InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. It marks the dawn of an era where innovation transcends tradition, compelling the entire industry to follow suit or risk obsolescence.

Hospitality 260

Hospitality Call Center Retail NPS 260

Customer Bliss

JUNE 28, 2018

Vishal Bhalla is the VP & Chief Experience Officer at Parkland Health & Hospital System. Similar to my guest Shawn Smith in my last interview, Vishal also transitioned into healthcare from hospitality, after nearly 20 years in the industry.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

CX Centric

MAY 25, 2021

On Thursday 3rd June we will host the CX Centric Conversation: Driving Growth in the Hospitality Sector through Exceptional Experiences. The Hospitality industry now faces a smorgasbord of unprecedented challenges which have proved to be insurmountable at most instances. Hospitality Challenges. Feel free to sign up here.

Hospitality 52

Hospitality Guest Experience Hotels Tourism 52

Michel Falcon Experience

MARCH 17, 2023

I am in hospitality and restaurants, so often people turn to me to discuss all things related to hospitality and guest experience. This episode is on the golden rule of hospitality, and I want to reframe what that golden rule is. So for me, the golden rule of hospitality is not your choice.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

Avaya

MARCH 13, 2017

We especially see this in one of today’s most customer-centric industries: hospitality. This is a serious issue, considering that the hospitality industry is coming off five consecutive years of employee turnover rate increases. The answer has a lot to do with front office operations (or, more accurately, lack thereof).

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Much of Jackie’s background was in the luxury hospitality industry. Episode overview. She’s on LinkedIn here.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Totango

JUNE 25, 2020

Our CXO Series is a space for leaders across a variety of industries to discuss current challenges and share innovative solutions to drive customer success. SevenRooms is a hospitality platform designed to help operators maximize profits, build customer loyalty, and create truly exceptional guest experiences.

Hospitality 62

Hospitality Industry Guest Experience Customer Success 62

CSM Magazine

AUGUST 17, 2021

There can be no hospitality industry without customer service, and it’s customer service that can make or break a business in the industry. And although the customer is necessarily always right, businesses in the hospitality industry must endeavor to always keep them satisfied. Be Consistent and Innovative.

Hospitality 52

Hospitality Industry Tips Customer Service 52

ReviewTrackers

MARCH 6, 2017

People are bringing technology-fueled expectations to their patient experience, and they are demanding innovation in the way care is delivered and managed. ” Customer Success Story: Nicklaus Children’s Hospital. Nicklaus Children’s Hospital is one of the leading pediatric hospitals in the nation.

Hospitality 85

Hospitality Customer Success Healthcare Automotive 85

CSM Magazine

AUGUST 22, 2023

One innovation leading this transformation is the rise of chatbots, designed not only to streamline processes but to enrich the overall guest experience. These advanced virtual assistants represent a harmonious fusion of technology and hospitality, encapsulating the ethos of modern guest services.

Hotels 52

Hotels Chatbots Hospitality Guest Experience 52

Prophet

JANUARY 15, 2020

This year, Prophet took home 7 Transform APAC Awards that recognized our work in brand strategy, design and innovation across a range of industries. The post How Prophet Creates Winning Hospitality Brands that Stand Out appeared first on Brand and Marketing Consultancy | Prophet. It’s always exciting when our work is recognized.

Hospitality 52

Hospitality Brands Consulting Innovation 52

Maru Group

AUGUST 13, 2020

The hospitality industry faces an unprecedented test with the spread of COVID-19. Hospitality is inherently social. Maru/Matchbox recently facilitated a conversation with a group of hospitality professionals, to provide a forum for the exchange of ideas and to better understand the revolution currently underway.

Hospitality 52

Hospitality Industry Hotels Tourism 52

C3Centricity

MAY 20, 2019

Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. Hospitality is also one of the industries that receives the most comments online, thanks to TripAdvisor and other booking sites. There is no hiding from their clients for hospitality! ” #2.

Industry 218

Industry Strategy Hospitality Hotels 218

TechSee

MARCH 7, 2023

Dr. Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Wired and Dangerous

NOVEMBER 27, 2017

Innovative service is like preparing ramen. Bank customers want accuracy; hospital patients desire cleanliness, and airline passengers expect safety. The woman lets go of her pursuit of precision and embraced the “from the heart” expression of spirit. Add to that your understanding of the fundamentals of your quality service.

Innovation 70

Innovation Airlines Hospitality Banking 70

NetBase

NOVEMBER 21, 2018

No industry is immune to change – and the hospitality industry is no exception. But what changes can hotel brands expect moving forward, and how can they avoid disruption by innovative competitors? The success of Airbnb is the biggest modern example of this for the hospitality industry. What’s the next big thing in hospitality?

Hospitality 43

Hospitality Industry Hotels Social Media 43

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. If you’re in manufacturing, look to the hospitality experts in, well, hospitality. [Originally published in Forbes.com. email, chat, web).

Customer Experience 256

Customer Experience Customer Service Hospitality Hotels 256

Wired and Dangerous

NOVEMBER 5, 2018

The people in any organization with “grunt eyes” are seasoned front-line employees who know the details critical to delivering innovative service. They know the details required to successfully be known for innovative service. They are the ones who can tell how Ms.

Innovation 87

Innovation Hospitality Culture Survey 87

Wired and Dangerous

SEPTEMBER 5, 2014

Lifeguards, the bus schedule, and the spotlessness of a hospital room are all obvious artifacts of promises waiting to be kept. Making trust the centerpiece of innovative service can catapult a service provider into a position of distinction in the eyes of customers.

Innovation 119

Innovation Hospitality Insurance Customer relationships 119

Alida

OCTOBER 17, 2017

Retail, hospitality and other industries are setting a high bar, delivering innovative experiences to their customers. To respond to increasing patient expectations, more health care organizations are looking to retail and hospitality for inspiration on how to improve the end-to-end patient experience. Final thoughts.

Hospitality 247

Hospitality Retail Leadership Culture 247

Oracle

NOVEMBER 27, 2019

Modern retailers understand this new omnichannel reality and are adopting retail innovation strategies to meet shoppers wherever they are — and on whatever device they choose. Fast-food restaurants may get even faster thanks to retail innovation in customer service tech. Revolutionizing the drive-thru experience. The future of retail.

Retail 74

Retail Innovation Trends Ecommerce 74

Bill Quiseng

APRIL 25, 2021

We got everyone involved at all levels of the organizations, followed local, state, and federal guidelines which changed week-to-week, and innovated, looking at every possible solution to keep us safe. QUI TAKEAWAY: At the start of this pandemic, we all worked with a real sense of urgency, innovated, spent money, and elevated our safety game.

Customer Experience 190

Customer Experience Hospitality Guidelines Airlines 190

Magellan Solutions

JANUARY 19, 2024

Why is a 24-hour front desk hotel essential in modern hospitality? The front desk is the heart of a hotel, managing guest experiences and providing 24/7 hospitality. Ready to know the secret to gracious hospitality? We possess extensive hospitality knowledge and can streamline your processes.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

Oracle

NOVEMBER 9, 2020

When reviewing the finalists’ submissions for the Oracle “ Thinker Award for Best Innovation in Sales ,” it became clear that successful innovation gives businesses a much-needed competitive advantage. Let’s take a look at three ways the Markie finalists gained a competitive advantage through innovation.

Competitive Advantage 76

Competitive Advantage Innovation Multi-Channel Banking 76

Middlesex Consulting

NOVEMBER 28, 2016

Then 24-year GE veteran design engineer Doug Dietz got the opportunity to see a new model MRI scanner being installed in the pediatric area of a major hospital. More aggravation for the family and lost revenue for the hospital. Note that the definition of innovation is essentially identical to the definition of customer value creation.

Innovation 60

Innovation Hospitality Healthcare Customers 60

Middlesex Consulting

NOVEMBER 27, 2016

Then 24-year GE veteran design engineer Doug Dietz got the opportunity to see a new model MRI scanner being installed in the pediatric area of a major hospital. More aggravation for the family and lost revenue for the hospital. Note that the definition of innovation is essentially identical to the definition of customer value creation.

Innovation 60

Innovation Hospitality Healthcare Customers 60

Horizon CX

DECEMBER 1, 2023

let’s explore a couple of real-world examples that illustrate the crucial link between CX and strategic goals: Amazon: Customer-Centric Innovation for Market Leadership Alignment with Strategic Goals: Amazon’s relentless focus on customer experience is tightly aligned with its strategic goals.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Think Customers

DECEMBER 18, 2020

The COVID-19 effect Prior to the pandemic, Zak Normandin, founder and CEO of Iris Nova, the parent company of organic beverage brand Dirty Lemon , had a bustling wholesale business selling to hospitality and food services companies—many of which are now struggling to stay open. COVID has forced me to regroup and refocus.”.

Innovation 64

Innovation Retail Hospitality Conference 64

Magellan Solutions

DECEMBER 4, 2023

It guarantees that your hotel thrives by providing top-notch hospitality services. Our goal is to provide exceptional service that sets a new standard for hospitality. We are your partner in providing exceptional hospitality. We will uncover its essence in shaping outstanding hospitality. Read along!

Hotels 52

Hotels Management Hospitality Guest Experience 52

ShepHyken

JULY 29, 2020

By the way, it can be any type of company from any industry—from retail to hospitality to manufacturing and beyond. So be bold with your marketing, your products and your innovations, but be boring when it comes to customer service and experience. Some might call that boring, but we all know it’s not.

Customer Experience 258

Customer Experience Customer Service Hospitality Customer Service Training 258

Clarivate

OCTOBER 24, 2023

To keep pace with the changing landscape of sites of service for surgical procedures, medical device companies are under pressure to evolve their sales and marketing strategies to the expanding non-hospital market. To illustrate the trends in procedural setting (in hospital versus out of the hospital), data from the Clarivate U.S.

Sales 52

Sales Strategy Hospitality Data 52

ShepHyken

MARCH 25, 2024

How to Leverage AI for a Better Customer Experience by Hasan Saleem (FastCompany) The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers. In addition to the findings, there are also suggestions on how to manage the increased expectations.

Loyalty Programs 78

Loyalty Programs Hotels Customer Service Hospitality 78

C3Centricity

JANUARY 4, 2021

How to Improve Customer Centricity in Hospitality. The hospitality industry should be one of the most customer centric of any business, but it often isn’t. After all, hospitality relies on satisfying its guests, doesn’t it? These are being more data-driven, being more innovative, being more collaborative and agile.

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

C3Centricity

OCTOBER 22, 2018

I ended up spending a night in a local University Hospital for the first time in my adult life. All these experiences of hospitals and doctors gave me the superb opportunity to see the health service from the patient’s perspective. As anyone who has been to the emergency room of a hospital knows, patience is important.

Healthcare 202

Healthcare Consumers Customer Service Company 202

Magellan Solutions

SEPTEMBER 9, 2021

Digitally Innovative Types of Technical Support. The post Innovative Types of Outsourced Technical Support for SMEs appeared first on. For any business that has specialized support needs such as particular product expertise, Magellan Solutions ‘ outsourced tech services are the perfect solution. TALK TO US! contact-form-7].

Innovation 52

Innovation Multi-Channel Knowledge Base Social Media 52

Vonage

SEPTEMBER 15, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Paul’s Hotel. Find out more and register now.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

Beyond Philosophy

FEBRUARY 10, 2020

Innovation to imitation is down to weeks. For example, we did work with Memorial Herman Hospital System in Houston many years ago that wanted to improve their patient experience. Now that we had revealed the actual unmet need, the hospital system could address it. Business Growth has been a challenge for many businesses.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172