Feature Story

Historial Takeaways for Business Leaders Today

When looking for inspiration, business leaders today can learn from the historical commanders who led successful campaigns. Historically, the winners of battles depended as much…

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From Brick and Mortar Mailboxes to the Cloud

After the COVID-19 pandemic, the coming years seem to be full of uncertainties and new possibilities. Change is happening and the structure of businesses and long-standing institutions is in flux.

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Historial Takeaways for Business Leaders Today

When looking for inspiration, business leaders today can learn from the historical commanders who led successful campaigns. Historically, the winners of battles depended as much…

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How Companies Can Aspire to Continual Innovation

It’s impossible to miss: customers want innovative products and experiences more strongly than ever before. But creating a truly innovative customer experience requires a different way of thinking.

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Put the Customer in Your Org Chart

A Chief Experience Officer (CXO) should be an integral part of the modern C-suite, but so many companies still don’t have one. Having an Experience Officer on your leadership team can provide an organizational focus on delivering the kind of personalized customer experience that consumers now expect.

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What an Experience Operations Team Means for Client Success

We spoke with Melanie Romeo, Senior Project Manager on the team supporting the Ocean Medallion experience with Carnival Corporation, to discuss the role Experience Operations plays in today’s hospitality environment.

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3 Ways to Improve the Customer Experience

It’s no longer customer service that sets brands apart. It’s the customer experience. Improving sales and customer retention involves following the customer journey from beginning to end, looking for issues that cause friction for consumers. Taking the steps to improve the customer journey doesn’t just create a one-time boost in sales, but it can keep consumers coming back time and time again.

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7 Tips to Creating the Ultimate Customer Experience

The customer experience (CX) needs to be a top priority for businesses preparing for the new year. Customers have more power than ever at their fingertips to voice their opinions about brands online. This can paint your brand in a positive light or a negative one if your customers are unhappy.

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Customers Know What They Want — Does Your Development Team?

Who understands the needs of customers better? Software developers …. or the customers themselves? The answer should be obvious, but it’s something that businesses can forget when working at breakneck speeds to deploy a new product.

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Breaking the Chain of Command

Sometimes finding the right team for a project can mean looking outside your organization. Especially when it comes to deploying new services, it can make a lot of sense to seek a strategic partnership that can field teams with the right mix of skills.

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Trick or Treat: Using Digital Technology to Help Guests Avoid Unpleasant Surprises

For today’s hotel brands, personalization has never been more important. The act of welcoming guests has gone beyond simple greetings and fresh cookies; it now includes keeping track of their preferences and providing them with a hyper-personalized experience.

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Building the Best Experience Operations Teams

Successful companies are taking customer experience (CX) management to the next level by building an Experience Operations model in their corporate structures. The goal: Transforming the customer experience into something magical.

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Team-Building and the Art of Collaboration

When it comes to the power of teams, a CEO shouldn’t be afraid to think big. Businesses can jumpstart innovation by empowering small teams that can operate outside of their normal organizational structure. At the same time, this requires a culture of collaboration woven into the fabric of the company. 

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Why Marketing and Data Analysis Belong in the C-suite

As CEOs build their executive teams, they can’t overlook the importance of marketing and data analysis both inside and outside their businesses.

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“We’ll Always Have Paris”

The hospitality industry can learn a lot from classic movies. Case in point, Rick’s famous quote from Casablanca — “We’ll always have Paris,” a testament to the power of memory to enrich experiences.

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Micro-Solutions and Reaching the Right Customers

For brands looking to thrive in the modern marketplace, one-size-fits-all marketing and the same old boring customer experience won’t cut it for today’s diverse consumer base. People want to be treated as individuals, and they expect that personalized approach to carry over throughout their entire customer journey.

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