InMoment XI

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations.

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

Avaya

MARCH 13, 2017

Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty. So, why do 65% of customers still believe they put in more effort than a brand to resolve service issues?

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

ShepHyken

SEPTEMBER 4, 2023

Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business. Customer retention can also help build your brand and reputation.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. On the contrary, the hotel remains a highly valued experience offering. By owning this more complete customer journey, the hotel has the opportunity to deliver better experiences and to earn greater guest loyalty.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Optimove

JULY 19, 2022

The hospitality industry is back. With millions of us reaching for our passports and planning a long-overdue getaway, the hospitality sector is expected to grow from $3.9 Better app engagement , enabling hoteliers to ship relevant, valuable messages that guests want to receive – when they want to receive them.

Hotels 52

Hotels Marketing Guest Experience Travel 52

Avaya

FEBRUARY 7, 2017

This without question includes the hospitality industry, where hoteliers are working overtime to stay ahead of today’s rapid pace of innovation. By doing so, guests can escalate any mobile interaction to a video chat session with the touch of a finger—anytime, anywhere via an integrated mobile app (more on this below).

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. The Cathy family have been building their brand based on service (they say hospitality) since 1946.

Sales 113

Sales Hospitality Guest Experience Culture 113

Smith+co CX

DECEMBER 8, 2020

In my last blog I reflected on how customer experience has been impacted by the Covid-19 crisis and which brands are succeeding in spite of it. One of the hardest hit sectors in the is the hospitality industry. So, we recently decided to have a short staycation in the UK to see how hospitality was faring post-lockdown.

Hotels 36

Hotels Hospitality Guest Experience Innovation 36

Thematic

FEBRUARY 13, 2019

I hope you can learn from these customer experience best practices as well. David Garcia (VP of Guest Experiences @ Atlanta Hawks)?. Getting an equal understanding of content and technology. Get embedded with the technology teams to enact faster change. Your product is the brand.

Customer Experience 48

Customer Experience Chief Customer Officer Guest Experience Hospitality 48

Up Your Service

JUNE 14, 2016

LUX* is a successful hospitality group operating in the Indian Ocean as well as other locations. In its previous incarnation, the company suffered from poor financial performance, poor service quality and a weak brand. LUX* Resorts: Staging a Service Revolution in a Resort Chain .

Case Study 40

Case Study Study Marketing Guest Experience 40

Up Your Service

JUNE 14, 2016

LUX* is a successful hospitality group operating in the Indian Ocean as well as other locations. In its previous incarnation, the company suffered from poor financial performance, poor service quality and a weak brand. LUX* Resorts: Staging a Service Revolution in a Resort Chain .

Case Study 40

Case Study Study Marketing Guest Experience 40

Storyminers

APRIL 24, 2018

Vacasa delivers a great guest experience. These are what enable them to economically thrive while delivering consistently good experiences across 8,000 properties around the world. The unique aspects of Vacasa’s business design include: Yield management technology that helps owners optimize pricing. TAKE-AWAYS.

Case Study 100

Case Study Study Culture Guest Experience 100

Storyminers

APRIL 24, 2018

Vacasa delivers a great guest experience. These are what enable them to economically thrive while delivering consistently good experiences across 8,000 properties around the world. The unique aspects of Vacasa’s business design include: Yield management technology that helps owners optimize pricing. TAKE-AWAYS.

Case Study 100

Case Study Study Culture Guest Experience 100

ReviewTrackers

AUGUST 30, 2017

This week: We explain how companies from the finance, healthcare, insurance , and hospitality industries can better connect with their customers. A report from EY suggests that banks should segment their customers by technological and financial knowledge as opposed to basic demographic information, such as age and profession.

Connections 50

Connections Customer Journeys Healthcare Banking 50

Comm100

AUGUST 23, 2018

This year, the company was ranked the most valuable brand in the world , with an estimated brand value of about 150.81 Chatbots Automate Exceptional Experiences. Greg Jones, director of VR and AR at Google, says that the Pokémon GO app has already begun to open consumers up to these technologies. billion U.S.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

ReviewTrackers

MAY 15, 2017

Across all segments of the hotel and hospitality industry, online reputation has become one of the most powerful drivers of revenue and growth. To ensure that your online reputation is driving guests to your hotel — instead of away from it — we created a list of hotel reputation management best practices and tactics. TripAdvisor ).

Hotels 20

Hotels Management Net Promoter Score Social Media 20

Avaya

JUNE 27, 2017

Technology is no longer part of the guest experience; it is the guest experience. Today, 40% of guests now regularly use hotel mobile apps. Overall, two-thirds say they have a better hotel experience when brands leverage the latest technologies. That’s exactly why HITEC 2017 exists.

Hospitality 53

Hospitality Guest Experience Hotels Entertainment 53

ENGAGE.cx

OCTOBER 14, 2015

It’s fair to say the hospitality industry aims to welcome guests to its properties the way a host welcomes visitors into his or her home. Greet the guest by name, make them feel like you’re glad they’re there, and try to accommodate their needs the best you can.

Customer Engagement 40

Customer Engagement Engagement Guest Experience Hospitality 40

North Highland

SEPTEMBER 16, 2019

While overall projections for the industry are still promising, this change is an alarm bell for hospitality and timeshare brands developing data and acquisition strategies for the next decade. Brands were able to target hotel guests, resort partners, or travelers who enjoyed certain types of destinations or entertainment.

Travel 45

Travel ROI CRM Entertainment 45

ShepHyken

OCTOBER 3, 2016

Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline. The heart is now more prominent in the branding. Now he turns to wearable technology (the Apple Watch) to take the guest experience to the next level.

Airlines 123

Airlines Customer Service Infographics Customer Retention 123