Ian Luck News Today

THE GDSs: The distribution landscape’s backbone for decades, legacy global distribution systems are now grappling with keeping content together

PHOTO: Sarah Kilian | unsplash The majority of companies are ineffective at working customer feedback into corporate decisions, according to a recent Forrester report on the effectiveness of CX and VoC programs. Only 24% of respondents to the survey said customer feedback is effectively addressed. Why is there such a disconnect? And what can brands do to address it? VoC Fix #1: Shift Focus to Outcomes “VoC and CX programs are broken because they’re not well designed to respond to...