The race to own customer experience is on! Customer experience research (CXR) is the process of collecting data regarding the experience customers have with a company. As straightforward as it may sound, CXR is a complex equation that goes as deep as the data will allow.
The hospitality industry focuses heavily on face-to-face communication. However, the digital revolution has now forever changed almost every aspect of our world — perhaps none more so than customer service. Read more
Bad customer service is costing businesses BILLIONS. $537 billion to be precise, according to Vision Critical. With today’s technology when a bad interaction is shared in an instant, businesses cannot afford a negative customer experience.
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Since the Wright brothers first flew Kitty Hawk in 1903, airplanes have come a long way. However, despite the many advantages of air travel, customer service is one of the few things airlines are rapidly tarnishing their reputation over. Read more