NICE inContact

JUNE 27, 2017

With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty. Centralize and simplify.

Omni-Channel 120

Omni-Channel Contact Center Abandon Rate Guest Experience 120

Avaya

FEBRUARY 7, 2017

Here are five ways hospitality leaders and/or IT decision makers can begin building a successful digital strategy: Extend customer communications beyond the call center: Customer relationships are shaped across every business unit at every touch point, so why quarantine communications within the call center?

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

Martin Hill-Wilson

JULY 23, 2016

Booking a hotel room – see Expedia’s early experiments. Being served as a hotel guest – experience Edward at the Radisson Blu Edwardian in London. However, as with any element within an omni-channel ecosystem, bots have their strengths and weaknesses. Ordering lunch – look out for Tacobot on Slack. Bots In Context.

Self Service 40

Self Service Omni-Channel Hotels Course 40

Kustomer

JUNE 9, 2021

Active Communication Is Key. The best way to handle customer complaints is actively communicating with your customer and letting them know you’re working on the problem right away. How can you empower your support team to go above and beyond while they are in active communication with an unhappy customer?

Tourism 96

Tourism eBook Exceptional Customer Service Guest Experience 96

SurveySparrow

JUNE 28, 2023

Example: Disney theme parks strategically map out their customers’ journey, considering everything from ticket purchasing to ride experiences and dining options. They continuously refine these touchpoints to create a seamless and enchanting experience for visitors.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

Comm100

AUGUST 23, 2018

Organic Mobile Experiences Blur Channel Lines. Multichannel” and “omnichannel” have been buzzwords for years now. Omnichannel isn’t actually about channels, it’s about your customers,” Krajewski says. “In But this, according to Murph Krajewski, VP of Marketing at Sharpen, is missing the point.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Playvox

APRIL 14, 2022

Regular training and daily communication reaffirm the gold standard. Having the ability to view agent concurrency in an omnichannel world is also key. Much planning takes place behind the scenes to create experiences that customers will also rave about to friends and family. Don’t Make Guests Wait.

Contact Center 78

Contact Center Self Service Abandon Rate Omni-Channel 78