The relationship between business and customer has changed greatly over the years.  In the past, businesses held the power, offering their service or product without the need to consult customers.  And while that may have worked in the early 2000s, today the modern customer holds the power. With increasing competition, competitive prices, and the ability...Continue Reading

What does omni-channel mean to you?  Over the years, the definition of using multiple channels has changed greatly. At first, it was simply adopting more than one channel, now it’s much more than that. Businesses today must consider the effects of the digital transformation and pandemic on channel preferences, moments of engagement, verbiage and more. ...Continue Reading

Providing insight to evaluate current offerings while also highlighting areas of improvement, and collecting customer feedback can help you build customer relationships and boost bottom lines.Continue Reading

In this blog we’re highlighting contactless channels and the key moments in the hotel journey to engage guests. Because, regardless of what contactless channels you opt for, there are many ways to use them to your advantage.Continue Reading

Whether you’re just getting started with your own CX program or looking to gather more funding for continued growth, in this blog, we’re detailing how you can establish a compelling business case for CX investment.Continue Reading

From positive word-of-mouth marketing, repeat visits, or improved work culture, customer experience has proven time and time again to generate a hefty ROI - convincing businesses around the world to pivot and build thriving customer experiences. Therefore, to showcase its importance and the benefits, here, we share the top 5 reasons why you should start...Continue Reading

Omni-channel engagement is the use of multiple channels, in a cohesive and engaging manner, to serve and communicate with customers. Providing a seamless customer journey, the experience remains consistent, wherever the customer reaches out from.Continue Reading

In this blog post, we’re taking a closer look NPS, CSAT, and CES and how they impact your customer experience in order to help you decide which metric is right for you. Continue Reading

In this blog post, we're taking a look at "closed-loop feedback"; A fundamental tactic to engaging customers and ensuring that all comments and concerns are addressed in order to increase sentiment. In addition to shedding light on what this tactic is, we'll also share key best practices and how to execute "closing the loop" with...Continue Reading

In this blog, to share the relevance of the popular metric, we're breaking down what a customer effort score is, how to measure it, and the best practices for using it.Continue Reading