Tag: CES

How Tech and AI Is Redefining the Las Vegas Experience

Las Vegas is approaching a year-long decline in terms of tourist numbers and hotel occupancy, with those that do visit are spending less. We were discussing what Vegas needs to do to kick that trend recently, see “Not Vegas, Baby!...

Event Report: Engage Customer Experience Summit, London

This week’s CXM day out saw us take to the leafy autumnal peace of Battersea Park where, in between the trees emerges Evolution, for Engage Customer’s latest event. Set in an events space crammed with customer experience brands and seven...

IATA Offers Airline CX Training on Data and Insight Use

The airline industry continues to focus on digital CX metrics and using data-based insights but for large swathes of the market, there can be little internal formal knowledge about the benefits and use cases. The International Air Transport Association (IATA)...

The great CX productivity debate: are we measuring success the wrong way?

Customer experience (CX) teams are obsessed with productivity metrics, but are we tracking the right things?  Speed, efficiency and resolution rates dominate performance dashboards, shaping how success is defined. But here’s the real question: Does any of it improve the customer...