Brandwatch CX

AUGUST 1, 2024

Discover how luxury travel trends are evolving despite economic challenges. Learn about consumer preferences and how brands can meet new expectations.

Travel 98

Travel Trends Meeting Consumers 98

InMoment XI

JUNE 7, 2022

A data-driven voice of customer program that can help win contracts and build airports that better serve stakeholders and travelers alike More meaningful and accessible analysis of social data via the platform’s intuitive functionality. And to top it all off? You can read Gensler’s full story here.

Company 369

Company Social Media Return on Investment Travel 369

InMoment XI

JANUARY 27, 2022

In April 2021 however, New Zealand entered into a quarantine free travel agreement with Australia leading to a surge of flight bookings throughout 2021 and into 2022. Unfortunately, due to the rise of the Delta variant, this quarantine free travel agreement was short lived.

Airlines 397

Airlines Customer Experience Policies Financial 397

InMoment XI

MARCH 12, 2020

The Role of Artificial Intelligence in Customer Experiences It’s 2020, and most will admit we aren’t where some scientists and experts thought we would be when it comes to flying cars, teleportation, time travel, and other futuristic concepts. View Article.

Innovation 284

Innovation Customer Experience Travel Customers 284

InMoment XI

NOVEMBER 16, 2023

The workshop gathered professionals from diverse sectors such as retail, travel, services, grocery, and healthcare. Participants delved into diverse dimensions of experience delivery, encompassing efficiency, role dynamics, design considerations, and customer journeys.

Healthcare 447

Healthcare Culture Travel Study 447

ECXO

APRIL 18, 2024

People, travel, music lover, and rugby-addicted because life is oval. Founder of CustomerServiceCulture.com, a content hub with over 300 blogs and podcasts, and author of the book ‘The Power of Digital Conversations’ Paolo is also an international speaker. Hosted by: Sylvia Lohr , Principal Product Marketing Manager at Microsoft.

Insurance 334

Insurance Consulting Travel B2B 334

InMoment XI

DECEMBER 3, 2021

Whether it’s how quickly news travels via social media or how to have conversations with marginalised communities, the sheer myriad of variables for brands to consider can seem overwhelming.

Brands 370

Brands Social Media Travel Groups 370

InMoment XI

FEBRUARY 7, 2024

Out of nowhere, citizens were flocking in droves to distant lands, as travel by plane, sea, and car surged. The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. Each traveler is different, with unique needs, preferences, and motivations for travel.

Hotels 195

Hotels Guest Experience Travel Social Media 195

BlueOcean

JULY 20, 2023

Yes, there’ll be travel and calendars to coordinate. Running your procurement process with a virtual approach saves you on travel expenses or the cost of hosting. When you’re already in a crunch to get through the RFP process and make a final decision, scheduling a Zoom call is exponentially faster than arranging travel and meetings.

Contact Center 294

Contact Center Travel Culture Meeting 294

Steve DiGioia

MAY 23, 2022

Many travelers love to find those “non-touristy” attractions and will appreciate your efforts. If your business caters to tourists, feature foods or products from your fellow local businesses. Or you can promote those small but excellent businesses that may be off the usual tourist routes.

Fashion 361

Fashion Sports Hospitality Hotels 361

InMoment XI

MARCH 31, 2020

The Results Are In The UK Consumer Study produced by Bain & Company in partnership with MaritzCX is the first comprehensive annual survey of major UK industries and sub-industries, including Automotive, Travel, Logistics, Utilities, Technology and Media. The data identifies the brands that UK customers consider to.

Study 221

Study Consumers Automotive NPS 221

InMoment XI

JULY 13, 2023

The key is in adapting your perspective to see these adjustments as a fine tuning rather than a complete abandonment of the preexisting travel plan. There was also emphasis on fostering a culture of ongoing learning and improvement.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

CloudCherry

AUGUST 22, 2019

From Amazon to Uber, to the travel convenience of a guitar that folds in half (no, we’re not joking), companies and products that are truly making a mark know that convenience is king. Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’.

Travel 240

Travel Customer Service Training Culture Loyalty 240

GetFeedback

NOVEMBER 25, 2019

Internet Travel Services: 78%. Internet Investment Services: 79%. Internet News and Opinion: 75%. Internet Retail: 80%. Internet Search Engines and Information: 79%. Internet Service Providers: 62%. Internet Social Media: 72%. Investor-Owned Energy Utilities: 73%. Life Insurance: 80%. Limited-Service Restaurants: 80%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

InMoment XI

NOVEMBER 23, 2022

For example, if you were to interview 50 travelers about their air-travel experience, then your sample size would be 50. Sample size is a term used in research and statistics that defines the total number of subjects, samples, or observations included in a survey or experiment. .

Travel 195

Travel Study Airlines Survey 195

InMoment XI

JANUARY 17, 2024

With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers. These include online travel agencies (OTAs), social media, mobile apps, and brand websites.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

CX Accelerator

NOVEMBER 26, 2021

Over the course of 3 months, Shane and I travelled around Australia visiting hospitals to determine what the issues were and come up with solutions to address them. No two sites were the same and I became an expert in a variety of different parking management tools. Ben Motteram. Ben Motteram. Keith Kmett.

Hospitality 182

Hospitality Travel Healthcare Conference 182

CX Accelerator

NOVEMBER 26, 2021

Over the course of 3 months, Shane and I travelled around Australia visiting hospitals to determine what the issues were and come up with solutions to address them. No two sites were the same and I became an expert in a variety of different parking management tools. Ben Motteram. Ben Motteram. Keith Kmett.

Hospitality 182

Hospitality Travel Healthcare Conference 182

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. The morning after she arrived, piles of visitors began pouring into her mothers’ home. They walked past Nooyi and straight to her mom where they congratulated her on her daughter’s accomplishment.

Case Study 310

Case Study Hotels Travel Company 310

Steve DiGioia

JANUARY 20, 2020

The greats of customer service don’t have to be a best-selling author or world-traveling keynote speaker. Just then, I snap out of it and join the real world. No employee can be THAT joyful, can she? The Greats of Customer Service. The greats are sometimes right under our nose.

Travel 238

Travel Customer Service Customers 238

GetFeedback

FEBRUARY 15, 2019

With the prevalence of social media, customer reviews travel quick and have a broader audience. This asks whether customers would recommend this company to others and can be a clear indication of the success of the customer experience strategy.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

AWS Machine Learning

FEBRUARY 14, 2024

We build a personalized generative AI travel itinerary planner as part of this example and demonstrate how we can personalize a travel itinerary for a user based on their booking and user profile data stored in Amazon Redshift. This solution contains two major components.

Chatbots 124

Chatbots Travel Hospitality Data 124

GetFeedback

JUNE 12, 2019

To understand why there’s confusion between the term CX and UX we have to hop on our time machine and travel back to the late 1990s when the term was first used. Unlike customer experience, which focuses on the customer’s entire experience (duh), user experience centers solely on the satisfaction with the product or service.

User Experience 329

User Experience Customer Experience Customers Interaction 329

Kerry Bodine

MARCH 18, 2020

Last week, along with millions of other travelers, I had to cancel three weeks’ worth of business flights in the span of two hours. But a handful of companies have taken the lead over the past few days — and can offer valuable lessons on how to rethink your customer experience in the time of the coronavirus.

Customer Experience 292

Customer Experience Airlines Insurance Travel 292

Steve DiGioia

APRIL 1, 2019

They always tell you, in case of emergency and if the oxygen masks drop down, to place a mask on yourself first THEN assist your co-traveler with theirs. Think back to the words said by every airline flight attendant during the preflight instructions. It’s no different with customer service providers.

Airlines 269

Airlines Travel Customers Measurement 269

TechSee

SEPTEMBER 22, 2020

Field service technicians are often forced to travel to multiple locations per day to provide installation, repair or maintenance services. Schedules are frequently volatile and technicians may be under pressure of time due to emergencies, travel delays, lengthy appointments and cancellations. handling complex equipment.

Self Service 207

Self Service Travel Knowledge Base Technology 207

TechSee

AUGUST 17, 2023

This minimizes the need for unnecessary travel and allows for preliminary assessments before deciding if an on-site visit is required. This assists technicians in identifying components, understanding complex systems, and following procedures more accurately.

Video 205

Video Knowledge Base Travel Tips 205

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Employees wrote and tied hand-written thank you notes to baggage that travelers collected after their flight. While it’s great to send personal notes, of course, it’s possible to get creative. I love this example from Southwest Airlines. Simple, but a really nice way to connect with customers in an unexpected way.

How To 372

How To Airlines Social Media Tips 372

Steve DiGioia

FEBRUARY 15, 2021

During his travels and when trying to locate people who can give him direction, he always seems to get talked into helping one group after another with their problems, whether it’s outlaws or a giant monster – even though it always puts his own life in danger. The Mandalorian is Always Willing to Help Others.

Customer Service 348

Customer Service Hotels Customers Travel 348

ijgolding

APRIL 9, 2020

For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. It has been an amazing, if not exhausting, journey.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

InMoment XI

OCTOBER 19, 2021

We also ask questions we should know the answer to, like “did you travel with us in the last 30 days?” We sometimes ask questions the customer may or may not know the answer to—for example, did we resolve your issue today? The customer is likely thinking “hmm, well I hope so, the agent promised me to fix it.”

Analytics 370

Analytics Data Customer Experience Social Media 370

Experience Investigators by 360Connext

APRIL 27, 2021

Travel your customer journey , and look for quick fixes. These foundational steps will help with the big picture, but you still have the power to improve customer experience incrementally. Aim for quick wins to gain trust and buy-in from leadership throughout your organization. Step 2: Improve. Be your own customer. A broken link, perhaps?

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

Lumoa

OCTOBER 26, 2022

There are nonetheless also many options for those who are still not ready to travel and meet people, as organizers have become better and better at offering an experience that is comparable to face-to-face interactions.

Conference 221

Conference Customer Experience Contact Center Financial 221

CX Accelerator

NOVEMBER 26, 2019

Outside of work, she loves cooking, traveling, and reading. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Find her on LinkedIn and Twitter !

Contact Center 243

Contact Center Airlines Conference Travel 243

TechSee

OCTOBER 7, 2024

Cost Savings and Sustainability Impact Visual intelligence reduces the need for technician dispatches, trimming operational costs while also lowering carbon emissions associated with travel. Reduced technician dispatches not only save costs but also lower carbon emissions associated with travel.

ROI 124

ROI First Call Resolution Travel Return on Investment 124

Kayako

AUGUST 12, 2022

eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. Today even as people are returning to stores, the share of purchasing due to eCommerce continues to increase steadily.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

ECXO

JUNE 11, 2023

SNCF – French state-owned railway company SNCF has implemented a mobile app that provides real-time information on train schedules, delays, and cancellations, as well as personalised travel recommendations based on the customer’s preferences. This has again resulted in improved customer satisfaction and increased loyalty.

B2B 390

B2B B2C Touchpoint Customer Journeys 390