Using Appointment-Based Shopping to Improve CX
By Keith Kirkpatrick November 18, 2021
The COVID-19 pandemic ushered in many changes, particularly in retail, where the implementation of customer and employee safety protocols, such as sanitizing stations, mask wearing, and social distancing, became commonplace. But even as...
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Personalization Is Important, but Marketers Face Many Obstacles
By Alex Gaw November 16, 2021
Personalization may be important for companies to achieve increased revenue and enhanced CX, but marketers for global retail brands are frustrated by multiple challenges in their efforts to implement the desired trait. The finding is contained...
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B2B Personalization for CX Vendors
- By Keith Kirkpatrick November 16, 2021
One of the key strategies used by business-to-consumer (B2C) companies to improve CX is to personalize each interaction. By capturing and using customer journey data, companies can provide a more personalized experience across marketing, sales, and...
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Acquia Study: Marketers Changed Digital CX Strategies While the Pandemic Raged On
- By Alex Gaw November 5, 2021
A new global research study confirms that marketers all over the world changed their digital CX strategies in one way or another during the last year-and-a-half to remain relevant to consumers while, navigating a marketing landscape dramatically...
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New Report Indicates that Funnels Miss Customer Interactions and Distort Data
- By Alex Gaw October 28, 2021
A new report revealed that most funnel analyses deliver misleading data, having missed important customer interactions on company websites. The resulting data, which can be less-than-complete, ambiguous, or even confusing, could end up preventing...
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Restaurant Software Company Olo to Acquire Customer Personalization Provider Wisely
- By Alex Gaw October 27, 2021
Restaurant software as a service (SaaS) platform provider Olo is set to acquire customer intelligence and engagement company Wisely, which is hoping to enable brands to personalize the guest experience during restaurant dining and maximize the...
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Consumers Likely to Shop with Brands that Understand Them This Holiday Season
- By Alex Gaw September 22, 2021
New research about shopping for the upcoming holiday season reveals that consumers are more likely to stick with brands that personalize their offers and show an understanding of their needs. Consumers are also adjusting their behavior by starting...
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The Power of Personalization in CX
- By Keith Kirkpatrick September 17, 2021
From a commercial perspective, personalization was once limited to marketing or sales activities, often tied to specific actions, such as a previous purchase or a direct-mail offer. However, personalization across the entire customer journey has...
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Powering Excellent CX in the Utility Services Market
- By Keith Kirkpatrick September 15, 2021
Most customers only think about their electricity, water, or gas service providers at two times: when their bill comes, and when there is an interruption or problem with the service. However, given the increased use of Internet of Things...
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CX for Streaming Services
- By Keith Kirkpatrick July 30, 2021
One group of companies that received a massive boost in usage during the COVID-19 pandemic was over-the-top (OTT) video streaming services, such as Netflix, Prime Video, Hulu, Disney+, and Apple TV+. As people complied with stay-at-home guidelines...
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Funding Trends in CX
By Sherril Hanson July 20, 2021
As companies rode out the COVID-19 pandemic, funding activity continued in the CX space. The rapid shifts that companies had to make during this time have only proven how important CX technologies will be to businesses as they aim to provide...
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Merger and Acquisition Activity in the CX Market is Unabated through the COVID-19 Pandemic
- By Sherril Hanson July 6, 2021
Merger and acquisition (M&A) activity in the CX space has continued at a good clip over the past 2+ years and shows no signs of slowing. Consolidation continues in this market as companies seek to both deepen their current offerings and expand...
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