Tag: Digital transformation

AI revolution doesn’t stop: Meta, Qualtrics & Hubspot give us food for thought

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at Meta, Qualtrics, Hubspot and the latest insights about how customer behaviours reflect their care for the environmental issues. Let’s dive into...

How can data analytics help us understand different countries’ unique shopping dynamics? 

Online shopping gathered momentum in the last decade and registered all time high growth during the Covid-19 pandemic. e-Commerce grew 25% in 2020, and sales touched almost US$ 5 trillion in 2021. However, the growth trajectory was not similar across markets. The European Union is a classic example of how each country has unique online shopping dynamics. This is mainly due to differences in consumer...

Finding the balance with hybrid working

Businesses are still struggling to find the equilibrium with remote and hybrid working; ensuring that productivity and efficiency levels are high. Even though we have all been remote working at home for the past couple of years it is still new territory to navigate.  The shift...

Four signs your customer is a quiet critic, and how to give them a voice

Last year a new trend emerged in the workplace: quiet quitting.  Dissatisfied employees, unhappy in their roles, stopped communicating with their employers and kept their complaints and feedback to themselves. Instead of raising their concerns, these disenfranchised employees are now doing the...

Digital transformation takes flight as millennials jet to the sky

The pandemic brought unprecedented challenges to the travel industry, forcing airlines to navigate through a period of uncertainty and adapt to rapidly changing circumstances. Thus, digital transformation emerged as a vital lifeline, providing innovative solutions to tackle these new challenges. Accordingly, 69 per-cent of travellers who contacted the...

Harnessing artificial intelligence to elevate immersive customer experiences

Everyday we are bombarded with countless different distractions. Be it a ping on our phones or smart watches, an email notification on our laptops or an eye-catching advert on a digital billboard – there are endless diversions that pull us...

How hospitality leaders should prepare for travel spending spike

The U.S. travel association has estimated travel spending will increase by 48% in 2023, compared to the pandemic low in 2020. And as expected, the year has got off to a strong start. In January, Barclays reported a 66% increase in travel spending compared to 2022, in spite of the cost of living crisis.  One thing is for certain – hospitality...

Time to trust: publishing industry in the age of  disruption

In 2022, Customer Experience Magazine published its first print issue and distributed more than 500 copies. This was the year the world was recovering from the economic losses caused by the pandemic. At the time, the predictions indicated that non-digital...

Creating and measuring value of service: the healthcare industry perspective with Leslie Pagel

The healthcare industry across the world has entered an era of vulnerability. We are facing staff shortages, a cost of living crisis, and general anxiety among workers and patients. Maintaining a high standard of service has become increasingly challenging.  However, there...

Developing high-quality payment solutions during tech evolution: an interview with Delia Pedersoli

The fintech industry has undergone significant changes in the past three years due to technological advancements. This trend will only continue with the acceleration of generative AI that is expected to change consumer ownership and control over the payment services.  Many...