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Travel and tourism took a significant hit during the COVID-19 pandemic, with overall travel statistics dropping to unprecedented levels. Still, as pandemic fears gradually dissipate, tourism companies now have a unique chance to refresh their approach to customer experience (CX). The vehicle tourism market represents adventure and discovery, with people having access to boats, camper […]

The popularity of the sharing economy continues to grow, with consumers more willing than ever to try new mobile apps and new services that emerge in the peer-to-peer (P2P) space. Uber, Airbnb, JustPark, Zipcar, and many others have contributed to a flourishing sharing economy. In 2021, the industry attracted 86.5 million customers in the US […]

In the Age of Amazon, customers expect great experiences to go hand-in-hand with online shopping. When online sellers fail to live up to these expectations, people inevitably shop elsewhere, harming brand loyalty and damaging the bottom line. Finding unique ways to differentiate online experiences in an Amazon-dominated world is the primary challenge for online sellers […]

Organizations in virtually every industry realize that excellent customer experience (CX) is a crucial driver of success, but there is still plenty of room for improvement in healthcare. CX in the healthcare industry — aka, patient experience — has been a tough nut to crack for most companies. While patients have come to expect the […]

Most companies know that investing in employees leads to improved customer experience (CX), but they don’t always realize that the way they treat their team ties directly to CX. In a customer-facing business, front-line employees can make or break CX, so it’s essential to show them the highest levels of respect for their hard work […]

The word “agile” gets tossed around a lot in the contact center trade. Big players promise an agile mindset, agile workforce, and agile technology, but it’s become more of a fancy adjective than an accurate indication of CX agility. Despite the noise surrounding agile, plenty of smaller CX providers, contact centers, and BPOs see it […]

COVID-19 has accelerated digital transformation in the healthcare industry, as medical practitioners and pharmaceutical companies rush to manage growing patient/consumer demand. The healthcare industry is adopting a mix of artificial intelligence (AI), cloud, big data, and robotic process automation (RPA) technologies to optimize legacy systems and streamline processes for physicians, pharmacists, and patients alike. In […]

Not every business needs a large-scale CX partner with tens of thousands of agents at their disposal; sometimes, all you need is an innovative idea and a handful of experts. Boutique customer experience providers may not have the massive headcounts that the big players can offer. Still, they bring a ton of benefits to the […]

The ongoing COVID-19 crisis has affected the world in many unexpected ways, including a spike in customer service calls for many businesses and service providers. Intercom’s research found that almost half of the companies surveyed had their call volumes increase by 51% on average since the start of the pandemic. This influx has overwhelmed companies […]

  Customer experience is all about results.  Whether it is servicing a customer next door or on the other side of the world, what counts for enterprises is ensuring that an end-user is satisfied and willing to provide repeat business at the end of an interaction.  In the case of the US, the growing need […]