CSM Magazine

SEPTEMBER 27, 2023

Metaverse technology is increasingly becoming a way of getting things done for most businesses. The growing adaptation of the technology has seen its global market value clock $83 billion in 2023, a figure that is projected to increase to $936.6 What is Metaverse Technology and How Has it Benefited Businesses? billion in 2030.

Technology 59

Technology Tourism Travel Entertainment 59

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! The latest technology is not going to make up for your lack of thinking! Were you surprised to read the title of this post?

Technology 194

Technology Analysis Data Consumers 194

TechSee

OCTOBER 2, 2018

Field tech support has already begun merging the digital and physical worlds by utilizing immersive technologies – such as augmented reality (AR), mixed reality (MR) or virtual reality (VR) – to manipulate real-life objects. Technical Support in the age of Digital Twins. Here are some sample use cases: Predictive analytics and maintenance.

Technology 176

Technology Self Service Innovation Trends 176

SurveySparrow

NOVEMBER 7, 2023

Interactive Features: Engage users with video surveys, quizzes, and personalized Thank You pages, enhancing the survey experience. Typeform enables businesses and individuals to create interactive forms, quizzes, and polls that capture meaningful insights. Well, embrace the future of technology and explore! It’s free!

Interaction 52

Interaction Social Media Survey Hotels 52

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

Storyminers

JANUARY 12, 2017

His ideas were controversial when introduced—like many of the technologies and storytelling styles Jackie and I worked on—but eventually gained widespread adoption. The post Galileo: A True Interactive Visionary appeared first on Storyminers. Here’s the video. We wish Galileo himself could have seen it!

Interaction 100

Interaction Travel Video Innovation 100

TechSee

NOVEMBER 20, 2018

This includes : Labor: Technician wages, un-billable travel time, administration. Vehicle: Fuel, maintenance, insurance, depreciation. Opportunity-cost: Technicians unavailable for revenue-producing activities. Solution: Two New Technology Trends. Better CX at lower cost.

Innovation 153

Innovation Technology Self Service Call Center 153

ECXO

APRIL 18, 2024

Mark your calendars: When: April 24th, 2024 Time: 5 PM CET | 4 PM GMT [link] [link] Reserve your spot now for this insightful discussion that promises to offer invaluable perspectives and strategies for navigating the evolving landscape of digital customer interactions. People, travel, music lover, and rugby-addicted because life is oval.

Insurance 103

Insurance Consulting Travel B2B 103

Beyond Philosophy

MAY 31, 2019

Why Are We Scared of New Technology? We have some exciting new technology for CX. Facial recognition technology and facial expression analysis yield some new and exciting data about how customers feel during a Customer Experience. This episode of The Intuitive Customer asks the question Why Are We Scared of New Technology?

Technology 96

Technology Transportation Travel Analysis 96

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.

Travel 61

Travel Contact Center Hospitality Innovation 61

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). The technology adoption chasm has moved us past the initial stage, where early adopters experiment with their customers.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Interactions

MAY 22, 2019

As the weather heats up this time of year, vacation is the top thing on my mind and I start to book my summer travels. In my experience, the major problems with booking travel happen at the worst possible time. The survey that we conducted had more than 1,700 participants –both business and leisure travelers. Book flights?

Travel 61

Travel Self Service Hotels Hospitality 61

Michelli Experience

MAY 25, 2016

Such is the case with technology! For quite some time now we’ve all watched technology revolutionize the way service is delivered across the globe. Whether it is fear of replacement or our need to interact with service providers like ourselves, human-like machines are “creepy” and “disturbing” for most of us.

Technology 113

Technology Travel Hotels Study 113

ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. The software may use a call recording that informs callers of hold times or an interactive voice response (IVR) system, reducing the workload for call center agents. Call center technology. Virtual Call Center.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

NetBase

MAY 23, 2019

How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Social listening clues you in to the issues that are top-of-mind for travelers, as well as which matter most. Sentiment of the interactions are overwhelmingly positive. Here are some ways! Immediacy Is Key.

Travel 56

Travel Customer Care Hotels Touchpoint 56

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. Many businesses in the travel industry have tried out loyalty schemes and reward programs with varied success. engender loyalty!

Tourism 56

Tourism Travel Customer Service e-support 56

CSM Practice

FEBRUARY 4, 2022

It is no secret that technology is changing almost every aspect of our lives, from travel, to our health, to how we experience things. More Video Calls for Customer Success One of the first tech trends in Customer Success is the popularity of video calls for interacting with customers.

Omni-Channel 52

Omni-Channel Customer Success Technology Social Media 52

Interactions

MAY 22, 2019

As the weather heats up this time of year, vacation is the top thing on my mind and I start to book my summer travels. In my experience, the major problems with booking travel happen at the worst possible time. The survey that we conducted had more than 1,700 participants –both business and leisure travelers. Book flights?

Travel 48

Travel Self Service Hotels Hospitality 48

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. By David Harrington. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Industry Brands 74

Kitewheel

MARCH 4, 2019

Travel and hospitality companies have a difficult job. But even these leading travel brands can do better. Things are improving for the travel industry, but the biggest multipliers of customer satisfaction seem largely to be left behind. Power Pre-flight Communications With Real-Time Interaction Management.

Travel 40

Travel Hospitality Customer Journeys Examples 40

AWS Machine Learning

MARCH 4, 2024

Reduced hallucination – Businesses require predictive, controllable outputs from AI systems directing automated processes or customer interactions. It exhibits high levels of comprehension and fluency on complex tasks, leading the frontier of general intelligence. Claude 3 Opus shows an estimated 2x gain in accuracy over Claude 2.1

Innovation 140

Innovation Travel Financial Exercises 140

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. So, what part does technology play in this? Technology (or the ease of access to it) opens up options for people; they can take their business anywhere they want. .

Technology 130

Technology Customer Experience Social Media Multi-Channel 130

Blake Morgan

JUNE 13, 2023

      Most companies understand the importance of their frontline workers interacting with customers daily. At JetBlue Travel Products, the contact center is in the middle of everything the company does–literally and figuratively. JetBlue Travel’s contact center is at the center of the action.

Contact Center 59

Contact Center Strategy Travel Customer Confidence 59

Interactions

JUNE 2, 2022

Summer 2022 is upon us and, as the Washington Post covers, all indications suggest travel will be back to the pre-pandemic era. But the war in Ukraine, high inflation, and lofty gas prices have added uncertainty in the travel world and increased the likelihood for out-of-practice travelers to make errors.

Self Service 62

Self Service Travel Rewards Programs Virtual Agent 62

TechSee

JULY 24, 2018

Visual communication creates intimacy and strengthens the connection between the organization’s representative and the customer, turning it into an interaction between two fellow human beings. In May 2018, she travelled from her home in Colorado to the Italian Dolomites to participate in the Dolorock 2018 climbing festival.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

Calabrio

OCTOBER 19, 2022

Since the weather postponed travel, our team added a half day to the conference. 97% of consumers say their contact center interactions directly impact brand loyalty. Technology Can Help Contact Centers Navigate the Great Shuffle. Using technology to identify performance coaching opportunities. Greater work-life balance.

Connections 147

Connections Contact Center Analytics Travel 147

ShepHyken

JULY 12, 2022

Top Takeaways: The fundamentals of customer service start with individual customer interactions. Technology has allowed customers to take control of their experience. If done right, technology can help provide the great experience they expect from your brand. Find out what the customers’ end goals are.

Hospitality 116

Hospitality Customer Confidence Travel Guidelines 116

Customer Bliss

AUGUST 30, 2021

A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. Technology alone will not solve everything. High tech without a human connection may make interactions more efficient, but it’s important to know when to blend humanity and caring into customer experiences.

Case Study 310

Case Study Hotels Travel Company 310

AWS Machine Learning

OCTOBER 27, 2023

According to McKinsey , “71% of consumers expect companies to deliver personalized interactions.” Developers can use Amazon Personalize to build applications powered by the same type of machine learning (ML) technology used by Amazon.com for real-time personalized recommendations. In her spare time, she enjoys art and travel.

Marketing 93

Marketing Travel e-support Entertainment 93

Retently

MARCH 20, 2024

Key Takeaways CATI (Computer Assisted Telephone Interviewing) upgrades traditional phone surveys with modern technology, enabling multilingual support, better respondent management, and direct data entry into a structured database. CATI’s Technological Edge The backbone of a CATI system is its software and hardware.

Survey 78

Survey Data Analysis Software 78

Avaya

FEBRUARY 13, 2019

But ultimately, we want customers to walk away elated from any interaction. But what actually makes a good customer interaction? Sometimes, customers want to talk about the weather, their travels, or their kids; other times, they need to get on with their days. A satisfied customer might say: “OK, that went well.

Interaction 45

Interaction How To B2B B2C 45

North Highland

APRIL 5, 2019

Our very own Mark Dunwell was asked about disruptive technologies in public sector – here’s what he had to say. Q: Disruptive technologies – what are they and why is everyone talking them? A: Disruptive technologies traditionally refer to less established IT market entrants with a cheaper price point.

Technology 58

Technology Government Transportation Case Study 58

TechSee

OCTOBER 5, 2021

While it’s true that global crises are generally impossible to predict, what has become crystal clear is the importance of having technologies in place that allow industries – especially those that provide critical field services — to adapt to changing conditions, and to return to normal quickly after the crisis hits.

How To 207

How To Transportation Customer Satisfaction Insurance 207

Talkdesk

MARCH 16, 2021

Talkdesk and one of our customers, Upside Business Travel , have developed ways to support the small businesses most impacted, both with PPP loan distribution and forgiveness. Upside Business Travel was significantly impacted by COVID-19. With customers canceling business travel plans due to COVID-19, call and chat volumes spiked.

Financial 121

Financial Travel Banking Contact Center 121

ShepHyken

DECEMBER 7, 2023

The Non-Sustainable Face of Traditional CX Traditional call centers, those hubs of customer interaction that operate around the clock, are an illustrative example of the sustainability challenge within the customer experience industry. Call centers consume around four times more energy per square foot than typical offices, and in the U.S.,

Call Center 58

Call Center e-support Travel Customer Satisfaction 58

Magellan Solutions

JANUARY 19, 2024

Imagine a tired traveler being greeted warmly and efficiently. We ensure every interaction is welcoming, efficient, and focused on guest satisfaction. By exceeding expectations and providing a seamless experience, your hotel becomes a trusted sanctuary for travelers. The front desk always prioritizes guest needs.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

Talkdesk

JANUARY 5, 2017

New and more advanced technology is dramatically changing the way customers and companies interact. From the standpoint of a consumer, new technology is drastically improving the concept of self service. In those instances, technology has benefited both the company (cheaper) and the customer (quicker).

Technology 51

Technology Self Service Hotels Travel 51