Managing Surges in CX Inquiry Demand
In late January, streaming service Spotify found itself in the middle of a conflict between Joe Rogan, the comedian-turned-podcast host, and rock legend Neil Young. Rogan, host of the Joe Rogan Experience, had come under scrutiny for providing a platform for guests who promoted misinformation about the COVID-19 vaccines. Young, in turn, told Spotify it […]
Addressing Labor Shortages Through Better Employee Experience
As the calendar nears the end of the first month of 2022, it is clear that many of the CX issues and trends raised in Dash Network’s December 2021 white paper focusing on the CX industry in 2021 are likely to continue in 2022, though factors other than the Omicron variant of the COVID-19 pandemic […]
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 begin during the COVID-19 pandemic, the shutdowns underscored the need for brands of […]
The Retail Industry Customer Experience Market Will Reach $10.9 Billion in Revenue by 2026, According to Dash Research
The COVID-19 pandemic and its related recovery trajectory have impacted a wide range of industries, but perhaps none as visible as retail and e-tail. Disruptions to both customer-facing processes (shopping, purchasing, and returns), as well as operational processes (distribution, shipping, and employee/customer safety procedures) forced retailers to deploy new procedures and tools to ensure customers’ […]
Beyond Tech: Training Employees to Deliver Better CX
Technology tools, such as artificial intelligence (AI), automation, and integrated, omnichannel communications platforms, can be extremely useful in providing an excellent customer experience. However, any investment in technology is wasted if humans charged with using that technology are not properly executing the techniques and strategies for creating a welcoming, efficient customer experience. The stakes are […]
Improving Insurance CX via Engagement and Technology
The insurance industry has undergone a considerable evolution over the past decade, as CX and customer service become key differentiators. Providing better CX is a combination of incorporating new technology with a more customer-centric mindset based on more efficiency, convenience, and engagement. Insurers have realized the value in redesigning their systems and processes to support […]
Using Kiosks to Improve CX
The so-called “Great Resignation” is continuing, with data from the U.S. Bureau of Labor Statistics indicating that the number of workers quitting jobs in November 2021 grew to 4.5 million, up from 4.2 million the previous month, and above the prior record of 4.4 million reached in September. And while the US Department of Labor […]
Improving Direct-to-Consumer CX
Selling products or services on a direct-to-consumer (DTC) basis is tailor-made for the digital age. Inherently driven by e-commerce, DTC companies are at a huge advantage over traditional brick-and-mortar retailers, many of which have had to quickly optimize their digital CX, particularly due to the COVID-19 pandemic. Indeed, DTC brands have become a common source […]
Using Social Media to Improve CX
Social media use has become pervasive, with usage cutting across a wide range of demographic segments, geographic regions, and ethnic groups. According to the Digital 2021 October Global Statshot Report published in partnership with We Are Social and Hootsuite, social media users have soared past the 4.5 billion mark globally, representing an increase of more […]
The Pitfalls of Over-Personalization with CX
From a CX perspective, organizations can address personalization & optimization through a variety of approaches. These can range from using very little personalized data, such as simply capturing anonymized browsing data of all users to determine the types of products or services of interest, or by deploying a more personalized approach using zero-party data, which […]
The Power of Zero-Party Data
Customers are increasingly seeking out personalized experiences, but have become wary of third-party trackers, and other surreptitious means of capturing information about their behaviors and actions without their consent. However, the use of zero-party data, or data that a customer intentionally and proactively shares with a brand, increasingly is becoming an important personalization tool being […]
The Customer Experience Market in 2022 Will Continue to Be Heavily Influenced by Labor Issues, Supply Chain Disruptions, and Health and Safety Concerns
As 2021 draws to a close, it is clear that the events and responses to the COVID-19 pandemic continue to significantly impact the customer experience (CX) market, according to a new webinar and companion white paper produced by Dash Research. While some of the most drastic aspects of CX changes due to the pandemic were […]
