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Airline customer experience

Airlines Work on Digital Transformation and the Wow Factor

Some recent airline and airport announcements have focused on technologies that definitely provide some futuristic “Wow” moments. However, these technologies will have the most success in improving customer experience if airlines keep in mind...

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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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Pricing and customer experience

Using Pricing Strategies to Influence CX

One of the most basic elements of a customer’s experience with a product or service is its price. Although other factors come into play (how customers are treated, ease of use, and their overall service experience), the bottom line remains a key...

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Captive portals for customer experience

Improving CX Via Captive Portals

Wi-Fi hotspots have become de rigueur for many retail establishments, restaurants, and other locations. By offering complimentary access to the internet to in-person patrons using their mobile devices, companies are offering an added technological...

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Travel personalization

Redpoint Global Finds Room for Improvement in Travel Personalization

The road to travel recovery remains a bumpy one with the industry experiencing labor shortages, rising costs and lingering health and safety concerns. According to recent research by Redpoint Global, travel experience satisfaction remains an area...

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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, Spitch.ai, 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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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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