Second to None

JULY 25, 2019

With new technologies and consumer trends, the concept of customer effort has evolved tremendously over the years. In the current day, customers cannot be bothered to exert any unnecessary energy, and why should they? So what exactly is customer effort and why is it important? Measuring Customer Effort.

Innovation 80

Innovation Effort Score Travel Transportation 80

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Clarivate

AUGUST 2, 2022

In this blog post, we explore some of the best examples of game-changing climate innovation as revealed by company patents. Keep reading to learn how companies are innovating to save our environment, from transport and buildings to energy and food. Climate innovation in transport and buildings. An innovative approach to energy.

Innovation 59

Innovation Transportation Technology Travel 59

NICE inContact

SEPTEMBER 4, 2019

As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform. How Omega continues to utilize CXone APIs for innovative integrations and applications.

Travel 193

Travel Contact Center Innovation Analytics 193

Michelli Experience

AUGUST 31, 2016

All of this disruption is designed to create an enriched customer experience! For the purpose of this blog let’s just focus on two elements of the Domino’s pizza delivery innovation. DRU is able to navigate from a starting point to his destination, selecting the best path of travel. Let your innovation take flight!

Technology 189

Technology Travel Innovation Study 189

CSM Magazine

JULY 10, 2023

As the sun set on London’s iconic River Thames, attendees of our ‘Disrupt on the River’ event found themselves not just on a boat, but at the helm of the future of customer engagement. They also shared insights from their own experiences working with customers to improve their CX. Our mutual goal?

Innovation 52

Innovation Groups Travel Technology 52

Talkdesk

MAY 11, 2020

Internet Travel Solutions (ITS) is a leading, global travel management company that focuses on smart, fast and easy solutions, with products and services to solve customer problems and provide long-term value. Discover our offer for travel and hospitality. Want to know more?

Travel 61

Travel Contact Center Hospitality Innovation 61

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. So, what part does technology play in this?

Technology 133

Technology Customer Experience Social Media Multi-Channel 133

Oracle

DECEMBER 6, 2018

From consumer-focused computer repair, to monitoring large machinery for industrial organizations, field service plays a critical role in delivering a winning customer experience. As the Technology Services Industry Association notes, automation boosts productivity and increases revenues within field services.

Innovation 108

Innovation Customer Experience Self Service eBook 108

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

NetBase

MAY 23, 2019

When we talk about customer care, we now know we’re talking about the entire customer experience – not just isolated moments in-store, or when things go wrong. How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Here are some ways! Immediacy Is Key.

Travel 56

Travel Customer Care Hotels Touchpoint 56

Oracle

AUGUST 14, 2019

As fun and important as travel is, it’s also tough for the human body to weather. Research has shown that travel has the potential to impair coordination, gastrointestinal health, hydration, and more. Comfort optimization has the potential to be travel’s next CX wave. Here are 3 technologies to watch in this space.

Travel 45

Travel Airlines Competitive Advantage Innovation 45

InMoment XI

FEBRUARY 15, 2022

And now, according to our most recent EX & CX Retail Trends research, both customers and employees expect a blended experience. It’s no surprise that being able to buy products online is an expectation, but customers also want options on how to receive said product. But what does the term “blended experience” really mean?

Retail 260

Retail Consumers Social Media eBook 260

TechSee

MARCH 9, 2020

To mitigate the impact of crises such as natural disasters, epidemics and terror attacks, leading companies are adopting innovative remote assistance methods to address the safety concerns of their employees and customers. As COVID-19 becomes even more widespread, more companies are likely to follow suit.

Travel 136

Travel Contact Center Transportation Video 136

C3Centricity

APRIL 17, 2019

Some say California is the centre of internet marketing; the San Francisco area for technology and San Diego for marketing. HEART-CENTERED VERSUS CUSTOMER-CENTRIC. You know that I am a champion of customer centricity. I love to support companies that want to put their customers at the heart of their businesses.

Marketing 198

Marketing Technology Customer Centricity Conference 198

NICE inContact

JULY 29, 2019

billion in annual sales, Omega World Travel is one of the largest travel management companies in the U.S. Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets.

Travel 27

Travel Innovation Virtual Agent Contact Center 27

AWS Machine Learning

MAY 30, 2024

To serve their customers, Vitech maintains a repository of information that includes product documentation (user guides, standard operating procedures, runbooks), which is currently scattered across multiple internal platforms (for example, Confluence sites and SharePoint folders).

Chatbots 99

Chatbots Knowledge Base Innovation Interaction 99

Currency Alliance

JUNE 16, 2020

Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. As more holistic marketing initiatives, loyalty mechanics were harnessed to drive and measure engagement across channels, and across many more customer touchpoints. A disloyal generation?

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Forrester's Customer Insights

JANUARY 4, 2023

Southwest Airline's 2022 holiday travel disaster happened because the airline became a victim of its own success. The weather this winter caused a cascading series of small errors and failures that increased the load on their aging technology infrastructure, causing further failures.

Innovation 49

Innovation Airlines Travel Software 49

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability. Such things as….

Airlines 230

Airlines Travel Transportation Customer Centricity 230

Blake Morgan

MARCH 13, 2023

Looking to be customer-centric? Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Women thrive in customer-centric roles. In celebration of International Women’s Day and following up on a list I created last year , here are 20 more customer-centric companies led by women: 1.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

Storyminers

MAY 27, 2020

We picked the name not only because of Galileo’s prowess as an innovator (he brought the telescope, scientific method, and a mathematical perspective about astronomy to the world’s attention), but because he championed what he believed in. Strategies, customer/employee experiences, and stories to name a few. Here’s the video.

Travel 147

Travel Innovation Video Employee Experience 147

TechSee

JULY 24, 2018

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. Visual engagement has been proven to be a transformative medium for providing customer care.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

Forrester's Customer Insights

MARCH 26, 2024

Of these, Melbourne in summer is obviously the best — but if you’re not based in Australasia, your travel budget probably won’t accommodate a trip to Melbourne, which leaves Amsterdam […] If you want to attend Cisco Live, you have three options: 1) Amsterdam in February; 2) Las Vegas in June; or 3) Melbourne in December.

Innovation 49

Innovation Travel Trends Technology 49

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives. All humans like to collect.

Customer Service 182

Customer Service Video Travel Customers 182

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives. All humans like to collect.

Customer Service 182

Customer Service Video Travel Customers 182

Oracle

FEBRUARY 2, 2018

With millions of subscribers across the world and a breadth of data at their fingertips, streaming companies have started to make CX innovations and optimizations for end users. Let’s take a look at 3 customer experience innovations you can expect from video streaming services in 2018. billion by 2021.

Innovation 81

Innovation Airlines Travel Advertising 81

Magellan Solutions

FEBRUARY 26, 2024

Artificial intelligence (AI) in call centers can enable customer service professionals to focus on essential tasks, as 78% of them stated. The collaboration between AI and call centers is reshaping the customer service paradigm. Discover AI’s valuable yet complex role in enhancing efficiency and improving the customer experience.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

Maz Iqbal

NOVEMBER 11, 2014

What Customer Experience Paths Are Organisations Taking? It occurs to me that under the Customer Experience umbrella one can pursue several distinctive paths. This almost always involves looking at way of reducing customer effort at specific touchpoints e.g. call-centre, or specific customer interactions e.g. when buying something.

Travel 107

Travel Case Study Customer Experience Leadership 107

AWS Machine Learning

MAY 9, 2024

The rapid advancements in artificial intelligence and machine learning (AI/ML) have made these technologies a transformative force across industries. At Amazon, we believe innovation (rethink and reinvent) drives improved customer experiences and efficient processes, leading to increased productivity.

Government 103

Government Policies Guidelines Leadership 103

Oracle

OCTOBER 28, 2019

Anti technology can seem like a bit of an oxymoron in today’s digital age. Yet as brands increasingly work to design digital experiences, others are pushing back to find new ways to limit technologies. Technology makes it easier to go technology free. It’s even turned into a travel trend.

Trends 42

Trends Technology Social Media Travel 42

AWS Machine Learning

AUGUST 16, 2023

This is a guest blog post co-written with Ben Veasey, Jeremy Anderson, Jordan Knight, and June Li from Travelers. Travelers collaborated with the Amazon Machine Learning Solutions Lab (now known as the Generative AI Innovation Center ) to develop this framework to support and enhance aerial imagery model use cases.

Training 71

Training Multi-Channel Travel Innovation 71

ViiBE Blog

AUGUST 31, 2020

With social distancing as the new normal, words like “travel” and “contact” are considered taboo. Customers and companies alike have adapted in unique ways to handle the challenges of the pandemic. The key differentiator is visible in companies that embraced adaptation. Increasing support tickets.

Company 98

Company Omni-Channel Self Service Travel 98

Experience Investigators by 360Connext

APRIL 23, 2015

Have you ever struggled with how you can listen better to your customers? Amy agreed to an impromptu interview at the TripIt Lounge to share some ideas about feedback and customer input for my podcast which I co-host with Adam Toporek , Crack The Customer Code. If you travel a bit, as I do, this app can be a lifesaver.

Social Media 110

Social Media Travel Rewards Programs Innovation 110

Blake Morgan

JANUARY 3, 2023

                 . If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. If a company has the right culture, then investing in the technology that empowers employees is a no brainer.

Airlines 64

Airlines Travel Case Study Employee Experience 64

Blake Morgan

AUGUST 15, 2023

               In customer experience integrating innovation and personalization is key. I had the pleasure of talking with Inspirato President David Kallery, about how they are redefining the luxury travel and hospitality paradigm. Inspirato offers us a glimpse into the future of the luxury customer experience.

Customer Experience 52

Customer Experience Case Study Hospitality Innovation 52

CSM Magazine

NOVEMBER 2, 2023

Miami and Palo Alto, Foundever a global leader in the customer experience (CX) industry, has announced a new strategic partnership with Zenarate, the leading AI Simulation Training solution for customer-facing agents. The Zenarate AI Coach platform is purpose built to develop outstanding customer service and sales agents.

Training 52

Training Customer Experience First Call Resolution Telecommunications 52