Avaya

MARCH 13, 2017

From international chains to cruise lines to boutique inns and B&Bs, the hospitality industry has hundreds of millions of individuals checking in, checking out and expecting next-generation guest experiences in between—so front office operations are crucial for growth and continuity.

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

Magellan Solutions

DECEMBER 4, 2023

The Essence of 24/7 Hotel Management 24/7 hotel management takes center stage, creating exceptional guest experiences. Significance in the Hospitality Tapestry At the core of exceptional guest experiences lies ongoing management. It connects every step of a guest’s journey. Read along!

Hotels 52

Hotels Management Hospitality Guest Experience 52

Customer Bliss

APRIL 19, 2019

You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, regarding the company’s transformation to improve its guest experience and meet customer needs. Establish a Framework to Connect All Facets of Your Business.

Guest Experience 135

Guest Experience Customer Experience How To Technology 135

Wired and Dangerous

DECEMBER 15, 2014

We were amazed by Jason’s attention to detail and desire to provide a great guest experience. He is a great service leader continually role modeling the service experience he is looking for from his employees. “I noticed you were both Platinum and requested the extra points for you both. Is that your preference?’ Jason asked.

Innovation 129

Innovation Guest Experience Customer relationships Customers 129

Avaya

FEBRUARY 7, 2017

This without question includes the hospitality industry, where hoteliers are working overtime to stay ahead of today’s rapid pace of innovation. smartphones, tablets, smartwatches), as well as larger interaction platforms like kiosks, to innovate the CX with flexible new touch points. So, how can hotels stay ahead?

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

Gainsight

NOVEMBER 16, 2022

The company’s innovative solutions are comprehensive, intuitive, and support customers on every step of the advisor journey. The beauty of the platform is its ability to bring together data from multiple sources, predict behavior with AI, and drive lightning fast time to value—to name just a few attributes of this innovative solution. .

Guest Experience 52

Guest Experience Hospitality Hotels Financial 52

Optimove

JULY 19, 2022

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 billion this year. We love our hotel apps. Who took them?

Hotels 52

Hotels Marketing Guest Experience Travel 52

CSM Magazine

JUNE 15, 2021

Avtex, a TTEC Digital company, announced today the hiring of Brian Lannan as Vice President of Retail Experience. In his most recent role, Brian led the Guest Experience team at Target, where he was responsible for experience strategy and insights, guest-centric culture development, voice of guest, and brand and reputation insights.

Retail 52

Retail Guest Experience Contact Center Consulting 52

ImprintCX Articles

NOVEMBER 6, 2023

Exceptional organizations focus on developing and continuously innovating their culture, it doesn’t just happen on its own. Guest stories of their experience at Mercedes-Benz Stadium help us recognize, appreciate, connect, set standards, inspire, train, innovate, and so much more.

Entertainment 52

Entertainment Culture Sports Guest Experience 52

ReviewTrackers

MAY 11, 2018

The end-to-end guest experience — from research and reservations to ordering, delivery, consumption, and payment — can now happen in a handful of screen taps or mouse clicks. Satiated with choices, consumers are demanding innovation in ways that drive industry trends, menu offerings, and entire operations.

Customer Satisfaction 93

Customer Satisfaction Guest Experience Trends Tips 93

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. One innovation leading this transformation is the rise of chatbots, designed not only to streamline processes but to enrich the overall guest experience.

Hotels 52

Hotels Chatbots Hospitality Guest Experience 52

Qualtrics

JULY 2, 2019

Plus, we’ve expanded our network of partners, giving you access to more than 120 organizations and 300 certified consultants to help you design, build and deploy world-class CX programs on the Experience Management Platform. The latest experience innovations from Qualtrics appeared first on Qualtrics. XM Institute Benchmarks.

Innovation 39

Innovation Social Media NPS Contact Center 39

SurveySparrow

JUNE 28, 2023

Also, they empower employees to go above and beyond to solve customer problems, fostering a culture of exceptional customer support and product innovation. Embrace innovation and emerging technologies: Stay abreast of technological advancements and innovations that can enhance the customer experience.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

Alida

OCTOBER 27, 2017

Before acquiring the Marvel and Star Wars universes, Walt Disney had established a long history of obsessing about great guest experiences, so a focus on its bricks-and-mortar presence is nothing new to the entertainment company. Personalization is a big part of the pilot store experience. Make it magical.

Retail 154

Retail Examples e-support Entertainment 154

Storyminers

FEBRUARY 2, 2016

This method of using the guest experience as the focal point for strategy has positive side-effects: It naturally instills service values into the culture. It naturally aligns the many clues (experience details) in the experience to be on brand. Their focus on innovation distances them. Look how much he got right!

Sales 113

Sales Hospitality Guest Experience Culture 113

Forrester

JUNE 4, 2015

At Forrester's Forum for Customer Experience Professionals , June 16 & 17, Blaine Hurst, Chief Transformation Officer at Panera, will be sharing lessons learned from this massive innovation initiative. a truly enhanced guest experience, powered by technology and enabled by ops excellence. Panera.

Guest Experience 40

Guest Experience Customer Experience Professionals Innovation Technology 40

Totango

JUNE 25, 2020

Our CXO Series is a space for leaders across a variety of industries to discuss current challenges and share innovative solutions to drive customer success. SevenRooms is a hospitality platform designed to help operators maximize profits, build customer loyalty, and create truly exceptional guest experiences.

Hospitality 62

Hospitality Industry Guest Experience Customer Success 62

Think Customers

MAY 10, 2016

I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M. Brant, Director, Global Guest Experience & Innovation at Dorchester Collection , a luxury hotel operator whose properties include The Beverly Hills Hotel, The Dorchester, and Hotel Bel-Air.

Customer Experience 40

Customer Experience Hotels Guest Experience Conference 40

Smith+co CX

DECEMBER 8, 2020

The third had a notice informing guests that due to Covid they had suspended their usual breakfast buffet but were using this as an opportunity to enhance the guest experience by providing a full hot and cold breakfast service at the table. So, what can we learn from 2020 and apply to the experience we provide in 2021?

Hotels 36

Hotels Hospitality Guest Experience Innovation 36

Forrester

MAY 2, 2015

Chris Brown, executive director, guest experience, New York Mets. Kit Hickey, cofounder, head of experience, Ministry of Supply. Scott Zimmer, head of design and innovation, Capital One. We've got innovative practitioners galore, each working on profitable, sustainable change. Liz Crawford, CTO, Birchbox.

Guest Experience 40

Guest Experience Hotels Customer Experience Professionals Innovation 40

Forrester

MAY 2, 2015

· Chris Brown, Executive Director, Guest Experience, New York Mets. · Kit Hickey, Co-Founder, Head of Experience, Ministry of Supply. Each one of our guests has taken on the formidable task of re-inventing a business, re-designing a service, or guiding an iconic brand into new territory. · Blaine E.

Guest Experience 40

Guest Experience Hotels Customer Experience Professionals Groups 40

Avaya

NOVEMBER 7, 2018

Organizations are realizing that just as they need to deliver digital experiences in the ways consumers demand, they must empower employees to innovate and disrupt. In an age of new preferences, standards and possibilities, an inevitable shift is occurring in enterprise communications. Yet this is a delicate balance to strike.

Communication 71

Communication Guest Experience Hospitality Healthcare 71

SurveySparrow

JUNE 30, 2023

They are driven by technological advancements, industry trends, and the experiences they have had with other brands. It requires businesses to be proactive, adaptable, and continuously innovative to meet and exceed customer expectations. From the moment guests step foot in a Disney park, they are immersed in a world of enchantment.

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

Comm100

AUGUST 23, 2018

The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018. Organic Mobile Experiences Blur Channel Lines. How have these innovations worked out for Amazon? Multichannel” and “omnichannel” have been buzzwords for years now.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

SurveySparrow

DECEMBER 20, 2018

Innovation is considered to be a key imperative yet many a time, it is treated as something that happens through top-down investment and research. The true possibilities of innovation come to light only when everyone in the organization acts upon the opportunities they come across. This company is all about freedom and creativity.

Culture 69

Culture Company Policies Employee Engagement 69

CSM Magazine

SEPTEMBER 28, 2016

Amazon’s approach is to hire the world’s brightest minds and to create an environment where they can invent and innovate the customer experience. A strong Disney principle is that cast members should treat each other as they would a guest. Top service companies are willing to trust employees.

Customer Focused 40

Customer Focused Company Airlines Culture 40

Michel Falcon Experience

MARCH 17, 2023

I am in hospitality and restaurants, so often people turn to me to discuss all things related to hospitality and guest experience. Sometimes innovation doesn’t even have to happen. What if we go build something entirely different from what they actually want? What are must-haves, and what are nice-to-haves?

Hospitality 60

Hospitality Customer Experience Banking Sports 60

Smith+co CX

SEPTEMBER 26, 2013

However, a recent feature by the Sunday Times found that despite all the investment in improving services, hotels all too often fail on the customer experience. So why is it that as brands get more sophisticated in their technology and more innovative in their attempts to dazzle us, they fail to deliver a great experience?

Hotels 34

Hotels Customer Experience CEM Course 34

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. And 67% would sign up for location-based coupons and alerts.

Hospitality 53

Hospitality Guest Experience Hotels Entertainment 53

Experience Investigators by 360Connext

JULY 16, 2019

We tend to get excited about customer experience projects. We have meetings around journey mapping, new product innovation, digital transformation, and on and on and on. How does that translate to the daily behaviors we need to exhibit to truly deliver on our customer experience? But then what?

Strategy 110

Strategy Customer Experience How To Customer Journeys 110

Oracle

MAY 1, 2019

One of the key findings from WeddingWire’s 2019 Newlywed Report indicated that an emphasis is placed “on personalization and creating a full guest experience.” Tech innovations transform what may be the biggest day of brides’ and grooms’ lives, while also giving guests an unforgettable experience.

Guest Experience 81

Guest Experience Social Media Report Trends 81

C Space

AUGUST 5, 2018

For our Customer Inside report, we recently asked 135 client side practitioners, from insight, innovation and brand backgrounds to describe the advantages of having an online community. In a world that changes so rapidly, staying centered on our customers needs, wants and unarticulated desires guides us as we innovate.

Retail 40

Retail Customer Centricity Study Travel 40