Customer Experience Blog. Learn about the Customer Experience (CX) revolution directly from our experts.

2 minutes reading

August 8, 2019

Imagine this: you are sailing away from the crystal blue, serene waters of the Caribbean, about to dock on land and walk off the cruise ship; your vacation has come to an end. The end of any vacation can be a bit depressing, but it’s made even more so if you’ve experienced poor customer experiences […]

4 minutes reading

August 7, 2019

“Hi, what vehicles can I help you see today?” is a typical question you hear when walking into a car dealership. As a petrol head myself, nothing irritates me more than an old-fashioned “used car salesman” sales approach. For too long, the car buying process has been lengthy, burdensome and never truly focused on Customer […]

5 minutes reading

August 7, 2019

Written by: Angelo Beacon Client Executive OZ We have seen a shift in today’s society where prices and products are no longer enough to win and retain customers. According to a Walker study, “By 2020, customer experience will overtake price and product as the key brand differentiator.” Businesses are winning when they adapt accordingly, meanwhile, […]

5 minutes reading

August 7, 2019

Earlier this month, I attended Shoptalk – one of the biggest and fastest-growing retail industry events of the year. In just its fourth year, Shoptalk already has 8400+ attendees and some of the biggest names in both retail and technology. As the VP of OZ’s Retail and Consumer Consulting practice, I’m amazed at how quickly […]

4 minutes reading

August 7, 2019

Clack-Clack-Clack-Clack…. The sound of keystrokes by 14 check-in agents feverishly entering information into their computers to check-in hotel guests standing in a line that snakes down the corridor. This was the scene at a Las Vegas hotel I was staying at while attending a Customer Experience conference. When it was finally my turn, I walked […]

4 minutes reading

August 7, 2019

The top cruise lines are digitally re-imagining the entire cruise experience – from start to finish – to create more personalized, out-of-the-box and futuristic experiences for their guests. As technology becomes more intertwined into people’s everyday routine, the expectation that it will be used to enhance their travel experiences is growing. Let’s consider a typical […]

4 minutes reading

August 7, 2019

Consumers today have sky-high expectations when it comes to travel. They are seeking unique, tailored experiences that will enhance their vacations, as well as their personal lives. For example, travelers on one the nation’s top cruise lines can upload pictures of themselves and their passports to an app and then simply tap a fob to […]

2 minutes reading

August 7, 2019

From sandy beach resorts to cruise ports and amusement parks, there is no doubt that a large part of Florida’s economy revolves around travel and tourism. In 2017, it’s estimated that over 116 million tourists visited the state and 1.1 million people have jobs related to tourism, contributing $51 billion to the state GDP, according to […]


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OZ is a leading global consulting company whose services and solutions enhance Customer Experience through digital innovation.