QuestionPro Audience

JANUARY 3, 2018

Experts are predicting 2018 to be the year mobile technology officially takes over travel. Gone are the days of making blind booking arrangements and hoping for the best, or using a travel agent. Today, 77% of Americans own smartphones and a recent Global Traveler study found that one in three travelers now books on a mobile device. Mobile technology creates a completely different experience at the airport, for both the customer and airline.

Travel 294

Travel Airlines Loyalty Consumers 294

BlueOcean

OCTOBER 7, 2021

Few industries are quite like travel. Everyone has a horror story about their travel experiences, be it a brutal delay or a missed flight. For an example, let’s look at a leisure travel business we support.

Travel 218

Travel Industry Customer Experience Call Center 218

ShepHyken

JULY 1, 2022

He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments. Customer service in the travel industry begins when a person reveals an interest to explore and decides to travel.

Airlines 87

Airlines Travel Hotels Social Media 87

QuestionPro Audience

MAY 18, 2018

Younger business travelers are on the rise, with the frequent travelers now more likely to be under the age of 45. In fact, by 2020, millennials will make up more than half of business travelers. trillion that they have to spend, are impacting the business travel industry. 81% of millennial business travelers say that “business travel has a positive impact on their job satisfaction”, compared to 26% of baby boomers who are happy to travel for work.

Travel 186

Travel Airlines Transportation Guidelines 186

ShepHyken

OCTOBER 30, 2020

She writes about how businesses can utilize modern voice technology to create a better experience overall for their customers. As new technologies evolve and adapt, modern businesses are finding new opportunities to have engaging, empathetic and efficient conversations with their customers.

Technology 148

Technology Customer Experience Customer Service Guidelines 148

Currency Alliance

OCTOBER 31, 2022

Some of them were matters of procedure and staff training – which are clearly important – but many were technological vulnerabilities which can be avoided by using modern tools and systems. Technology enabling data best-practices. Wider security benefits of API-first technology.

Travel 52

Travel System Loyalty Programs Banking 52

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. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. Take hotels, which [often] don’t anticipate any future travel needs at checkout.

Hospitality 74

Hospitality Travel Airlines Customer Experience 74

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. Anyone who travels moderately to frequently has likely experienced unforeseen delays due to unpredictable maintenance.

Travel 45

Travel Airlines Competitive Advantage Technology 45

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. How knowledge transfer and culture can benefit from communication technology.

Communication 93

Communication Technology Customer Experience Conference 93

Michelli Experience

OCTOBER 17, 2017

Technology First? The interviewer inquired, “Isn’t a lot of leadership success today simply a matter of choosing the right technology before your competitors do?” They survey for trends, and they find tools – many of which come from technology – to position their people, products, and processes for success.”. Another 10% is spent on personal matters, and 8% is spent traveling.

Interaction 203

Interaction Technology Sports Consulting 203

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!

Technology 194

Technology Customer Experience Data Connections 194

BlueOcean

JUNE 22, 2022

So, what should you ask when you’re addressing contact center technology in your RFP? Read on to unpack our recommendations as an outsourcer supporting some of the world’s best brands in verticals from SaaS to travel and tourism. The concept of on-prem technology is slowly diminishing.

Contact Center 156

Contact Center Technology Tourism Travel 156

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. Instead of staying in their “corner,” the rental car company has engaged their customers and encouraged them to include their rental experience as part of their overall travel journey.

Travel 56

Travel Customer Care Customer Experience Hotels 56

ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. Regardless, similar technology is critical to the proper functioning of the call center. Here is an overview of the many different types of call center technology.

Call Center 52

Call Center Technology Contact Center Net Promoter Score 52

Qualtrics

MAY 29, 2019

The bar is so high right now in the travel industry when it comes to customer experience. But with travel brands also having upped their CX game in the last few years, there’s so little room at the top for brands to differentiate themselves. Based on our survey of 1,000 UK holiday-goers, here’s a few of the ways travel brands can get ahead of their rivals. The post Travel CX: 6 ways to create breakthrough experiences appeared first on Qualtrics.

Travel 31

Travel Hotels Airlines Comparison 31

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

Connective DX

FEBRUARY 20, 2020

However, this technology brings a new challenge: threats to cybersecurity present an issue that rail companies must address. In the freight rail industry, automation technology has provided a pathway to improve railway inspection processes.

Connections 59

Connections Technology Trends Travel 59

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. T he use of digital twins has an almost unlimited potential to impact the technical support domain, both by enhancing consumer interactions with their technology and by empowering field support organizations.

Technology 176

Technology Customer Experience Analysis Consumers 176

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? How to leverage technology for a better customer experience.

Technology 144

Technology Social Media Ecommerce Analysis 144

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. In addition, 39% are hoping to travel within the first six months after travel restrictions are lifted.

Interaction 62

Interaction Hospitality Travel Airlines 62

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. Utilizing both advanced data analytics and innovative AR remote assistance technology yields a highly efficient solution for customer service operations that directly reduces the need for truck rolls.

Innovation 153

Innovation Technology Call Center Customer Experience 153

Michelli Experience

AUGUST 31, 2016

Domino’s describes DRU as “cheeky and endearing”, while also noting that, “he is a four-wheeled vehicle with compartments built to keep the customer’s order piping hot and drinks icy cold whilst traveling on the footpath at a safe speed from the store to the customer’s door. DRU is able to navigate from a starting point to his destination, selecting the best path of travel. Have you been watching Domino’s global strategy over the recent number of years?

Technology 189

Technology Consulting Travel Employee Engagement 189

Kitewheel

JANUARY 25, 2019

After recently booking a flight for a transatlantic business trip, I received this email from the travel firm. From a traveller’s point of view: It immediately casts doubt in their mind as to whether the booking has been registered correctly or not. This then starts a chain of events with the traveller having to find contact details for the operator. By doing this you reassure them that your company is a reliable one that they will want to travel with again.

Travel 40

Travel Transportation Communication Customer Experience 40

C3Centricity

APRIL 17, 2019

Some say California is the centre of internet marketing; the San Francisco area for technology and San Diego for marketing. But without the need for the travel and resource investments I myself made! The post How Marketers Can Benefit From More Than Technology: Modern Marketing appeared first on c3centricity. Just like most entrepreneurs and business people, I go to my fair share of conferences.

Marketing 198

Marketing Technology Conference Customer Experience 198

GlowTouch

JULY 12, 2021

As the shackles of Covid come off, road trips are again in vogue, with more travelers planning to fuel up and hit the highways. This is one of the year’s fastest-growing technology trends. Fingerprint and Bluetooth technology can turn a vehicle into an automated payment portal.

Entertainment 52

Entertainment Technology Trends Travel 52

Think Customers

OCTOBER 20, 2015

Customer Experience Emerging Trends Social Media customerexperiencepredictions mobile socialmedia technology technologyinnovationsHappy Back to the Future Day, everyone! That's right. Today's the day Marty McFly and Doc Brown arrive from the past to change the course of history once again.

Travel 74

Travel Course Social Media Trends 74

PK

FEBRUARY 20, 2020

However, this technology brings a new challenge: threats to cybersecurity present an issue that rail companies must address. In the freight rail industry, automation technology has provided a pathway to improve railway inspection processes.

Technology 59

Technology Trends Travel Industry 59

Maz Iqbal

NOVEMBER 11, 2014

Two, there is the data-technology path. Let’s make use of the latest technologies (internet, social, mobile, mobile apps, kiosks, marketing platforms.) This is the path pushed by the technology vendors and the more IT oriented consultancies. And using the latest shiny technology to collect data on customers, potential customers, and push out marketing messages? What Customer Experience Paths Are Organisations Taking?

Travel 107

Travel Case Study Automotive Fashion 107

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. It’s during these urgent travel situations when I need customer care to perform at it’s best, and it’s often when it fails the most. The survey that we conducted had more than 1,700 participants –both business and leisure travelers.

Interaction 61

Interaction Travel Hotels Customer Experience 61

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? It turns out, we have been here before with new technology. What was this crazy technology?

Technology 95

Technology Analysis Transportation Travel 95

Alida

JULY 19, 2016

Providing a 360-degree examination of the Millennial lifestyle, the report has important implications for business professionals in all industries, including finance, technology, media, retail, health care and travel. Millennials like new technologies, and they believe science can solve many of the world’s problems. They’re not delaying travel. Millennials see travel as an essential part of the work-life balance. They want to travel now.

Tourism 185

Tourism Report Industry Entertainment 185

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. Omega World Travel selected NICE inContact CXone because it is the only true cloud-native solution with omnichannel functionality and flexible scalability. With $1.5

Travel 27

Travel Virtual Agent Metrics Innovation 27

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. Furthermore, travel businesses need to better understand and react in real-time to the needs of their customers. With the right technology, all of this and more is possible, especially for members of a loyalty program.

Hospitality 40

Hospitality Airlines Travel Customer Experience 40

Oracle

AUGUST 9, 2019

Here are a few ways that CX technology is delivering on a modern honeymoon experience. Not sure where to travel for your honeymoon? One that’s made more difficult if the newlyweds-to-be can’t agree on where they want to travel. With the help of virtual reality (VR) , couples can now put themselves into resorts to get a feel for the experience before booking any travel. Consider the amount of stress that often surrounds a wedding.

Technology 76

Technology Travel Hotels Course 76

Think Customers

MARCH 11, 2015

Despite our innate affinity to journey all over the world, travel can often become complicated. However, for CheapOair , mobile technologies have enabled the online booking site to provide customers with consistent, personalized service no matter their method of choice. Customer Experience Customer Service Mobile Marketing customer experience customer service customer support mobile apps mobile customer service travel

Technology 72

Technology Customer Service Travel Mobile Customer Service 72

Currency Alliance

MAY 9, 2022

We explain how the technology differs from legacy solutions, and how an API-first approach solves the specific business challenges and enables the marketing goals that it was built to achieve. . The post Loyalty technology for the API economy appeared first on Currency Alliance

Technology 52

Technology Loyalty Loyalty Programs System 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. It’s during these urgent travel situations when I need customer care to perform at it’s best, and it’s often when it fails the most. The survey that we conducted had more than 1,700 participants –both business and leisure travelers.

Interaction 48

Interaction Travel Hotels Hospitality 48

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. For example, the Internet transformed the travel service industry as sites like Travelocity decreased the need for travel agents and apps like those created by Uber have shaken the world of taxi drivers forever. It’s been said that when you have a “hammer everything looks like nails.”

Technology 113

Technology Consulting Travel Hotels 113

ShepHyken

OCTOBER 11, 2019

Having written prior books about experience strategies at retail brands like Starbucks, I was eager to examine how leaders at the Ritz-Carlton (an iconic hospitality brand) were reconceptualizing their service delivery to meet changing lifestyles and expectations of luxury travelers. So, how did Airbnb gain its footing and disrupt the travel industry? The post Guest Blog: Building a Human Powered, Technology-aided 21st Century Customer Experience appeared first on Shep Hyken.

Technology 108

Technology Hospitality Hotels Travel 108

ijgolding

FEBRUARY 3, 2015

New technology is enabling people to do what they want, when they want to do it, wherever they happen to be. Customer Journeys Customer retention and loyalty CX Strategy Retail Travel changing consumer expectation customer expectation customer experience Debenhams emotional Emotional engagement making life difficult for customers Marriot wi-fi marriott Marriott Hotels We are living in a world where consumer expectation is changing as rapidly as ever before.

Hotels 252

Hotels Case Study Study Travel 252