or mental well-being is up considerably compared to levels a year ago. That number, which translates to 78%, is...
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Strategies for Providing an Excellent CX in Real Estate
- By Keith Kirkpatrick October 19, 2021
For most people, the process of searching for and completing the rental or purchase of a home or apartment is among the most stressful experiences they will endure, given the value of the transaction, and the relative complexity of the process. And...
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S&P Study: CX-Driven Firms Provide Higher Equity Yields
- By Alex Gaw October 18, 2021
Digital CX-focused companies enjoy higher equity returns than their digitally delayed counterparts, according to a recent study from financial analytics and intelligence firm S&P Global Ratings and 451 Research. In evaluating the credit...
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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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Report: Good CX Remains Top Issue, Consumers Say
- By Alex Gaw October 15, 2021
A new report on CX trends sheds light on the increasing expectations of consumers more than a year into the COVID-19 pandemic and how the stakes remain high for CX, especially because negative CX could have a profound and adverse impact on...
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Managing Employee Experience Amid COVID-19 Vaccine Mandates
- By Keith Kirkpatrick October 15, 2021
One of the most contentious issues to arise from the COVID-19 pandemic has been the establishment of vaccine mandates, which essentially require all employees of an organization to receive the COVID-19 vaccination in order to remain employed. In...
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