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Airport CX: Choices, Choices . . . Wait in Line or Read a Book While Sipping a Beverage?

Waiting in lines has long been part of the travel experience. Parking shuttles, rental car vans, baggage check-in, customer service, and security are all points where a long wait can prove not only unpleasant, but potentially trip altering if your...

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The Journey Behind the Journey: Customer Journey Mapping in Travel

Planning a trip is often a mix of anticipation, excitement, and occasionally frustration. Companies looking to remove friction and pain points during a customer’s interactions with them during the travel process can turn to customer journey...

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Using QR Codes to Improve CX

Although quick response (QR) codes existed long before the COVID-19 pandemic, implementing low- and no-contact interactions in restaurants, retail locations, and other in-person settings helped put QR codes back in the spotlight. While enabling...

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Deploying Tech to Ensure Good CX Amid a Travel & Hospitality Industry Labor Shortage

One of the industries hit hardest by the COVID-19 shutdowns was the hospitality industry, as lockdowns and travel restrictions severely curtailed both business and leisure spending. While many parts of the world have now largely returned to normal,...

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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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