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CX Dive provides in-depth journalism and insight into the most impactful news and trends shaping the customer service space. The newsletter and website cover topics such as customer service, personalization, loyalty, AI and automation and more. CX Dive is a leading publication operated by Informa TechTarget. Our business journalists spark ideas and shape agendas for 14 million decision-makers in competitive industries.
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CX Dive reposted this
The Seahawks and Patriots kick off the National Football League (NFL) season tonight, so CX Dive took the opportunity to dig into how the league engages its fans — and what CX leaders can learn from it. Shout out to Michael Brady for his great reporting on the NFL’s fan engagement platform and its use of customer journey mapping technology. https://lnkd.in/dXg9FJKC
CX Dive reposted this
Don't miss my conversation with Southwest's Nandika Suri. Nandika shared how Southwest's loyalty strategy is evolving alongside changing customer expectations, how it's winning over a broader customer base and what other industries can learn from airline loyalty. Watch the discussion here: https://lnkd.in/g3jEwxmd
Loyalty isn't just about points or perks. It's about understanding what matters most to Customers and creating experiences that keep them coming back. I recently joined Kristen Doerer to discuss how Southwest is building lasting relationships in an increasingly competitive environment, and why loyalty programs must continue evolving alongside changing Customer expectations. We covered the role of personalization, reducing friction throughout the Customer journey, and how creating meaningful value helps strengthen loyalty over time. Thank you to the Dive Live team for the great conversation. Watch the discussion here: https://lnkd.in/gddKWRAu
Not every piece of customer experience wisdom stands the test of time. Experts highlight six mantras and pieces of advice that can go by the wayside. What's the piece of CX wisdom or advice that you think is ill-informed?
This was a fun one to report for CX Dive. I spoke to experts about what CX mantras are outdated, ready for the can, or otherwise need to be reconsidered. What's the piece of CX wisdom or advice that you think is ill-informed? Thanks to Jon Picoult, Menon Billingsley, Halle Stern, Max Ball and Eric Keller for their insights! https://lnkd.in/g_VE6eDd
Missed Lasting loyalty: Winning and keeping today’s consumer? The full event is now available to watch on-demand. Catch insights from experts across the loyalty, marketing, hospitality and restaurant industries, including: ✓ Applying loyalty data to enrich marketing results ✓ How to win customer loyalty beyond discounting ✓ Experiential offerings that drive hotel loyalty ✓ How leading brands keep customers loyal Watch all sessions on-demand: https://lnkd.in/ewtiVade
⏰ Next week! ⏰ Join us on August 12 for a free virtual event to explore how CX leaders, marketers, and hospitality executives are building lasting customer loyalty, featuring top leaders from leading restaurant chains, hotel brands, and marketing agencies. Register today: https://lnkd.in/eWF5kY4C
CX Dive reposted this
I chatted with Nandika Suri, VP of Rapid Rewards at Southwest Airlines, today about the airline's loyalty strategy. Our conversation made me all the more excited for CX Dive's event next week. Suri and other industry execs will be talking with CX Dive, Marketing Dive, Hotel Dive and Restaurant Dive for a live, virtual event on Aug. 12 at noon ET. We'll be diving into all things loyalty, from loyalty programs and brand affinity to loyalty data and experiential offerings. Join me next Wednesday for more. https://lnkd.in/g3jEwxmd
On August 12, join us for a free virtual event exploring how brands across industries are building loyalty in an increasingly competitive and price-sensitive marketplace. What you'll explore: ✓ How loyalty data can improve marketing performance ✓ Strategies for driving loyalty beyond discounts and promotions ✓ The growing role of experiential rewards and partnerships ✓ Real-world approaches to customer retention and engagement ⭐ Featuring executives from Marriott International, Southwest Airlines, Tropical Smoothie Cafe, VML, Brand Keys, Inc., and Paytronix. Register today: https://lnkd.in/eWF5kY4C
Winning customer loyalty requires more than points and promotions. Today's consumers expect personalized experiences, meaningful engagement, and rewards that deliver real value. Join industry experts from Marriott International, Southwest Airlines, Tropical Smoothie Cafe, VML, Brand Keys, Inc., and Paytronix on August 12 as we explore how leading brands are using customer data, marketing innovation, and experiential offerings to strengthen customer relationships and drive retention. Register for the free virtual event: https://lnkd.in/eWF5kY4C
Customer loyalty is getting harder to earn — and easier to lose. As consumers remain price conscious and expectations continue to rise, brands are rethinking how they attract, engage and retain customers. Join CX Dive, Marketing Dive, Hotel Dive and Restaurant Dive on August 12 for a live virtual event exploring how leading brands are evolving their loyalty strategies, using customer data more effectively, and creating experiences that keep customers coming back. Featured sessions: ✓ Applying loyalty data to enrich marketing results ✓ How to win customer loyalty beyond discounting ✓ How hotels can tap into experiential offerings ✓ How leading brands keep customers loyal Featuring leaders from: Marriott International, Southwest Airlines, Tropical Smoothie Cafe, VML, Brand Keys, Inc., Paytronix, and more. Register for free: https://lnkd.in/eWF5kY4C
CX Dive reposted this
If you're looking for insight into the evolving loyalty landscape, please join CX Dive, three of our sister publications and industry experts on Aug. 12 for a free virtual event discussing the state of loyalty. Topics will include why retention is critical in the current environment and the role of data and AI in personalization, as well as case studies of successful rewards programs in action. You can register for free here: https://lnkd.in/gH5giNVm
