InMoment XI

JANUARY 16, 2024

AI Use Cases in Contact Center & Examples Contact center AI is actively transforming customer service across various industries. Hospitality Virtual Concierge Services : Hotels and travel agencies employ virtual concierge services powered by AI to provide guests with information about amenities, local attractions, and hotel services.

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

CSM Magazine

MAY 18, 2023

The global technology platform will power personalised guest experiences to increase revenue while providing deeper guest insights for the global hospitality company. SevenRooms is a data-driven guest experience and retention platform focused 100% on building operator-focused tools.

Technology 52

Technology Hotels Guest Experience Hospitality 52

ENGAGE.cx

SEPTEMBER 23, 2015

The solution is to create an empowered ecosystem, tailored for the hospitality industry, that governs the entire customer experience — from booking, to arrival, to time spent at your destination (both on the property and off), to departure. Guest Lifecycle. A customer-experience driven B2C CRM like ENGAGE.cx

Guest Experience 40

Guest Experience Hospitality Hotels CRM 40

Blake Morgan

JULY 11, 2023

Noha Abdalla, Chief Marketing Officer at Choice Hotels International, Inc, says data is the cornerstone of the brand’s customer experience. Choice Hotels is recognized for knowing its customers incredibly well and providing a consistent guest experience, which comes from having reliable data.

Customer Focused 45

Customer Focused Data Strategy Hotels 45

Avaya

FEBRUARY 7, 2017

At the same time, however, 62% of companies believe the current pace of change related to digital transformation is “accelerating significantly” in their industry, making it hard to keep up. This without question includes the hospitality industry, where hoteliers are working overtime to stay ahead of today’s rapid pace of innovation.

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

Optimove

JULY 19, 2022

The hospitality industry is back. Savvy hoteliers are on standby, ready to elevate and optimize the guest experience, cultivating valuable, long-term connections, and boosting the bottom line – and doing a substantial chunk of it through, you guessed it, their mobile app! billion in 2021 to a whopping $4.5 They want it?

Hotels 52

Hotels Marketing Guest Experience Travel 52

CSM Magazine

AUGUST 22, 2023

In an age where digital convenience is no longer a luxury but a basic expectation, the hotel industry faces the challenge of constantly evolving to meet and exceed guests’ needs. But how can hotels stay on top of their Customer Experience (CX) game using chatbots?

Hotels 52

Hotels Chatbots Hospitality Guest Experience 52

Retently

SEPTEMBER 3, 2023

Given the dynamic hospitality landscape, where user experiences can make or break a business, Airbnb stands as a prime example of how customer feedback can shape an industry giant. Central to Airbnb’s customer-centric approach is the Net Promoter survey – a strategic tool for understanding guest satisfaction and loyalty.

Net Promoter Score 78

Net Promoter Score Survey NPS Touchpoint 78

Customer Bliss

JUNE 20, 2017

Jackie is a senior global marketer and customer experience professional with 15+ years experience in the luxury travel and hospitality industry. Much of Jackie’s background was in the luxury hospitality industry. She’s on LinkedIn here. The importance of service. It’s in Dubai.).

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

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. Unlike competitors which only offer reservations services, Vacasa only works with properties who will maintain their well-defined guest standards.

Case Study 100

Case Study Study Culture Guest Experience 100

Bill Quiseng

AUGUST 10, 2015

And while this ebook is focused on those who are in the hospitality industry, I am sure that customer service professionals in any industry will benefit. Ask frequent travelers to name the best hotel chains and they will tell you Ritz-Carlton or Four Seasons. Unlike retail, the hospitality industry is unique.

eBook 60

eBook Hospitality Culture Hotels 60

North Highland

SEPTEMBER 16, 2019

Summer 2019 provided the timeshare industry with its first glimpses of a shifting consumer landscape. This shift sees all industry players reexamining product offerings, marketing, and sales processes as traditional consumers begin to wane and the next generation of buyers comes into view. Customer experience is priority number one.

Travel 45

Travel ROI CRM Entertainment 45

NetBase

FEBRUARY 27, 2019

Though there are still brands not using social analytics in all the ways they could, arguably all brands at the forefront of their industry know the importance of sentiment analysis. What AI really allows brands to do is carve out new paths never traveled before. Meeting travelers’ needs at an advanced level is the answer.

Travel 45

Travel Hotels Analytics Sports 45

ENGAGE.cx

OCTOBER 13, 2016

The solution is to create an empowered ecosystem, tailored for the hospitality industry, that governs the entire customer experience — from booking, to arrival, to time spent at your destination (both on the property and off), to departure. Every guest’s journey is made up of each touch point a guest has with a brand or property.

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

ReviewTrackers

FEBRUARY 25, 2019

After all, the site is home to over 730 million reviews and opinions covering “world’s largest selection of travel listings worldwide.”. According to industry research: TripAdvisor ranks ahead of personal recommendations, tourist board websites, and guidebooks as the most trusted source for travel planning. Say thank you.

Examples 91

Examples Hotels How To Travel 91

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. Unlike competitors which only offer reservations services, Vacasa only works with properties who will maintain their well-defined guest standards.

Case Study 100

Case Study Study Culture Guest Experience 100

Currency Alliance

OCTOBER 11, 2018

The hotel would like to use data collected during the stay to bring the customer back a second time without, them going through an online travel agency (OTA). Beyond the booking process, and to complement the digital guest experience, hotels stand to make the greatest gains by becoming better resellers of local services and experiences.

Hotels 40

Hotels Hospitality Loyalty Travel 40

BirdEye

JUNE 21, 2023

They offer travelers the chance to stay at homes with a variety of amenities. Airbnb monitors guest feedback without taking on the burden of hundreds of guest rooms. Instead, they hold property owners accountable for improving the guest experience. Technology alone changes faster than the weather.

Analysis 98

Analysis Social Media Hotels Competitive Advantage 98

Comm100

AUGUST 23, 2018

The success of these industry leaders is thanks to their shared knowledge of (and ability to act on) a simple truth: the best defense is a good offense. What we have compiled here is a list of today’s industry-leading customer service examples. Organic Mobile Experiences Blur Channel Lines.

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. Ratings and reviews: Reviews rank second only to price as the most important factor considered by travelers looking for hotels and accommodations. Social Media Link ). TripAdvisor ).

Hotels 20

Hotels Management Net Promoter Score Social Media 20

Qualtrics

JULY 2, 2019

In the past, before changing to a sales career (outside of Qualtrics), I was actually an analyst for guest experience at the Hilton Headquarters, working with a Qualtrics competitor. It was just so amazing to me that I could connect my past analytical skills with my sales skills working again in the XM industry with Qualtrics.

Sports 34

Sports Guest Experience Culture Travel 34