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boutique customer experience

Creating a Boutique Experience to Improve CX

Luxury goods and services traditionally have been differentiated from their mass-market cousins via enhanced marketing, purchasing, and service experiences that are designed to align with the brand’s prestige and positioning. Many of these...

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Nonprofit customer experience

Twilio: Nonprofits Outperform Private Sector in Digital Engagement

New and recent research on nonprofit organizations from Twilio, the San Francisco-based provider of a customer engagement and cloud communications platform, shows that nonprofits outpace the private sector in digital engagement, but achieving or...

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CX and support via SMS

Improving CX and Support via SMS

The use of text messages, or short message service (SMS), has become ubiquitous in the US. Statistics from the Pew Research Center indicate that 97% of Americans own a mobile phone, with 85% of people reporting smartphone ownership. Further, 100%...

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personalized customer experience

Twilio: Investing in Digital Customer Engagement Boosted Revenue by 70%

Companies that invested in digital customer engagement and personalization technologies during the last two years experienced positive impacts on customer retention levels, and also saw a significant boost to their revenue figures, reveals a new...

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CX travel and hospitality products and customers

Travel & Hospitality CX Announcements by Cendyn, mParticle,, and Amadeus

The use of clean, relevant, and accurate data is critical to all aspects of providing great CX. In the travel & hospitality sector, as in others, this data can be used to provide a more personalized engagement with a brand. Well-managed data...

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travel experience personalization

Personalization in Travel & Hospitality

The travel & hospitality segment is ripe for personalization solutions to improve CX. Consumers want more tailored options, and travel-focused companies can use personalization to deepen and expand purchasing behaviors, increase customer...

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e-commerce optimization

Technology Providers Launch CommX, the Commerce Experience Collective

Five technology providers have banded together to launch the Commerce Experience Collective or CommX, an online community for retailers to grow e-commerce for businesses worldwide, supported with research and data to help the collective in its...

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Adobe Launches New Mobile Capabilities in Journey Optimizer

Adobe is introducing new mobile capabilities into the company’s Journey Optimizer tool that will allow brands to engage customers regardless of the customers’ location. Described by Adobe as an end-to-end CX solution as well, Journey...

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Worldwide Social Media Ad Spending Soared to New Highs in 4Q 2021

Global ad spending on social media peaked during the fourth quarter last year, in keeping with the increased level of paid social advertising that brands typically undertake during the holiday season, according to a new report from Emplifi, the...

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Brands Must Rethink Customer Data Strategies as Website Cookies Are Retired

With third-party cookie practices soon headed for obsolescence, the findings from a new survey of CX professionals and marketers in Asia Pacific, the Middle East, and Africa show that brands must find new ways of acquiring intelligence on customer...

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Using Content to Improve CX

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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CX in Gaming: Personalization and Customer Relationship Management

The COVID-19 pandemic caused the suspension of many in-person sporting events, as well as the temporary shutdown of casinos and other gambling outlets. This spurred a large shift to online gaming. The global online gaming (sports betting/gambling)...

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Latest Research

Omnichannel Customer Engagement

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software

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CX for Contact Centers

Case Studies, Market Drivers and Barriers, and Market Sizing and Forecasts Focused on the Adoption of CX Platforms and Applications in Contact Centers

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CX Market Ecosystem

150 Key Players and Industry Participants Providing Offerings in Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Insights & Feedback, and Employee Experience

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CX in the Travel & Hospitality Industry

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

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