Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. By David Harrington.

Hospitality 74

Hospitality Travel Industry Brands 74

Customer Bliss

JANUARY 17, 2019

As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019. When Lisa started working at Netspend in 2006, the company was relatively small and was in an industry that didn’t really exist before the company itself existed. #CX

Connections 190

Connections Company How To Chief Customer Officer 190

Experience Investigators by 360Connext

MAY 19, 2020

Here are five ways to create a cohesive employee experience by connecting learning to your employee’s journey overall. How does it connect to the overall mission and purpose of your organization? How does this learning opportunity connect to the customer experience? Understand those key, critical touchpoints. Click To Tweet.

Connections 143

Connections Gamification Employee Experience Touchpoint 143

John Paul

AUGUST 28, 2020

Wendy, who has been with John Paul since 2014, talks to us about her daily life as a Travel Manager, the impact of Covid-19 on the travel industry, and what she likes most about her job! Tourism is also a very affected industry. Hello Wendy! Can you explain your evolution at John Paul, and what you do now?

Travel 52

Travel Tourism Management Hotels 52

ijgolding

JULY 25, 2017

Over the last 22 years, I have worked in and with businesses of all shapes and sizes, across multiple industries, all around the world. I secured my very first full-time job in the financial services industry in 1995. However senior I seemed to become, the less connected to leadership I appeared to be. Leadership Imperative.

Customer Centricity 170

Customer Centricity Leadership Connections Banking 170

NetBase

APRIL 17, 2019

Whether traveling by plane, train or cruise ship, there are purchase drivers specific to certain segments of consumers, and some that are common to all, by category! And for good reason – those travelers, in broad categories, are having lots of conversations about travel online, and expressing pretty intense emotion around it as well.

Travel 52

Travel Airlines B2C Groups 52

Optimove

MARCH 31, 2020

Since the outbreak of the novel coronavirus, we noticed a shift in the way leisure companies – travel and ticketing mostly – are approaching their customers. This shift in communication is especially necessary in an industry that has been so dramatically affected by the crisis. Travel & Tourism. Travel Insurance.

Travel 52

Travel Tourism Communication Company 52

SurveySensum

MARCH 17, 2023

The automotive industry has recognized the importance of offering a seamless customer experience and is evolving by adopting new customer experience trends. These statistics demonstrate the growing importance of providing a positive and personalized customer experience in the auto industry.

Automotive 52

Automotive Trends Industry Customer Experience 52

Customer Bliss

JUNE 28, 2018

Let’s face it: the airline industry is tough. That’s right: customers are more satisfied with air travel for the 7th straight year. When it comes to the airline industry, this is critical – especially for the frontline employees who deal with lost luggage, flight delays, and loyalty reward points.

Airlines 135

Airlines Industry Competitive Advantage Travel 135

Grade.us

AUGUST 27, 2019

Are the hospitality and travel industries beholden to hospitality reviews? There are plenty of companies in the hospitality and travel industry that don't have a strong review portfolio. Customers expect you to be present everywhere: Present via travel aggregators like Booking.com. Are they though? Independents?

Hospitality 30

Hospitality Travel Industry Hotels 30

GlowTouch

MARCH 1, 2021

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Connected Cars: How Their Evolution Impacts Consumers & Businesses. Connected cars keep getting more advanced and less exclusive. First Things First, What Are Connected Cars? The Luxury of Entertainment & Convenience.

Connections 52

Connections Consumers Entertainment Travel 52

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. Many businesses in the travel industry have tried out loyalty schemes and reward programs with varied success.

Tourism 56

Tourism Travel Customer Service e-support 56

AWS Machine Learning

SEPTEMBER 20, 2022

This method can enable pharmaceutical customers to seamlessly connect to clinical data stored in their AWS environment, process it using R, and help accelerate the clinical trial research process. SAS and R are two of the most used statistical analysis software used within the pharmaceutical industry. Drug development process.

Industry 80

Industry Analysis Healthcare Data 80

Kitewheel

FEBRUARY 11, 2020

There are two core ways that theme parks have gotten smarter about queue management that the travel industry can learn from. This tip is one that some travel brands have already implemented. If you want to deliver great customer experiences, connecting more people to your owned media and loyalty program is key.

Airlines 52

Airlines Industry Loyalty Programs Travel 52

InMoment XI

OCTOBER 19, 2021

My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand. But also in a broader way to be able to connect unstructured and structured data sources to generate insights from within one platform. The Humble Beginnings of Surveys.

Analytics 493

Analytics Data Customer Experience Social Media 493

GlowTouch

SEPTEMBER 1, 2021

Both the video game and esports industries have experienced explosive growth in recent years. The most significant milestones were reached last year during the height of the pandemic when people were forced to stay home by lockdowns and travel restrictions. Once that happens, however, the possibilities abound.

Industry 52

Industry Trends Video Entertainment 52

2020 Research

APRIL 5, 2023

Our Around the Globe series continues; this time, we travel to Boston, Massachusetts, to speak with Ash Wade. I see this trend providing hyper-growth opportunities for the market research industry. My family loves to travel. I think my primary purpose here is to lead revenue-focused transformation.

Travel 98

Travel Sales Trends Connections 98

COPC

MAY 16, 2019

Aside from the enjoyment I get from experiencing new places and meeting new people, my extensive travels have given me an opportunity to get a firsthand view of what the customer experience is like for many different airlines. In early May, I was scheduled on a United Airlines flight with a connection in Houston, Texas. As a COPC Inc.

Airlines 40

Airlines Connections Travel Hospitality 40

CSM Magazine

NOVEMBER 10, 2023

As the casino industry faced the recession trials and changed player behaviors, loyalty programs emerged as the knights in shining armor. Accidental Travelers — Least frequent travelers, non-members, fairly optimistic and satisfied, youngest, average income, say they may return but seldom seem to do so.

Loyalty Programs 52

Loyalty Programs Loyalty Travel Rewards Programs 52

Eptica

JUNE 8, 2016

The state of UK travel customer experience. Author: James Gladwish The internet has transformed the way we buy our holidays and flights, with the majority of people now booking all or part of their travel online. The one glimmer of hope came from the performance of travel companies on the web. Published on: June 08, 2016.

Travel 48

Travel Airlines Customer Experience Social Media 48

TechSee

OCTOBER 5, 2021

While the lack of drivers affects many industries, the petrol crisis is the most acute as fuel tanker drivers need additional qualifications aside from their HGV license in order to be able to transport petrol, making these drivers an even rarer commodity. How to Ensure Business Continuity. Expect the Unexpected with Remote Visual Assistance.

How To 207

How To Transportation Customer Satisfaction Insurance 207

Steve DiGioia

FEBRUARY 15, 2021

Emotions and the style of speech used is the best way to connect with the customer and to engage in a meaningful conversation. Don’t use slang or industry jargon. Speaking of looking directly at your customer, the best way to connect with your customer is to look at them when you’re speaking. Here are some easy-to-use tips.

Customer Service 348

Customer Service Hotels Customers Travel 348

Customer Bliss

AUGUST 3, 2017

Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. These are primarily digital customers, and while the sample size is great, it’s not necessarily applicable to every industry.

Customer Experience 236

Customer Experience Travel Touchpoint Connections 236

Blake Morgan

JUNE 7, 2023

Between cancellations, inflation, and the lingering impact of the pandemic, it’s been a rough year for the airline industry. However, the industry overall had a positive year, increasing 1% over 2021 for a score of 76. The airline industry has faced a rocky road in the last few years.

Airlines 59

Airlines Customer Experience Data Effort Score 59

Magellan Solutions

JANUARY 19, 2024

Imagine a tired traveler being greeted warmly and efficiently. Creating a connection with customers makes them loyal. Handling Late Arrivals and Early Departures In the fast-paced hospitality industry, not all guests follow a typical schedule. Why is a 24-hour front desk hotel essential in modern hospitality?

Hotels 52

Hotels Hospitality Guest Experience Travel 52

Experience Investigators by 360Connext

APRIL 27, 2021

Don’t stop with just your industry. Travel your customer journey , and look for quick fixes. Every piece of customer communication is a chance to connect. Your customers will feel connected to your brand when Cheryl asks if there’s anything else she can do for them, not when “service@yourdomain” confirms order #IR-1496279-8.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

BirdEye

NOVEMBER 8, 2023

Some include general third-party review site platforms that cover a broad spectrum of products and services, while others specialize in specific industries or cater exclusively to B2B services. For your ease, we’ve segmented all these into business review sites , customer review sites , and industry-specific service and product review sites.

Ecommerce 58

Ecommerce Travel Hotels Social Media 58

Oracle

OCTOBER 25, 2018

Here we take a look at 4 emerging technologies that have the field service industry buzzing, and their potential impacts on customer experience. Wearable technology enables connectivity with remote subject matter experts (SMEs) and allows them to engage in the field experience directly. Dispatcher-less connected mobile employees.

Technology 49

Technology Industry Travel Connections 49

Customer Bliss

MAY 23, 2018

Carolyne has spent her career leading work in the customer service and experience industry. She started off doing customer service work for CUC Travel before it became Cendant Travel, and loved the work. Some process improvements referred to how communication changes could help them understand how to react to customers faster.

Sports 197

Sports Customer Experience Travel B2C 197

Customer Bliss

JULY 23, 2019

Healthcare is one industry that delivers a lot of those monkeys. We are often left to our own devices to ensure that all of our healthcare records, for example, travel with us as we move to different healthcare providers. Monkeys pop up in every industry. Monkeying Around with Healthcare. View this post on Instagram.

Healthcare 173

Healthcare Chief Customer Officer Travel Video 173

Customer Bliss

OCTOBER 11, 2016

He initiated and is leading the strategic transformation of HHonors from a program for only frequent travelers to a club more relevant to all travelers. He is responsible for a multi-billion-dollar, global P&L, including the management of a billion+ dollar franchisee fund. Mark oversees Hilton’s global partnership strategy.

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

TechSee

MARCH 9, 2020

For example, if the customer is trying to set up a new device, the agent can help them with hardware assembly and installation, cabling, connectivity and configuration issues, and syncing the device with an app. The field service industry relies heavily on highly specialized human resources.

Travel 136

Travel Contact Center Transportation Video 136

AWS Machine Learning

MARCH 29, 2024

Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience. If the agent ends the conversation, the customer is notified and the WebSocket connection is closed. This is the second post of a two-part series.

Contact Center 94

Contact Center Chatbots Self Service Touchpoint 94

CSM Magazine

SEPTEMBER 12, 2023

Zenarate serves a growing global customer base within the financial services, insurance, healthcare, telecommunications, technology, retail, and travel industries. Agents are often the only human connection brands have with their customers and prospects. The company recorded 153% year-over-year enterprise client growth.

Training 59

Training Telecommunications Marketing Contact Center 59

Oracle

AUGUST 14, 2018

In 2017, Oracle partnered with SoftBank to connect Pepper with Oracle Service Cloud and Oracle Commerce Cloud. In my brief time speaking with her, I was able to see how industries with a high volume of customer interactions, like retail, could greatly benefit from this collaboration between SoftBank and Oracle.

Retail 174

Retail Conference Travel Innovation 174

CSM Magazine

FEBRUARY 27, 2024

And yet, we still cooperate internationally and connect with others no matter what language we speak! When students travel after learning, they find their experiences to be richer and more worthwhile. One of the most valuable aspects of knowing more than one tongue is being able to connect with more people.

Hospitality 52

Hospitality Resources Government Culture 52

TechSee

SEPTEMBER 22, 2020

Augmented Reality technology is already firmly entrenched in the field service industry and wider adoption is being driven by the need to overcome the operational challenges posed by the COVID-19 pandemic. It can also spot faults such as fine cracks, component misalignments, and issues involving connected equipment and its status.

Self Service 207

Self Service Travel Knowledge Base Technology 207