How Virgin Media handles workforce management in a hybrid working world This article is sponsored by:
Managing a workforce of call center agents around the world in the new hybrid working environment called for a change of approach.
CRM and customer experience
Adobe Summit - General Motors drives personalization up a gear with Experience Cloud This article is sponsored by:
The automotive giant is using a range of Adobe tools to bring its disparate data sources together and to target customers with value-adding experiences.
Understanding the digital thread and the importance of service in extending the life of an asset
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It's essential to maximize the best possible use of data available in the digital thread of assets in field service management. Joe Kenny of ServiceMax explores the key aspects and the practical achievements that manufacturers, operaters and service can realize by enabling that digital thread.
How McDonald's took complaint resolution from 10 days to 10 seconds with digital vouchers This article is sponsored by:
Working with Ventrica and Zendesk, McDonald's has slashed its customer response time and made significant sustainability gains.
Nationwide moves beyond customer experience surveys to conversational analytics with Qualtrics XM Discover This article is sponsored by:
US financial services giant Nationwide has found that survey have their time and place for improving customer experience - but that real-time data from Qualtrics XM Discover can drive near real-time ‘insight to action’.
Ulta Beauty has a cloud makeover to get more personal with its customers This article is sponsored by:
The US retailer is using the in-memory database alongside a cloud-based micro-services architecture to provide caching support for new customer experiences.
Shopping for online profitability - Kroger CEO Rodney McMullen plays a pragmatic omni-channel long game This article is sponsored by:
Digital is a priority for Kroger, both in terms of convenience for customers and profit (eventually) for the retailer.
UK Power Networks revolutionizes customer support via contact-center-as-a-service This article is sponsored by:
Major energy distributor, UK Power Networks, says cloud-based Content Guru has helped it shoot up the UK customer satisfaction charts
Digital-first, but not digital-only - Williams Sonoma's omni-channel retail execution looks robust This article is sponsored by:
It's getting tougher in the home furnishings retail sector, but Williams Sonoma CEO Laura Alber is upbeat about her firm's omni-channel strategy.
E-commerce declines for Lands' End, but third party online marketplace revenue is up 37.5% year-on-year This article is sponsored by:
Online marketplaces run by other retailers are proving a positive move for Lands' End.
Steady growth from Adobe in FY23 Q1 earnings, generative AI on deck for next week's Summit This article is sponsored by:
Steady earnings progress from Adobe as it reports for Q1 of FY2023 and sets the scene for next week's Adobe Summit and its take on generative AI
Virgin Voyages sets sail with experience data using Qualtrics This article is sponsored by:
As a new business, Virgin Voyages has made it a priority to invest in experience from the start. Key to this has been the use of experience data from Qualtrics.
SAP agrees $12.5 billion Qualtrics sale to Silver Lake and CPP Investments This article is sponsored by:
SAP bought Qualtrics back in 2018, but has been looking for a buyer in recent months, against a challenging macroeconomic backdrop.
