How Hospitality and Entertainment Brands Can Future-Proof the Guest Experience

inmoment

Last week, I led a roundtable discussion at the Future Guest Experience 2019 conference, where I had a chance to chat with executives and CX experts who are searching for ways to future-proof their guest experiences. One of the biggest challenges that I’ve seen businesses face today is creating experiences that are both consistent and memorable.

The Benefits of Creating an Entertaining Customer Experience with Gamification

Playvox

If you're in the customer service and experience department, then you've probably heard all about gamification in the call center agents, as it boosts agent performance and engagement. Gamification has proven to be an effective strategy, which is why innovative companies have started to apply this not just for their customer service agents, but for their customers as well.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Gen Z Rely on the Internet Primarily for Social Media and Entertainment

CSM Magazine

Unlike their predecessors, who use the internet mainly to source information, the research found that 86 percent of Gen Z rely on the internet primarily for social media and entertainment, demonstrating a marked shift from “inform me” to “entertain me.” Gen Z has never known a time devoid of online access and they depend on it for entertainment over information.

5 Keys to Writing a Successful B2B Telemarketing Script

Quality Contact Solutions

By Nathan Teahon, Strategic Account Manager. Recently I was asked what the key was to create a robust B2B Telemarketing Script.

5 Keys to Writing a Successful B2B Telemarketing Script

Quality Contact Solutions

By Nathan Teahon, Strategic Account Manager. Recently I was asked what the key was to create a robust B2B Telemarketing Script.

How to Create a Modern Stadium Fan Experience with a Digital Identity

Avaya

Sports fans are focused and engaged, with instant mobile access to info and entertainment. Customer Engagement Avaya Avaya Sports and Entertainment fan engagement Fan ExperienceThe sports fan experience—the way we consume and immerse ourselves in sports on site, at home, in a pub, pre-season, live, or in retrospect—is interwoven with digital tech. They crave integrated experiences that reach beyond the walls of the stadium.

As Avaya Stadium Turns Three, Avaya Kicks Up its Fantastic Fan Experience

Avaya

Customer Engagement Avaya Sports and EntertainmentI’ve always liked things in threes. Three stooges, Charlie’s Angels, the rule of three (suggests that when things come in threes, they are inherently funnier, more satisfying, or more effective than other numbers of things). And let’s not miss the fact that I have three kids. It’s no different when I think about the important technological evolution of Avaya Stadium, which is turning three years old. When We Were One.

Fervent Fans Give Customer Feedback to Verint for Turnkey Intelligence

Verint

Turnkey Intelligence is an independent third-party research firm recognized, respected and trusted by the top entities in sports and entertainment. After doing its homework, the company chose Verint Enterprise Feedback Management as the critical foundation to solicit and capture feedback from more than one million sports and entertainment fans annually.

Top 3 Trends for the Future of Contact Center Training

Contact Center Pipeline

It isn’t easy to develop training programs, implement exercises to keep your audience entertained, and make sure all the correct […]. The world of contact center training is complicated.

Artificial Intelligence—The Post-Pandemic Contact Center Superhero

Contact Center Pipeline

But as far as being entertained by them, I’m not. I have to admit, I’ve never gotten the whole superhero thing. I know that superhero movies consistently do really well at the box office, so I suppose that’s enough of a reason to keep making them.

Customer Experience Strategies: What is Rich Messaging?

Advantage Communications

92 percent of this time spent on apps like social media, messaging and entertainment - with just 8 percent spent on a web browser. The time that US users spend on their mobile phones is continuing to grow. According to TechCrunch , Americans spend about five hours per day on their cell phones.

Koen Schobbers on the secrets of parenting for responsible gaming

5CA

Gaming is the world’s #1 lifestyle choice, played by more people than any other form of entertainment. We’ve had a ringside seat for its evolution, working hand-in-hand with our clients to support their customers as they enter huge, new immersive worlds

Is This The Future? Great Practical Examples of the Beginning of the Metaverse

Beyond Philosophy

While they have to this point largely been dominated by games and entertainment, these immersive technologies are poised to change how people interact with brands’ products and services in more everyday ways. The metaverse. It is supposed to be a digital world.

Transforming the Enterprise CX and EX for Digital Natives

Edify

How we work, research, shop, entertain, create, travel, and communicate are just some areas that have been dramatically transformed. Digital technology has revolutionized almost every aspect of our lives over the last 20 years.

Tips: how to manage customer support in a crisis

5CA

With people stuck at home and shops closed, several industries, such as e-commerce, streaming entertainment, and gaming, are experiencing hyperactivity. Another thought piece on how COVID-19 is re-shaping life as we know it and what can we learn from it going forward.

5 Things Pro Wrestling Teach Us About Customer Service

Steve DiGioia

The fans need to be entertained and the wrestler won’t let them down. They are here to not just satisfy but to exceed their fan’s need for entertainment. You’ll be entertained and your service mindset will be recharged. Ok, ok, so I’m a wrestling fan. So what?

Can Outsourced B2B Telemarketing Help?

Quality Contact Solutions

Outsourcing varies by industry; with software, banking, financial services, insurance, healthcare, utilities, entertainment, media, and publishing industries using outsourced B2B telemarketing at the highest rates.

5 Rules of How to Effectively Target Your Critical Customers

Beyond Philosophy

Consider the following: 57% of Americans want brands that make them laugh and entertain them. 66% of the older demographic want laughter and entertainment, so even more than the general population. Marketers want to target specific customers to get them to buy their product or service.

Facebook Audience Optimization Capabilities: What Does it Me To You?

Natalie Petouhof

Most interests are sorted into broad categories like Lifestyle and Culture, People, or News and Entertainment. Crossing the Chasm Digital Disruption Dr. Natalie's Blog Facebook @constellationrg @drnatalie 839 million interested in love broad categories like Lifestyle and Culture Categories Constellation Research Donald Trump Facebook Ads tags Facebook Audience Optimization Capabilities natalie petouhoff or News and Entertainment people Preferred Audiences The Verge

VoC Leaders: How Travelzoo uses CX data to make smarter decisions (video)

ForeSee

Lisa Oswald is a customer experience (CX) advocate and Senior Vice President of Customer Service for Travelzoo, a trusted online publisher of travel and entertainment deals that places a premium. The post VoC Leaders: How Travelzoo uses CX data to make smarter decisions (video) appeared first on ForeSee. Client Insights Case Stories socializing data Travel Industry Travelzoo video VOC Leaders

The Show Starts When the Phone Rings

ShepHyken

Many of my friends are professional entertainers. You may or may not know that I’m a magician. Some of you may know that I’m also a musician. But today I want to talk about being a magician.

B2C 281

The Customer Service Experience Doesn’t Begin with the Greeting

ShepHyken

In the world of show business and live entertainment, every act has an “opening.”. Most people think it’s the first words that come out of the actors’ mouths, but it’s more than that. It’s the moment the audience sees the actors walking onto the stage.

Mobile Technology and Gaming Create Better Customer Experiences

Win the Customer

The idea behind gamification is quite simple: by applying game mechanics to tasks or functions that typically have no entertainment value, you provide people with motivation to partake in these tasks. In the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences.

Put Some Fun Into Serious Business

ShepHyken

He shared how he’s seen businesses take something that is either really boring or very serious—or both—and make them entertaining. The other day I was talking to my friend and fellow customer experience (CX) expert, Dan Gingiss.

Be a Professional

ShepHyken

By the way, these magicians focus on entertainment rather than voodoo or witchcraft, in case you were concerned. What is a professional? Is it the opposite of an amateur? In the sports world, professional athletes are paid, while amateurs are not.

Guest Post: 5 Inevitable Tips That Can Ensure a Superb Customer Experience

ShepHyken

Content can be designed to raise revenue, sell products, educate, or entertain the consumers. The same study highlighted that 73% of customers worldwide love to watch videos on social media that are entertaining. #3.

Acquire BPO wins Bronze at the 2022 Stevie® Awards for Sales & Customer Service

Acquire BPO

Acquire was recognized specifically for the success of our contact center partnership with a key client, a global entertainment and online gaming platform, with whom we’re engaged for customer service and content moderation.

Improving Customer and Employee Retention: Tips and Strategies

Joe Rawlinson

Employee Appreciate/Client Entertainment Dinners. Client entertainment can be a blast for those responsible for wining and dining the clients. There are going to be those on the staff that are better than others at entertaining.

Insights vs Facts

ThriveableBiz

In entertainment brands it can be seen as more contemporary, tied with the actual outcomes you get from the research process. Insights vs. Facts – the key to winning is knowing the difference!In In popular usage Insights is often a substitute term for Market Research.We all do it! Fair enough.It’s s also a friendlier word to engage […]. The post Insights vs Facts appeared first on Cliizii. Blog Posts Our Blog

5 Top Customer Service Articles For the Week of January 4, 2021

ShepHyken

The author has taken the titles of many of our favorite 80’s songs and worked them into this entertaining post. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week.

The 5 Senses of Fan Research

ThriveableBiz

What’s MISSING from market research(Fan Research) for entertainment brands? What are the roadblocks to being more engaging, and actionable? And what to do about those falling response rates, and the same old surveys? I call it the 5 SENSES OF FAN RESEARCH. Purpose 2. Community 3. Fun 4. Value 5. Influence And not forgetting the SIXTH […]. The post The 5 Senses of Fan Research appeared first on cliizii. Blog Posts Our Blog

The 5 Senses of Fan Research

ThriveableBiz

What’s MISSING from market research for entertainment brands?What What are the roadblocks to being more engaging, and actionable?And And what to do about those falling response rates, and the same old surveys?I I call it the 5 SENSES OF FAN RESEARCH.1. Purpose2. Community3. Value5. InfluenceAnd not forgetting the SIXTH SENSE. Find out more at the end.Being a fan is […]. The post The 5 Senses of Fan Research appeared first on Cliizii. Blog Posts Our Blog

501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting (a One Win Book Review)

Customers That Stick

You’ll find examples from a variety of fields, from healthcare, banking, and entertainment to small. In this One Win Book Review, we take a look at 501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting.

Are Your Customer Communication Touchpoints This Stupid?

Topdown

It proved to be an entertaining and worthwhile read, reminding those of us in customer experience (CX) and customer communications management (CCM) to think very hard about the reasons and ways we touch customers before we start touching them inappropriately (i.e., The title of Micah Solomon’s recent Forbes article caught my eye: “ Stupid Touchpoints Are Worse Than No Touchpoints in Customer Service and Customer Experience.”

Day 4 World Cup Fever Marketing Tips

ThriveableBiz

We inform, entertain […]. Day four we’re talking about going beyond the stats. Tapping into those deep, emotional insights, at the heart of your fan relationships. Because marketing has moved on from shouting one-way messages. While as consumers, we’ve actually gone back to our primal need for two-way conversations with a brand. Sharing our opinions and feelings around the digital campfire. The post Day 4 World Cup Fever Marketing Tips appeared first on Cliizii. Blog Posts Our Blog

5 Top Customer Service Articles For the Week of December 14, 2020

ShepHyken

And, his second trend about how every company is now an entertainment company. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week.

Leaving California: 5 Best Cities for Remote Work

VirtualPBX

It has world-class entertainment, warm weather, a strong economy, and a high quality of life. With all the remote-friendly office spaces, restaurants, and entertainment, it’s almost as if Denver was designed with remote workers in mind.

How Internal Podcasts can Help Engage Your Employees

Russel Lolacher

So it’s not just growing in awareness but also as a viable medium to get information and be entertained by. Internal podcasts are a great tool for communications and to engage your employees. It’s like having your very own company culture radio station.

The De-Evolution of a Business

ShepHyken

This pattern mirrors one found in the entertainment business—the four stages of an actor. Not long ago I was with my friend, Nelson Griswold. He shared with me a phenomenon he referred to as the de-evolution of a business. It can mean the beginning of the end for a business, and it usually comes as a result of not listening to the company’s customers. Let’s say our actor’s name is John Smith.

Is This The Future? Great Practical Examples of the Beginning of the Metaverse

Beyond Philosophy

Usually, you think of VR as an entertainment experience. However, Coca-Cola is taking their use of AR and VR beyond traditional entertainment and gaming use into new areas. By now, you have probably heard of the metaverse.