Luke Russell

Consumers love the convenience of the online shopping experience. But, that convenient and quick customer experience isn’t always the same in-store. New research from Accenture reveals that more U.S. shoppers are planning to make purchases...Read More

Omnichannel customer experience is something that all companies strive for, and a powerful technology solution is a necessary first step for organizations that are looking to create connected, effective customer experience. One CX solution...Read More

It used to be based on number of visits. Now, the My Starbucks Rewards loyalty program will be based on how much money customers spend. That was the main message of Monday’s early morning special conference call. Starting in April, in...Read More

Officials at Wyndham Hotel Group are always pushing the envelope, seeking greater ways to interact with customer and instill brand loyalty. Customer engagement just took a new turn via the Wyndham Rewards loyalty program. Earlier this month...Read More

The NFL season may be over, but the Tampa Bay Buccaneers just notched a big victory. The league’s annual “Voice of the Fan” named the franchise first out of 32 teams in Customer Service Experience. The team is no stranger to this...Read More

Amazon Prime is certainly a highly successful loyalty program, whereby members receive free two-day shipping for an annual $99 fee. It now appears as if Amazon is seeking to expand its Amazon Prime membership. Very recently, Amazon raised the...Read More

As marketers strive for customer experience innovation, many companies are running into challenges with both obtaining and utilizing the tools needed to create personalized CX.   During Thursday’s SAP webinar, titled &ldquo...Read More

For Chipotle Mexican Grill Restaurants, the E. coli outbreak it experienced at restaurants in 11 states is now officially in the past, according to the Centers for Disease Control and Prevention. The damage is done and, for Chipotle management...Read More

American Airlines wants to create a bigger and better customer experience. And it plans to tackle that challenge by elevating the lounge experience. American Airlines created the first airport lounge as a retreat for customers in New York in 1939....Read More

Disruption is an interesting word in today’s business landscape. Some companies thrive by disrupting traditional business practices, while others are being forced to play catch up with these innovative newcomers. One of the biggest effects...Read More