Great article on the importance of sentiment analysis and how it can make your customer service processes smarter and more efficient ⚡️ hospitalitynet.org/opinion/409281…

The Empathy Economy might sound like the title of a Black Mirror episode, but in reality, it’s a fairly new term that has made it into our vernacular following the rise of automation. Here's how it'll change things - twistar.co/blog/the-empat…

You'd be foolish to ignore the power of voice analytics, a market that is estimated to be worth $2.17b by 2022. But why stop at calls? Recording ambient noise in businesses at points of interest creates a huge bank of data to be tapped into. theceomagazine.com/business/innov…

Another great Forbes article about #CustomerExperience. "Be obsessed, be empathetic, be proactive" We could not agree more! forbes.com/sites/theyec/2…

Great example of companies leveraging data to understand their customer. "Through customer analytics from the wireless network, businesses can develop better in-store experiences, create targeted marketing campaigns and ultimately boost sales." biztechmagazine.com/article/2019/0…

"Shopping is changing and so is customer behaviour. Here are the ways that the retail industry will be heading towards in the future" wired.co.uk/article/six-th…

Table-top tech is here - and it's here to stay... restoconnection.com/how-technology…

Consumers are becoming increasingly comfortable with tech becoming a part of their dining experience - just make sure to correctly utilise the wealth of data that can be amassed! www2.deloitte.com/us/en/pages/co…

Banking, retail, utilities and healthcare sectors have failed to listen to customers when undergoing a digital transformation. Despite nearly $5trillion in investment, only 19% of consumers report any significant improvement in the experiences received. thefinancialbrand.com/85798/digital-…

"To truly drive emotional engagement with customers, your organization will need to balance user-focused technology and highly-personalized human connection." gallup.com/workplace/2615…

Forbes has published a worthwhile read on the challenges to big rental accomodation companies of the likes of Homeaway and Airbnb. How can you as a smaller enterprise compete? Read on: buff.ly/2MylCDu

Upserve outlines the possibilities of increased efficiency in restaurants with the introduction of connected devices. Intrigued? Read on: buff.ly/2yqBcce

Marketing interactive's recent article provides insight into Adobe's study on challenges to businesses when it comes to marketing. Get to know your customers was the main takeaway message. Curious? Have a browse: buff.ly/2K8TftU

Hospitality is hugely influenced by the change and rise in #IoT and #CX. Have a read of why Angie Hospitality won the award from hospitality net for their development of the world's first voice and AI solution for the hospitality environment: buff.ly/2LUizWC

Forbes' trusty tips on how to react to competition is a worthwhile read this weekend: buff.ly/2OuWGiX

Which came first, the chicken or the egg? The Telegraph asks the same about CX and digital technology. Intrigued? Go on: buff.ly/2GI5OdA

Phocuswire talks about the different steps in travel experience which can be channelled into different business strategies in the world of travel. FInd out more through their fantastic overview: buff.ly/31aQSwx

Trust IT portal to simplify something complicated into bitesized chunks for us to understand! With so many channels and mediums of communication, it's good to know how to create cohesivness over chaotic content across multiple channels: buff.ly/2ZpJJbc

Forbes wrote an interesting piece on today's job market and the #IoT skills gap present within it. Should schools start employing tech as part of the curriculum? buff.ly/2Kbigos

The best assistant anticipates rather than reacts. So does the best technology. Find out how to use that to your advantages through the medium of marketing with this great article by econsultancy: buff.ly/2yta7Fd