InMoment XI

MARCH 12, 2020

The Role of Artificial Intelligence in Customer Experiences It’s 2020, and most will admit we aren’t where some scientists and experts thought we would be when it comes to flying cars, teleportation, time travel, and other futuristic concepts. View Article.

Innovation 378

Innovation Customer Experience Travel Customers 378

InMoment XI

FEBRUARY 7, 2024

Out of nowhere, citizens were flocking in droves to distant lands, as travel by plane, sea, and car surged. The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. Generic, one-size-fits-all communication and experiences aren’t an effective way to reach them.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

NICE inContact

MAY 6, 2019

Based in Bloomington, Indiana, Gant Travel specializes in corporate travel services for mid-size businesses. Its 81 agents handle a variety of travel reservations 24/7 — approximately 600 every month. With CXone, Gant Travel quickly transformed a negative customer experience to an extremely smooth, efficient one.

Travel 145

Travel Contact Center Wait Times Customer Satisfaction 145

Lumoa

OCTOBER 26, 2022

After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to. One way or the other, there is no doubt that Customer Experience is a top-of-mind topic for many companies around the world.

Conference 236

Conference Customer Experience Contact Center Financial 236

MyCustomer

MAY 11, 2023

Voice of the Customer The challenges of travel customer experience

Travel 55

Travel Customer Experience Customers 55

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand. Let’s look into it.

Analytics 493

Analytics Data Customer Experience Social Media 493

One Millimeter Mindset

DECEMBER 28, 2022

We remain united by our experiences of some form of angst, anguish, and suffering over the past two years. Since we last met, all of us traveled one Herculean millimeter forward. What has been your experience as you reunite with friends and colleagues? If anything, our happiness and joy barometers have expanded readings.

Travel 87

Travel Consulting Innovation Leadership 87

InMoment XI

APRIL 26, 2022

Surveys are also direct insight into your customers and information about how they feel about your company, products, and services. How did your customers perceive your most recent product launch? Surveys are a direct line to find out and glean valuable information about your customers and your company. . How InMoment Can Help.

Survey 260

Survey Customer Experience Fashion Groups 260

Thematic

SEPTEMBER 14, 2023

Both Booking.com and Expedia are popular travel booking sites. They each have apps that handle all sorts of travel arrangements, including booking flights, hotels, car rentals, and vacation packages. I've travelled fairly extensively, and used both of these apps. for user interface and experience (shown in blue).

Travel 62

Travel Hotels Comparison Analysis 62

CustomerSuccessBox

MARCH 18, 2020

In a world where work from home is fast becoming the norm, Customer Success Managers have always faced this dilemma – to travel or not to travel to meet their customers. Over the past 2 years, we have talked to hundreds if not thousands of customer success leaders. Nilesh, you just said we can’t travel.

Travel 115

Travel Customer Success Management Video 115

GetFeedback

JUNE 12, 2019

I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. What is customer experience (CX)? . What is user experience (UX)? .

User Experience 329

User Experience Customer Experience Interaction Customers 329

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. There are at least three lessons we can learn from this story: Laziness: That should never be an excuse for providing poor customer service. Put the right people on the front line.

Travel 90

Travel Customer Service Airlines Poor Customer Service 90

InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.

Healthcare 596

Healthcare Culture Travel ROI 596

Blake Morgan

MAY 31, 2023

Bleisure travel, combining business and leisure, is on track to take over traditional business travel. The change creates a new type of traveler who is neither a business traveler or a carefree vacationer but a combination. That’s the idea behind bleisure travel, a pandemic-fueled trend with staying power.

Hospitality 52

Hospitality Travel Industry Hotels 52

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Not exactly.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand. Let’s look into it.

Analytics 295

Analytics Data Customer Experience Social Media 295

ijgolding

DECEMBER 11, 2014

There is a ‘new kid on the block’ – one that could potentially change the face of air travel. If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in ‘budget’ air travel as Ryanair or Easyjet. Let me start with the online experience.

Customer Experience 275

Customer Experience Airlines Travel Self Service 275

InMoment XI

JUNE 7, 2022

Because options to structure and analyze that data can be limited and even if businesses are able to compile that data, it often remains siloed from other data, such as voice of customer (VoC), call center, and more. That’s where InMoment’s game-changing customer social listening solution comes into play. The result?

Company 492

Company Social Media Return on Investment Travel 492

Magellan Solutions

DECEMBER 6, 2021

Make Travel Tasks More Convenient with Travel Outsourcing. Traveling is definitely one of life’s greatest pleasures. Travel agencies and companies always come in handy, and in a country like the Philippines where travel is popular, many businesses have sprung up offering services that make travel planning convenient.

Travel 52

Travel Call Center Tourism Culture 52

Experience Investigators by 360Connext

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. It can feel daunting to try to actually improve the customer experience when there are real challenges to overcome.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

Experience Investigators by 360Connext

MARCH 26, 2015

I’ve been traveling a lot in the month of March. I’ve been thinking about what it means to be a business traveler (who happens to be a woman) on the road. But I enjoyed some little touches and thought I’d praise those companies who thought about the experiences enough to make my travels a little more enjoyable.

Travel 110

Travel Hotels Guest Experience Airlines 110

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

AUGUST 5, 2020

The global travel industry is testing the waters very carefully as it plans ahead for crisis recovery. And monitoring consumer behaviors and emerging trends will show them when and where to start promoting destination travel again. 0% of traveling consumers felt assured by safety measures at the airport. Or so people hope.

Travel 98

Travel Industry Social Media Hotels 98

ijgolding

SEPTEMBER 24, 2014

Many dinner table conversations about customer experience will end up talking about the airline industry. An industry that appears to be amongst the most glamorous has consistently struggled over the years to deliver consistently good experiences. Last week I had the pleasure of travelling to Kuala Lumpur.

Customer Experience 246

Customer Experience Airlines Travel Entertainment 246

NetBase

JUNE 11, 2020

Travel will look very different in the coming months and Easyjet is taking a proactive approach to getting out ahead of these changes. They seek to accommodate even the youngest of travelers by offering comic book inspired face coverings to make wearing masks a little less intimidating. The New Face of Travel. Let’s take a look!

Travel 60

Travel Airlines Consumers Hotels 60

Russel Lolacher

DECEMBER 4, 2019

Even when travelling to the most beautiful, exotic destinations, an airline can make, or break your experience. This is the Customer Experience Storytime tale of…. Have Wine, Might Travel. Have Wine, Might Travel. It’s one of the most beautiful travel destinations in the world. And so it begins….

Travel 72

Travel Airlines Transportation Tourism 72

Kerry Bodine

MARCH 18, 2020

You have an opportunity to make changes to your offerings and your customer experience today that will: Support your customers’ wildly changing needs and expectations, Drive crucial revenue in the short term, and. Build customer loyalty that will ensure the long-term viability of your business. Support at-risk customers.

Customer Experience 292

Customer Experience Airlines Insurance Travel 292

Maru Group

MAY 23, 2019

The post Travel Digital Customer Experience Benchmark 2019 appeared first on Maru/Matchbox UK.

Travel 40

Travel Customer Experience Customers Hospitality 40

CloudCherry

JULY 10, 2019

What comes to your mind when you hear the words “good customer experience”? In any case, you will think about an experience where a company gave you what you wanted and did something a little extra to win you over. And in most cases, it is tied very closely to good customer service.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? All of this has fundamentally reshaped the industry and put pressure on delivering a more efficient and superior, personalized experience to customers. Published on: April 18, 2018.

Travel 49

Travel Brands Airlines Customer Experience 49

Interactions

MAY 20, 2021

With travel restrictions decreasing and consumers feeling more comfortable leaving their homes, this summer will see a rebound in traffic after a year-long hibernation. According to new research by Zapwater Communications , 65% of Americans are looking forward to traveling again, both internationally and domestically.

Hospitality 62

Hospitality Travel Brands Self Service 62

AWS Machine Learning

NOVEMBER 26, 2023

Today, we are excited to announce three launches that will help you enhance personalized customer experiences using Amazon Personalize and generative AI. Amazon Personalize is a fully managed machine learning (ML) service that makes it easy for developers to deliver personalized experiences to their users.

Customer Experience 104

Customer Experience Sports Travel User Experience 104

Experience Investigators by 360Connext

MARCH 17, 2020

My travel calendar is clear. Customers, employees, partners, suppliers and everyone in between is confused. Here are a few ideas for those leaders who are looking for ways to keep the customer experience momentum going in these uncertain times. Not just customer support, but support for your agents, managers and yourself!

Customer Journeys 178

Customer Journeys Customer Experience How To e-support 178

Customer Bliss

AUGUST 29, 2019

And if you were to ask them about their experience afterward, how would they answer? I’m excited to share that I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations. Exceptional CX is memorable and good news travels fast.

Customer Journeys 227

Customer Journeys Customer Experience Case Study Consumers 227

Talkdesk

APRIL 22, 2020

However for some companies, particularly in travel and hospitality, the storm came abruptly with little time for planning and response. Contact centers utilizing on-premises infrastructures do not have adequate flexibility and scalability to allow their workforce to operate remotely and also meet rising customer demands.

Hospitality 59

Hospitality Travel Contact Center B2C 59

Oracle

MARCH 18, 2021

Among the hardest hit of all pandemic-affected economies, the travel industry continues to endure unimaginable financial losses. billion individuals to travel abroad. Travel loyalty reimagined. Travel loyalty programs matter to consumers, and so do their responses to the pandemic. Acting on customer loyalty data.

Loyalty Programs 62

Loyalty Programs Travel Loyalty Brands 62

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Carolyne has spent her career leading work in the customer service and experience industry. How is the site experience?

Sports 197

Sports Customer Experience Travel B2C 197