InMoment XI

APRIL 16, 2015

Ready to make your travel life easier? If you are a regular traveler to or from regional airports that employ the diminutive CRJs and Embraers then you are familiar with the dreaded carry-on “gate check” procedure due to their limited overhead baggage capacity. I need your help. On the surface, this seems great. You mean I don’t have.

Innovation 200

Innovation Travel Customers 200

InMoment XI

APRIL 16, 2015

Ready to make your travel life easier? If you are a regular traveler to or from regional airports that employ the diminutive CRJs and Embraers then you are familiar with the dreaded carry-on “gate check” procedure due to their limited overhead baggage capacity. I need your help. On the surface, this seems great. You mean I don’t have.

Innovation 200

Innovation Travel Customers 200

InMoment XI

APRIL 16, 2015

Ready to make your travel life easier? If you are a regular traveler to or from regional airports that employ the diminutive CRJs and Embraers then you are familiar with the dreaded carry-on “gate check” procedure due to their limited overhead baggage capacity. I need your help. On the surface, this seems great. You mean I don’t have.

Innovation 200

Innovation Travel Customers 200

Second to None

JULY 25, 2019

With new technologies and consumer trends, the concept of customer effort has evolved tremendously over the years. In the current day, customers cannot be bothered to exert any unnecessary energy, and why should they? So what exactly is customer effort and why is it important? Measuring Customer Effort.

Innovation 80

Innovation Effort Score Travel Transportation 80

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. ” This is some degree of customer journey mapping. About Jackie. She’s on LinkedIn here.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

TechSee

NOVEMBER 20, 2018

Truck Rolls – or the need to dispatch a technician to a customer’s location for service – represent one of the largest costs in customer service operations, across a wide range of industries. Then, a wide service window requires the customer to take time off from work – a practice that is both inconvenient and frustrating.

Innovation 153

Innovation Technology Self Service Call Center 153

Talkdesk

MAY 11, 2020

Internet Travel Solutions (ITS) is a leading, global travel management company that focuses on smart, fast and easy solutions, with products and services to solve customer problems and provide long-term value. Discover our offer for travel and hospitality. Want to know more?

Travel 61

Travel Contact Center Hospitality Innovation 61

NetBase

MAY 23, 2019

When we talk about customer care, we now know we’re talking about the entire customer experience – not just isolated moments in-store, or when things go wrong. How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Here are some ways! Immediacy Is Key.

Travel 56

Travel Customer Care Hotels Touchpoint 56

Clarivate

AUGUST 2, 2022

In this blog post, we explore some of the best examples of game-changing climate innovation as revealed by company patents. Keep reading to learn how companies are innovating to save our environment, from transport and buildings to energy and food. Climate innovation in transport and buildings. An innovative approach to energy.

Innovation 59

Innovation Transportation Technology Travel 59

CSM Magazine

JULY 10, 2023

As the sun set on London’s iconic River Thames, attendees of our ‘Disrupt on the River’ event found themselves not just on a boat, but at the helm of the future of customer engagement. They also shared insights from their own experiences working with customers to improve their CX. Our mutual goal?

Innovation 52

Innovation Groups Travel Technology 52

Oracle

AUGUST 14, 2019

As fun and important as travel is, it’s also tough for the human body to weather. Research has shown that travel has the potential to impair coordination, gastrointestinal health, hydration, and more. Comfort optimization has the potential to be travel’s next CX wave. Here are 3 technologies to watch in this space.

Travel 45

Travel Airlines Competitive Advantage Innovation 45

NICE inContact

SEPTEMBER 4, 2019

As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform. How Omega continues to utilize CXone APIs for innovative integrations and applications.

Travel 193

Travel Contact Center Innovation Analytics 193

Oracle

DECEMBER 6, 2018

From consumer-focused computer repair, to monitoring large machinery for industrial organizations, field service plays a critical role in delivering a winning customer experience. New apps and technologies are improving customer management, streamlining service delivery, and helping field services professionals complete strategic repairs.

Innovation 108

Innovation Customer Experience Self Service eBook 108

NICE inContact

JULY 29, 2019

billion in annual sales, Omega World Travel is one of the largest travel management companies in the U.S. Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets.

Travel 27

Travel Innovation Virtual Agent Contact Center 27

Wired and Dangerous

MAY 21, 2018

We filed the clever set of rules away but have recently dusted them off for a fresh look at innovative service. Innovative service seeks the road less traveled in the pursuit of ingenious and novel. Today’s wired and dangerous customers are bored with pretty good service. Innovative service is scrappy and provocative.

Innovation 70

Innovation Travel Study Customer Experience 70

Wired and Dangerous

MAY 23, 2016

We filed the clever set of rules away but recently dusting them off for a fresh look at innovative service. Innovative service seeks the road less traveled in the pursuit of ingenious and novel. Today’s customers are bored with pretty good service. Innovative service is scrappy and provocative.

Innovation 93

Innovation Travel Leadership Study 93

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Susan Abbott

AUGUST 6, 2015

Two things stood out for me as innovations that might give you inspiration for your own online operations. [1] So the age of the plastic card is coming to a close, most likely, but I still thought this was a very customer-friendly innovation. How can you offer your own customers similar ideas? - 1] Make me an offer.

Travel 40

Travel Innovation System Customers 40

Susan Abbott

AUGUST 6, 2015

Two things stood out for me as innovations that might give you inspiration for your own online operations. [1] So the age of the plastic card is coming to a close, most likely, but I still thought this was a very customer-friendly innovation. How can you offer your own customers similar ideas? - 1] Make me an offer.

Travel 40

Travel Innovation System Customers 40

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. I flew with Norwegian for the first time this week.

Customer Experience 275

Customer Experience Airlines Travel Self Service 275

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. A disloyal generation?

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Forrester's Customer Insights

MARCH 26, 2024

Of these, Melbourne in summer is obviously the best — but if you’re not based in Australasia, your travel budget probably won’t accommodate a trip to Melbourne, which leaves Amsterdam […] If you want to attend Cisco Live, you have three options: 1) Amsterdam in February; 2) Las Vegas in June; or 3) Melbourne in December.

Innovation 49

Innovation Travel Trends Technology 49

TechSee

MARCH 9, 2020

To mitigate the impact of crises such as natural disasters, epidemics and terror attacks, leading companies are adopting innovative remote assistance methods to address the safety concerns of their employees and customers. Visual Remote Assistance rescues contact centers in times of crisis.

Travel 136

Travel Contact Center Transportation Video 136

Wired and Dangerous

NOVEMBER 9, 2020

Innovative service seeks the road less traveled in the pursuit of ingenious and novel. Today’s wired and dangerous customers are bored with pretty good service. Innovative service is scrappy and provocative. Innovative service requires preparation, not serendipity. It focuses on what works, not on what’s cute.

Innovation 91

Innovation Travel Study Customers 91

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability. Such things as….

Airlines 230

Airlines Travel Transportation Customer Centricity 230

Oracle

FEBRUARY 2, 2018

With millions of subscribers across the world and a breadth of data at their fingertips, streaming companies have started to make CX innovations and optimizations for end users. Let’s take a look at 3 customer experience innovations you can expect from video streaming services in 2018. billion by 2021. Airplane mode.

Innovation 81

Innovation Airlines Travel Advertising 81

Wired and Dangerous

NOVEMBER 10, 2019

We filed the clever set of rules away but have recently dusted them off for a fresh look at innovative service. Innovative service seeks the road less traveled in the pursuit of ingenious and novel. Today’s wired and dangerous customers are bored with pretty good service. Innovative service is scrappy and provocative.

Customer Service 105

Customer Service Innovation Travel Study 105

Forrester's Customer Insights

JANUARY 4, 2023

Southwest Airline's 2022 holiday travel disaster happened because the airline became a victim of its own success. It failed to realize that the analysts, data and software requirements for maintaining its point-to-point network needed constant upgrading, preferring instead to return profits to shareholders via stock buy backs.

Innovation 49

Innovation Airlines Travel Software 49

Maz Iqbal

NOVEMBER 11, 2014

What Customer Experience Paths Are Organisations Taking? It occurs to me that under the Customer Experience umbrella one can pursue several distinctive paths. This almost always involves looking at way of reducing customer effort at specific touchpoints e.g. call-centre, or specific customer interactions e.g. when buying something.

Travel 107

Travel Case Study Customer Experience Leadership 107

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives. All humans like to collect.

Customer Service 182

Customer Service Video Travel Customers 182

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives. All humans like to collect.

Customer Service 182

Customer Service Video Travel Customers 182

Magellan Solutions

FEBRUARY 26, 2024

Artificial intelligence (AI) in call centers can enable customer service professionals to focus on essential tasks, as 78% of them stated. The collaboration between AI and call centers is reshaping the customer service paradigm. Discover AI’s valuable yet complex role in enhancing efficiency and improving the customer experience.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

Blake Morgan

MARCH 13, 2023

Looking to be customer-centric? Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Women thrive in customer-centric roles. In celebration of International Women’s Day and following up on a list I created last year , here are 20 more customer-centric companies led by women: 1.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

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

Experience Investigators by 360Connext

APRIL 23, 2015

Have you ever struggled with how you can listen better to your customers? Amy agreed to an impromptu interview at the TripIt Lounge to share some ideas about feedback and customer input for my podcast which I co-host with Adam Toporek , Crack The Customer Code. If you travel a bit, as I do, this app can be a lifesaver.

Social Media 110

Social Media Travel Rewards Programs Innovation 110

Wired and Dangerous

MARCH 6, 2018

It had been a hard travel week and I needed some unwind time; perfect conditions for two back-to-back Academy Award-winning best picture movies. Customers are generally bored with service these days. The weather was the type that drives you indoors on a Saturday afternoon. The order of movie viewing was a big mistake.

Innovation 70

Innovation Call Center Entertainment Travel 70

Storyminers

MAY 27, 2020

We picked the name not only because of Galileo’s prowess as an innovator (he brought the telescope, scientific method, and a mathematical perspective about astronomy to the world’s attention), but because he championed what he believed in. Strategies, customer/employee experiences, and stories to name a few. Here’s the video.

Travel 147

Travel Innovation Video Employee Experience 147