Personalization and Deep Understanding Need to Be at the Heart of Patient Experience
By Sherril Hanson May 25, 2023
Dr. Adrienne Boissy, Chief Medical Officer, Qualtrics The field of experience management covers not just customer and employee experience, but other categories that are not quite the same as being labeled a “customer” or “consumer,” such...
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Developing Enhanced Experiences and Services to Retain Luxury Customers
By Keith Kirkpatrick May 24, 2023
The News: The Luxury Institute issued a white paper in April 2023 focused on the myths surrounding the definition of luxury and high-net worth (HNW) and ultra-high-net worth (UHNW) customers. The myths revolved around the commonly held beliefs...
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Delta Airlines Rolling Out Personalized Digital Experience for Mobile Devices
- By Sherril Hanson May 19, 2023
The News: First announced at CES 2023, Delta Sync has started rolling out on domestic mainline flights equipped with free Wi-Fi by T-Mobile. Described as a platform that serves up personalized content, access, and offers, passengers use their...
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Data Flexibility Drives Customer Targeting, Insights for The Washington Post
- By Keith Kirkpatrick May 18, 2023
The News: Customer data platform (CDP) vendor ActionIQ released the results of its two-year engagement with The Washington Post, which helped drive business growth and a more holistic reader experience by increasing data flexibility and...
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Airship Launches No-Code App Experience Editor
By Alex Gaw May 10, 2023
Mobile app experience provider Airship recently unveiled App Experience Editor, a no-code native app editing engine, as part of move to innovate and upgrade the company’s App Experience Platform. The new utility, together with Airship...
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Creative Virtual Using Vectorization to Limit ChatGPT Hallucination
- By Keith Kirkpatrick May 3, 2023
Large language models (LLM) and generative AI technologies are the latest must-have technologies that vendors are incorporating into CX platforms and underlying tools. Since the general availability of OpenAI’s ChatGPT late last year, the CX...
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Improving Personalization and Convenience Via Next-Best Action Support
- By Keith Kirkpatrick April 19, 2023
Providing a personalized experience has become table stakes for both B2C and B2B organizations. According to a McKinsey report, more than 70% of customers expect a personalized experience, and companies that excel at personalization generate 40%...
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Navigating to a Better CX Via Inclusive Wayfinding Technology
- By Keith Kirkpatrick April 14, 2023
In public and commercial spaces, wayfinding tools are an essential part of delivering a great customer experience. As anyone who has tried to navigate an unfamiliar transit system, large public building, or shopping mall knows, challenges with...
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Customer Engagement Can Drive Revenue Growth and Support Financial Goals
- By Sherril Hanson April 5, 2023
Even with challenging economic conditions, new Twilio research shows that companies that invested in customer engagement reaped rewards, with 80% meeting financial goals. Data from Twilio’s fourth annual State of Customer Engagement...
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Maintaining and Building Customer Trust in the Face of an Economic Downturn
- By Sherril Hanson December 12, 2022
A lot is being written on how the potential economic recession will affect companies and the customers that interact with them. Layoffs in the tech sector continue, and are inundating the news cycle. Companies will need to pay close attention to...
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Aligning CX with Product-Led Growth Strategies
- By Keith Kirkpatrick December 2, 2022
Product-led growth is a strategy that focuses on the attributes and user experience of a product to help drive growth, compared with simply telling prospects about a product via marketing or advertising. Often based on a freemium model, where users...
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Managing Menu Hacks to Ensure Efficiency and Good CX
- By Keith Kirkpatrick November 1, 2022
One of the key differentiators being used by fast food restaurants is the ability to customize orders, beyond simply asking for additional condiments. ”Menu hacks” like ordering items not on the menu, finding better deals by ordering a base...
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Employee Experience
Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies
Read MoreCX in the Healthcare Industry
Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
Read MoreCX Market Forecasts
Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
Read MoreCustomer Insights & Feedback
Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
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