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Hospitality and Travel Digital Case Studies

InTheChat

This is the second post in our three-part series on digital trends in the travel and hospitality sector. In our first post, we discussed overall travel industry trends, as well as specific airline and hotel travel trends.

How travel and hospitality brands are adapting with the pandemic

TELUS International

As economies around the world cautiously re-open, travel and hospitality brands' CX needs will likely remain unpredictable for the foreseeable future.

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How Chat is Changing Travel

Smooch

A version of this article originally appeared in Travel Daily. But nowhere is this more true than in the travel industry. Pre-getaway Today’s savvy traveller could plan a whole trip inside messaging channels like WhatsApp and Facebook Messenger if they wanted to.

Can’t travel? 6 alternatives for Customer Success Managers.

CustomerSuccessBox

In a world where work from home is fast becoming the norm, Customer Success Managers have always faced this dilemma – to travel or not to travel to meet their customers. Nilesh, you just said we can’t travel. Should customer success managers travel?

The Lowdown on Downloads: 3 Customer Service Apps to take on your Summer Travels

Fonolo

When it comes to travelling, people are increasingly reliant on their smartphones. Sticking to a budget while traveling is a lot more difficult than doing so from the comfort of your home. Back in 2009, Apple filed for a trademark on its buzz-worthy phrase, “There’s an app for that.”

Branch Travels to SXSW

Branch Mesenger

To say that we've been loggins some serious air miles this week, would be an understatement. At Branch, we've been on the move. From our snowy HQ in Minneapolis, we've hit the road to a number of conferences and events this week. ??Las Las Vegas --> ??Los Los Angeles --> ??Austin. Austin.

The Startling Truth About Traveling With the Top 1%

Beyond Philosophy

These trends have led travel companies to rethink the experiences they offer to customers, especially the ones with lots of money to spend. But it could also make ordinary travelers feel inadequate and dissatisfied with the experience they are having.

Gant Travel Goes the Distance with CXone

NICE inContact

Based in Bloomington, Indiana, Gant Travel specializes in corporate travel services for mid-size businesses. Its 81 agents handle a variety of travel reservations 24/7 — approximately 600 every month. Gant Travel turned to NICE inContact CXone to help diagnose and solve its customer service issues — a process that Gant teams described as “peeling back the layers of an onion” because every new issue revealed many more.

Talkdesk for Travel & Hospitality: Move to the cloud now

Talkdesk

However for some companies, particularly in travel and hospitality, the storm came abruptly with little time for planning and response. The post Talkdesk for Travel & Hospitality: Move to the cloud now appeared first on Talkdesk “Talkdesk works well with remote teams.

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Overcoming Customer Support Challenges in the Travel Industry

Ameyo

Travel and tourism industry has seen major growth in the past couple of years with contributing about 10.4% more than the previous year (World Travel & Tourism Council, 2018). The post Overcoming Customer Support Challenges in the Travel Industry appeared first on Ameyo. customer support software travel and tourism customer support challengesto global GDP. That’s 4.6% This growth has further been accelerated with the world going digital.

Why the best travel agent may be a bot

TELUS International

Next-Gen Technology

Four ways to connect with Baby Boomer leisure travelers

TELUS International

CX Best Practices

5 Reasons Why Travel Companies Are Outsourcing Customer Care

Working Solutions

In the era of Airbnb and Arrivedo, travelers are savvier than ever. They know how to bypass conventional travel industry paths to find deep discounts. Operations travel customer experienceThey know which social accounts to follow to find amazing flash sales. They know how to find great deals, and their expectations are being raised accordingly. In this environment, how […].

Travel Digital Customer Experience Benchmark 2019

Maru/Matchbox

The post Travel Digital Customer Experience Benchmark 2019 appeared first on Maru/Matchbox UK. Digital customer experience travel Travel and Hospitality VoC Voice of the Customer

The Future of Business Travel Is Customer Experience Innovation

Nexmo

The post The Future of Business Travel Is Customer Experience Innovation appeared first on Nexmo. Messaging Omnichannel Real-time Communications SMS Voice hospitality travel

Travel & Hospitality boom: Keeping ahead of fraudsters

Eckoh

The travel and hospitality market is growing fast but do airlines, travel agents, hotels and other operators have the right security to keep pace

CX Storytime Tale of Have Wine, Might Travel

Russel Lolacher

Even when travelling to the most beautiful, exotic destinations, an airline can make, or break your experience. Have Wine, Might Travel. It’s one of the most beautiful travel destinations in the world. Clarissa travelled for work frequently.

Summer Travel Underscores Need for Airlines to Overhaul Customer Service

Aspect

air travel hit a record high in 2016, a recent report from ABC News found that airlines are anticipating an additional 9 million travelers between June 1 st and August 31 st this year. Travel industry customers aren’t sitting at home buying a tangible product online.

Create Effortless and Personal Experiences for Traveling Customers

Bright Pattern

Time away from work is a great way to de-stress, travel, and visit with friends and family. But vacation relaxation can be easily doomed if your travel and hospitality providers fail to deliver the highest level of customer service. travel

Working Solutions Surveys the Experience and Expertise of its On-demand Travel Experts

Working Solutions

The customer-service demands of the global travel industry require contact center agents to be well-versed in this ever-evolving industry to serve more sophisticated travelers. Jamie Biesiada in the Travel Weekly piece, “Survey illustrates advisor-agent divide,” recently reports on this fact. Call Center Outsourcing travel customer experience

Why Should Travel & Hospitality Companies Care About Customer Experience?

Ameyo

More so, in case of the travel and hospitality industry. People love to travel […]. The post Why Should Travel & Hospitality Companies Care About Customer Experience? travel and tourismWhat is the first word that comes to your mind when you think about the reasons for the growth of a business? If you said “customer experience’’ then you probably know those companies that consistently offer best-in-class customer experience to their clients.

Empowering Customers to Fulfill Their Dreams of Traveling With AirTreks

Nicereply

AirTreks is a company of travel experts. We are passionate about exceeding expectations and empowering people to experience their dreams of traveling the world. We believe that travel is vital, and a powerful way to connect to global communities.

Internet Travel Solutions moves hundreds of agents to remote work with Talkdesk

Talkdesk

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.

How Travel Industry Benefits With Virtual Call Center?

Ameyo

Travel is rising with a boom and according to ADI, it is predicted that it will hit $98.02 People travel to find a break from their work schedule and they want a surpassing experience at every stage of their journey. The post How Travel Industry Benefits With Virtual Call Center? travel & tourism Virtual Call Centerbillion this year. Today’s customers are equipped with multiple options to choose from and it […].

Travel & Hospitality boom: Keeping ahead of fraudsters

Eckoh

The travel and hospitality market is growing fast but do airlines, travel agents, hotels and other operators have the right security to keep pace? Millions of new consumers from emerging and developed markets are entering the global traveler pool.

The Importance of Customer Experience Culture in Hotel & Travel Industry

LiveChat

The post The Importance of Customer Experience Culture in Hotel & Travel Industry appeared first on LiveChat. As you probably know, I’m nuts about customer service and great customer experience.

Travel & Hospitality: Why 'experience' can make or break you

Eckoh

Customers are spending more of their money on experiences, such as travel and hotels, and less on possessions. But are travel and hospitality companies taking full advantage

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4 Tips to Improve Customer Service in Travel and Tourism

Working Solutions

Call Center Outsourcing customer service in travel and tourismThe quality of customer care is important for any company—and not just for its reputation, but also for its bottom line. According to Zendesk, 42% of B2C consumers will make more purchases from a business after receiving a “good customer service experience.” And Forrester has spent years documenting the correlation between a company’s revenue growth […].

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Here Comes the High Season: Travel Industry Customer Service Tips for 2019

Working Solutions

If you work in travel and hospitality, the time you have to prepare for the busiest parts of the year can be measured in months, and, more realistically, in weeks. The reality is that most people planning to travel this summer have already started to book their reservations. Call Center Outsourcing travel customer experience

How to create loyal customers and brand evangelists in the travel and hospitality industry

Up Your Service

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.

What Makes a Good Travel Review Experience?

Maru/Matchbox

The online travel landscape is changing. Travel brands, particularly online hotel agents such as Booking.com and Hotels.com, are coming under increasing scrutiny for so-called ‘high-pressure’ selling tactics. Instead, travel brands will need to rely much more heavily on other digital experience elements – such as reviews, photos, information and offers. Results taken from the Travel Digital Customer Experience Benchmark report 2019. Insights Customer Experience trave

What makes a good travel review experience?

Maru/Matchbox

The online travel landscape is changing. Travel brands, particularly online hotel agents such as Booking.com and Hotels.com, are coming under increasing scrutiny for so-called ‘high-pressure’ selling tactics. Instead, travel brands will need to rely much more heavily on other digital experience elements – such as reviews, photos, information and offers. Results taken from the Travel Digital Customer Experience Benchmark report 2019. Digital customer experience travel

What will the travel industry focus on in 2019?

Infinity

Technology plays a vital role in the travel industry. Last week, we visited Travel Technology Europe (TTE) for an inside scoop on how technology is affecting the travel industry. People still think Chinese travelling is group-based only.

5 vital statistics from the latest travel research

Infinity

To help you prepare for tomorrow, we’ve picked out five eye-opening discoveries from some of the latest pieces of travel research, and unpacked a little about what they could mean for the industry. 1) MISSED: 4.72% of calls to travel brands go unanswered in February.

Bleisure customer experience: Meeting the needs of the modern traveler

TELUS International

Learn how to deliver exceptional customer service to travelers who blend business and leisure

How Generation Z is changing, and challenge, the future of travel

TELUS International

CX Best Practices

Is Your Travel Call Center Ready for the High Season? Here’s How Contact Center Outsourcing Can Help.

Working Solutions

More than most industries, businesses operating in travel and tourism experience fluctuations in customer demand and utilization throughout the year. Summer travel is, and probably always will be, the peak season. Call Center Outsourcing travel call centerSpring break and the year-end holidays also see huge levels of traffic, while the early autumn and mid-winter tend to be times of relative […].

Deliver a First-Class Travel Experience with Conversational AI

Interactions

As traveling becomes more mainstream, these amenities may seem like a distant dream. But as we look at the customer experience as a whole in the travel industry, big improvements can be made to make customers feel more valued, respected, and happy.

Omnichannel Contact Center Software For Travel Industry – You Simply Cannot Do Without It

Hodusoft

The travel industry is an umbrella term that covers diverse services such as air, train and surface travel, hotels, holiday experiences, and business travel. Customers no longer turn to travel agents for advice, tips and to find the right service.

Travel & Hospitality: Why 'experience' can make or break you

Eckoh

Customers are spending more of their money on experiences, such as travel and hotels, and less on possessions. But are travel and hospitality companies taking full advantage? Spending on recreation, travel, and eating out is going up.