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CX Innovators - Holly Wagstaff-Bellomo, Dividend Restaurant Group

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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Restaurant customer experience technologies

Balancing Efficiency Against Human Interaction in Restaurants

Restaurants have been at the forefront of customer-facing technology innovation in the past few years, with some pandemic tactics here to stay.

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Flexible product returns

Providing Flexible Product Returns While Limiting Fraud Opportunities

Customers have myriad options to purchase products, at both physical stores and online. To entice customers to purchase from their organizations, many stores will provide hassle-free product returns, with relatively lenient criteria for accepting a...

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Physical digital customer experience

Phygital Experiences to Drive CX in 2023 and Beyond

In just a few years, omnichannel engagement strategies have morphed from a nascent concept to becoming table stakes for most consumer-facing organizations. Largely driven by the shift to digital communication channels, such as SMS, webchat, and...

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Ruby Tuesday CX Innovators

CX Innovators: Kevin FitzPatrick, Ruby Tuesday

Kevin FitzPatrick is currently Senior Vice President, Digital & Performance Marketing at Ruby Tuesday, the Maryville, Tennessee-based restaurant operator with more than 200 locations worldwide. FitzPatrick joined the company about a year ago,...

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Restaurant menu hacks and customization

Managing Menu Hacks to Ensure Efficiency and Good CX

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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Holiday season hiring trends

US Retailers Hesitate to Hire More People for Busy Holiday Season

American retailers remain reluctant to hire more workers for the holidays during the busiest time of the year for stores in the face of deepening economic uncertainty, but the shortage in staffing can also be attributed to a growing lack of...

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Retail customer experience

Managing In-Store Ambience to Support Good CX

In late June, a Bank of America analyst report accused homewares retailer Bed, Bath & Beyond of turning off the air conditioning in its stores to help cut utility costs as the retailer grapples with a significant drop in sales. Bank of America...

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Taco Bell customer experience technology enhancements

Using Tech and Physical Design to Meet Customer Priorities

Taco Bell announced earlier this month that it opened the first of its “Taco Bell Defy” stores in Brooklyn Park, Minnesota, which incorporates automated and other innovative technologies designed to speed up and improve the customer’s...

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Customer experience Latin America

ISC-CX Opens in Brazil to Support Latin America Businesses

ISC-CX, a key provider of CX programs worldwide for more than 20 years and an active presence in the Latin American market in the past decade, is opening an office in Brazil to further strengthen its global capabilities. The new office in Brazil...

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Retail customer experience

Declining Retail Sales Should Not Mean Abandoning CX Efforts

Rising inflation and supply chain issues appear to have hit two major retailers hard this earnings season, with two bellwethers missing Wall Street’s earnings forecasts, plunging each company’s stock price downward on May 18. Target reported a...

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customer experience perceptions

We Are Working – Really!

New York City Mayor Eric Adams late last month roundly criticized members of the New York City Police Department who were spotted by civilians standing around and looking at their phones. The former NYC transit officer asked commuters to take...

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Latest Research

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

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CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

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CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

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Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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