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Insight Type: Industry News

travel experience personalization
Sherril Hanson

Personalization in Travel & Hospitality

The Post-Pandemic Rise in Different Experience Types and Evolving Travel Personas Spurs Companies to Dig Deeper into Personalization
CX funding and acquisitions
Alex Gaw

Funding and M&A: Emplifi, Birdeye, inFeedo, Affogata, and Dixa

CX Firms Make Waves, Generate Fresh Capital and Equity Investments
telecom customer service
Keith Kirkpatrick

Ditching the Script for Better Telecom Customer Interactions

Removing Data Silos, Serving Relevant Content, Improving Training, and Providing Product Guides Can All Help Customer Service Agents Improve CX
customer insights product announcements
Sherril Hanson

Medallia, Qualtrics, and Vurvey Announce Insights and Feedback Solutions

QR Code Enhancement, AI/Machine Learning Tool for Unstructured Data, and Metrics to Tie Digital Experience to Spend Are Introduced
CX research reports
Alex Gaw

New Research from Frost & Sullivan, Qualtrics, Mendix, Nudge, and Yotpo

Reports Tackle Organizational, Worker, and Consumer Issues
government citizen experience
Alex Gaw

Human-Centered Design and Personnel Are Key to CX Improvements

Officials from VA, USCIS, NetImpact, and ServiceNow Offer Assessment in CX Forum
Patient experience building blocks
Avatar photo
Andrew Broderick

Customer Operations: Building Blocks to Transforming Patient Experience

Competitive Advantage for Best-in-Class in the Brand and Consumer Loyalty Wars
contact center agent training
Keith Kirkpatrick

Methods for Improving Agent Training

Customers Assessing Their Experiences Still Give the Most Weight to Their Interactions with Human Agents
AI customer service
Avatar photo
Sue Marek

Ayla Networks Uses AI to Predict and Prevent Customer Problems

The Company Raised $20 Million in Financing to Expand Its Products and Add More Features to Its AI-based Platform
customer wins and case studies
Alex Gaw

Customer Wins for Sprinklr, goHappy, Algolia, Veeva, and ActiveCampaign

Customers From New Collaborations Include BWT Alpine F1 Team, Hand & Stone Massage, Gymshark, Tec-Med, and Made For Freedom
social media for customer insights and feedback
Sherril Hanson

Social Media as a Channel for Customer Insights and Feedback

Social Media Listening Is an Integral Component of Effective CX Programs
irs taxpayer experience
Alex Gaw

IRS Creates Taxpayer Experience Office to Improve Taxpayer CX

New Office Will Focus on Bettering All Aspects of Taxpayer Transactions
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