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

inmoment

SEPTEMBER 19, 2019

Last week, I led a roundtable discussion at the Future Guest Experience 2019 conference, where I had a chance to chat with executives and CX experts who are searching for ways to future-proof their guest experiences. Here are a few strategies to get you started: Improving Experiences Today.

Guest Experience 40

Guest Experience Entertainment Hospitality Brands 40

ShepHyken

JUNE 25, 2019

They discuss pursuing your passion, creating convenience, and balancing technology with a human connection. First, the review economy put control in the hands of consumers and allowed them to advocate for what they wanted from companies. There needs to be a balance with technology use. Can technology in business be a bad thing?

Guest Experience 121

Guest Experience Technology Consumers Connections 121

Avaya

FEBRUARY 7, 2017

If research has shown us anything, it’s that companies across virtually every sector are realigning around digitization. So much so that 80% of companies identify digital transformation as their top strategic priority, and nearly half of CIOs plan to spend 50% or more of their time in digital activities by 2021 (compared to 13% currently).

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

Gainsight

NOVEMBER 16, 2022

Typeform earned the Architect Award, which is given to the company that thinks outside the box when it comes to building the best community for its users. The company specializes in creating online forms and surveys that are dynamic and customizable to users’ needs. Defender Award Goes to … Intelliflo.

Guest Experience 52

Guest Experience Hospitality Hotels Financial 52

ShepHyken

SEPTEMBER 4, 2023

With a strong emphasis on hospitality, hotels have mastered the art of creating a welcoming environment and exceeding guests’ expectations. For companies aspiring to enhance their customer service, the hotel industry offers valuable insights and strategies that can be adopted across various sectors.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

ShepHyken

AUGUST 1, 2022

SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. After all, customers make buying decisions based on their experiences, so no matter what originally attracted them, their customer service interactions can dictate loyalty or loss. Want to “deliver delight” to your customers?

Customer Service 70

Customer Service B2C B2B Guest Experience 70

ShepHyken

FEBRUARY 25, 2019

My Comment: If you can’t create trust between your company and your customer, you are destined for failure. This article makes the point that trust is a defining piece of the customer experience. How teaching your employees to provide great guest experiences increases sales by Alyssa Hanson . Really, it’s quite simple.

Customer Service 88

Customer Service Guest Experience B2B B2C 88

Alida

OCTOBER 27, 2017

Starbucks may have fully embraced mobile commerce with the ability to pre-order coffees to go from consumers’ smartphones, but the company recently closed its online store to focus on the in-store experience. Digital plus in-store is a powerful brew. Make it magical.

Retail 154

Retail Examples e-support Entertainment 154

Storyminers

APRIL 24, 2018

That’s why Vacasa , a vacation rental property management company, caught my attention. Here’s a behind-the-scenes look at three key elements that make this company so successful. Vacasa has a smart and adaptive business design based on simultaneously creating a positive customer experience for owners and guests.

Case Study 100

Case Study Study Culture Guest Experience 100

Kayako

SEPTEMBER 26, 2019

It’s likely that one of the first companies that come to mind when talking about humanity in customer communication is Zappos. Even companies operating with remote employees are learning this. Humanistic experience is achieved when employees are armed and enabled to deliver on the brand promise. It’s their humanity.

Communication 130

Communication How To Culture Customers 130

inmoment

JANUARY 28, 2020

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. The implementation of an intelligent tool such as the XI Platform directly increased Auntie Anne’s bottom line, more than justifying the technology investment for skeptical, higher-up business executives.

Guest Experience 52

Guest Experience Effort Score Employee Experience Feedback 52

ShepHyken

SEPTEMBER 24, 2018

(CX360Service) In the last decade, humanity has achieved a significant number of technological advance which are bound to make a huge impact in our lives and the way we do business. Tom Reilly Training) Hilton is known for their award-winning guest experience. How to Add Unexpected Value by Paul Reilly.

Customer Service 88

Customer Service Contact Center B2B Guest Experience 88

CSM Magazine

MARCH 16, 2022

As such, a virtual contact centre was created to support its stores in managing the booking experience, which extended its PCI compliance requirements. As a result, we created a virtual contact centre to support our 85 UK stores, to help reduce administrative burdens on staff in our stores so they can instead focus on the guest experience.

Groups 52

Groups Multi-Channel Guest Experience Government 52

Storyminers

APRIL 24, 2018

That’s why Vacasa , a vacation rental property management company, caught my attention. Here’s a behind-the-scenes look at three key elements that make this company so successful. Vacasa has a smart and adaptive business design based on simultaneously creating a positive customer experience for owners and guests.

Case Study 100

Case Study Study Culture Guest Experience 100

CSM Magazine

SEPTEMBER 28, 2016

Amazon says on its Investor Relation’s page: We seek to be Earth’s most customer-centric company for four primary customer sets: consumers, sellers, enterprises, and content creators. Amazon put a stake in the ground by announcing its hope to be the world’s most customer-centered company. Are they perfect?

Customer Focused 40

Customer Focused Company Airlines Culture 40

SurveySparrow

JUNE 28, 2023

Hence, this blog aims to explore the concept of customer experience optimization and highlight its importance across various sectors, supported by real-world examples. What is Customer Experience Optimization? Encourage cross-functional collaboration to ensure a holistic approach to customer experience optimization.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

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. Walt Disney Company [ DIS ] is also proof that service before sales sells better.

Sales 113

Sales Hospitality Guest Experience Culture 113

Beyond Philosophy

JUNE 5, 2017

Wes has a compartment big enough to hold a couple of towels, and an array of cute sounds and blinking lights that endear him to guests the way Star Wars fans fawn over R2-D2 and BB-8. West Wing’s director of revenue says that he was looking for technology that would be unique and memorable for guests but also helpful to hotel staff.

Hotels 143

Hotels Travel Guest Experience Consulting 143

Avaya

MARCH 13, 2017

Why do 87% think companies fail to deliver consistent brand experiences? They need the right combination of skill, strategy and technology. To meet these expectations, nearly 90% of businesses today compete solely based on the CX. The answer has a lot to do with front office operations (or, more accurately, lack thereof).

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

inmoment

JANUARY 28, 2020

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. The implementation of an intelligent tool such as the XI Platform directly increased Auntie Anne’s bottom line, more than justifying the technology investment for skeptical, higher-up business executives. .

Guest Experience 40

Guest Experience Effort Score Employee Experience Feedback 40

Up Your Service

JUNE 14, 2016

In its previous incarnation, the company suffered from poor financial performance, poor service quality and a weak brand. A change in the leadership of the company led the group through a transformation, which showed positive results within 12 months. Download and discover key lessons in this academic case study now.

Case Study 40

Case Study Study Marketing Guest Experience 40

Up Your Service

JUNE 14, 2016

In its previous incarnation, the company suffered from poor financial performance, poor service quality and a weak brand. A change in the leadership of the company led the group through a transformation, which showed positive results within 12 months. Download and discover key lessons in this academic case study now.

Case Study 40

Case Study Study Marketing Guest Experience 40

Avaya

NOVEMBER 7, 2018

One marked by social proliferation, mobile sophistication, and an evolving workforce that has nearly eliminated the distinction between corporate and personal technology. 71% of employees now want their employer to provide them with the same level of technology they use in their personal lives. In 2010, the idea was comical.

Communication 71

Communication Guest Experience Hospitality Healthcare 71

ReviewTrackers

AUGUST 30, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: We explain how companies from the finance, healthcare, insurance , and hospitality industries can better connect with their customers. Segment Customers by Knowledge.

Connections 50

Connections Customer Journeys Healthcare Banking 50

Michel Falcon Experience

APRIL 13, 2023

We have a very special guest in the virtual building, Cameron Herold, to talk about company culture. I first saw company culture be something that was more than just stuff on your wall or in your break room and perks. When did you first learn that company culture could actually drive growth? Hey everyone.

Culture 60

Culture Company ROI Leadership 60

BirdEye

JUNE 21, 2023

Knowing how your competitors are reacting to new technology will help you forecast your industry’s, along with your own, future. A well-known example of a company that stepped up to fulfill an unmet need is the electric car manufacturer, Tesla, Inc. Airbnb monitors guest feedback without taking on the burden of hundreds of guest rooms.

Analysis 98

Analysis Social Media Hotels Competitive Advantage 98

Bill Quiseng

AUGUST 10, 2015

Their collective insight focuses on all the key ingredients to deliver an exceptional guest experience – hiring the right people, developing the necessary internal systems and hospitality standards, creating the proper service culture, and defining steps for service recovery.

eBook 60

eBook Hospitality Culture Hotels 60

Comm100

AUGUST 23, 2018

Companies that couldn’t deliver are now either history or relics that remind us of another time – think the last Blockbuster. These companies know that customers want user-friendly mobile experiences that they can access on the go (in 2017, 67 percent of website traffic worldwide was generated from mobile devices).

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

NetBase

MARCH 2, 2020

He explained that Social Media Intelligence is the result of applying the right mix of technology, expertise, methodology and process to derive focused, and business relevant insight from digital and social media data. Social Media Intelligence vs Listening, what the difference and why does it matter? Nick Love is happy to tell you.

Social Media 60

Social Media Multi-Channel Leadership Entertainment 60

Clarabridge

MAY 4, 2017

In return, the Lyft customer is now part of every conversation across the company –– and as an added bonus, Clarabridge helped Rebecca and her team increase Lyft’s NPS ! Bruce encouraged all attendees to “ride the big wave,” and make human-centric decisions when looking at rising trends and technologies that will transform businesses.

Customer Service 45

Customer Service Social Media Conference Guest Experience 45

Michel Falcon Experience

MARCH 17, 2023

I discuss all things related to company culture, employee performance, customer experience, and career growth, all to impact the growth of a company. I am in hospitality and restaurants, so often people turn to me to discuss all things related to hospitality and guest experience. I truly appreciate it.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

Kustomer

SEPTEMBER 9, 2021

A common theme among highly successful companies is their mission to put the customer at the center of every business aspect, not just in the hands of the CX crew. Another major component to providing the ultimate customer experience is getting each branch of the company involved in CX in some way. So let us dive right in.

Effort Score 98

Effort Score Contact Center Self Service Metrics 98

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. It does give pause for thought, however, that agile tech companies have proven more apt at filling these gaps: owning more of the customer journey, gathering more detailed data, and making more relevant and personalized offers.

Hotels 40

Hotels Hospitality Loyalty Travel 40

ReviewTrackers

MAY 15, 2017

Whether you’re managing a boutique resort with a dozen rooms or an international destination brand with tens or hundreds of hotel properties around the world, your ability to monitor, influence, and improve the way your hotel is perceived online by existing and potential guests can spell the difference between winning and losing.

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

From planning to booking and the many small events that make up a guest’s stay, there are dozens of touch points to monitor and address in order to make that stay a memorable event and keep them coming back time and again. The intersection of these scores defines the relationship with each guest at any given point in time.

Customer Engagement 40

Customer Engagement Engagement Guest Experience Hospitality 40