Tag: Digital transformation

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...

Unleashing the power of digital transformation through process mining

In recent years, digital transformation has become an increasingly common trend across the globe. It has gained significant importance due to the rapid advancement of technology and the increasing adoption of digital solutions by customers and businesses. Digital transformation often involves a range of technology initiatives to drive business growth and innovation. Looking at the...

Generative AI: Why traditional chatbots aren’t cutting it anymore

Large language models (LLMs), such OpenAI’s ChatGPT-4 and Google’s Bard, are making headlines as more parts of our economy are getting excited about how artificial intelligence (AI) solutions could be transformative. These LLMs can now handle longer inputs of up to 25,000 words and accept both text...

Put personalisation at the heart of digital transformation

We’re in an experience economy. Consumers have more choices than ever before, and they’re extremely pressed for time. That means organisations need to continually earn their customers’ loyalty. Every aspect of every interaction needs to be seamless and personalised.  But the personalisation consumers expect is rarely the...

Blockchain for social impact: 5 practical use cases

Blockchain might sound like something from the future. But in fact, it’s already integrated into our lives and growing rapidly. Gartner has predicted it will generate a business value of $176 billion by 2025 and $3.1 trillion by 2030.  One of blockchain’s clear...

How to prepare for the generative AI revolution

When you read this article, it’s reasonable to assume that a human has created it. Yet in the near future, it will be just as likely that a machine has written the words you are reading. And that’s thanks to the rise...

What are the best practices and solutions for modern complaint management?

Every company out there knows that it is near impossible to not receive customer complaints at some point, on some level. However, they’re not all doom and gloom, and something to worry about. As Bill Gates says, “your most unhappy customer...