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.

Technology 238

Technology Customer Experience Personalization Engineering 238

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. It’s no wonder that today, against the backdrop of COVID-19 and societal upheaval, travelers are more concerned than ever with their personal safety. What do I need to embark on my journey?

Customer Experience 87

Customer Experience Call flow Interactive Voice Response Call Center 87

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 Real estate Entertainment Consulting 59

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 325

Technology Customer Experience Complaint resolution Gamification 325

JivoChat

MARCH 12, 2023

Over the last few years, using modern technology and tools in education has become increasingly important. With the arrival and development of online education resources, innovative language learning technologies have started dominating the education world. Many platforms use speech recognition technology.

Education 75

Education Technology Gamification Entertainment 75

aircall

MAY 19, 2021

In the past year, most people were forced to put off travel season because of COVID-19. Would-be travelers dashed their hopes of visiting family, escaping to the beach, or going on an adventure to scratch off their bucket list due to border closures and city or country-wide shutdowns. COVID-19’s Impact on the Travel Industry.

Government 62

Government Entertainment Call Center Marketing 62

Fonolo

JUNE 26, 2019

When it comes to travelling, people are increasingly reliant on their smartphones. With the Transportation Security Administration calling 2019 the “ busiest summer travel season ever ,” these three customer-focused apps are not only worth downloading, but can provide valuable insights into what customers expect from businesses.

Customer Service 104

Customer Service Airlines Transportation Call Center 104

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.

Best practices 62

Best practices Airlines Average Handle Time Wait times 62

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 Customer Support Technical Support Self service 176

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.

Technology 153

Technology Analytics Enterprise Technical Support 153

ShepHyken

JULY 12, 2022

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. First, we must learn how to deal with all the different inquiries at the start of the customer’s journey. Find out what the customers’ end goals are.

Sales 291

Sales Marketing Customer Service Technology 291

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.

Cloud contact 61

Cloud contact Contact Center Analytics Metrics 61

Nexmo

MARCH 7, 2019

A general move towards digital technologies has been afoot in the travel industry for some time now; savvy travel companies know customer expectations are higher than ever before, and those who resist digital transformation will find themselves losing out to those who have embraced it.

Customer Experience 67

Customer Experience Technology 67

SharpenCX

OCTOBER 13, 2021

Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. Whether your contact center intends to go back to the office or stay remote, the acceleration of digital transformation projects and jumps to cloud technology will continue. Trend One: Stay Agile with Remote Workforce Management.

Contact Center 128

Contact Center Technology Coaching Analytics 128

Infinity

FEBRUARY 26, 2019

Technology plays a vital role in the travel industry. From improving the customer experience, enabling efficient operating systems, and helping you capture the overseas market there is a technological cog available to fit into every clock of your business. People still think Chinese travelling is group-based only.

Technology 49

Technology Marketing Chatbots Sales 49

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?

Self service 61

Self service Airlines Wait times Customer Care 61

CSM Magazine

MAY 18, 2023

The global technology platform will power personalised guest experiences to increase revenue while providing deeper guest insights for the global hospitality company. “Today, consumers expect more out of their F&B experiences whether they’re staying local or traveling abroad.

Technology 52

Technology CRM Marketing Management 52

Contact Center Pipeline

FEBRUARY 23, 2023

Yet, with the rate of growth in the technology and communications sector, it often feels like we’re traveling at warp speed without a map, compelling us to seek […]

Contact Center 130

Contact Center Call Center Technology Customer Service 130

ShepHyken

DECEMBER 7, 2023

The technological infrastructure of call centers contributes to another growing concern: electronic waste. Considering the vast number of employees traveling to these large call centers five to six days a week, their collective contribution to these emissions highlights the considerable environmental impact of this daily travel.

Call Center 146

Call Center Transportation Upselling Education 146

Vistio

AUGUST 29, 2022

Remember road trips before technology? Next came GPS satellites that provided real-time location and directions and eventually included other travel-related data. And that has many contact center leaders dreaming of a future where technology can handle any customer issue. But these maps had limitations.

Contact Center 52

Contact Center Technology Self service Construction 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. By David Harrington. The rise of white-glove customer service.

Airlines 74

Airlines Scripts Call Center Transportation 74

aircall

JUNE 25, 2018

But as 110 inches of snow blanketed the city throughout the 2014-2015 season, one nearby travel agency was struggling to take advantage of local wanderlust. Working in the international tourism industry naturally requires frequent travel as well. The promise behind our brand is a completely customized travel experience,” said Kelly.

Morale 59

Morale CRM Call Center Personalization 59

ShepHyken

DECEMBER 4, 2020

Without a well-defined customer experience strategy and roadmap, you risk investing in the wrong technology and designing the wrong experiences. Wrong Technology. When we refer to investing in the wrong technology, we are talking about technology solutions that are too expensive, have low adoption, and fail to deliver ROI.

Customer Experience 346

Customer Experience Airlines Customer centricity Surveys 346

Cisco - Contact Center

MARCH 13, 2024

The Cisco Store team opened a travel store at Cisco Live EMEA, held in Amsterdam… Read more on Cisco Blogs If you’ve ever wanted to learn more about what the Cisco Store Tech Lab looks like on the road, here’s your chance!

Technology 97

Technology 97

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?

Self service 48

Self service Airlines Wait times Customer Care 48

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. How to introduce inexperienced staff to new technologies. “It’s

Technology 93

Technology Employee engagement Personalization Customer Support 93

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. The Future of Contact Center Technology.

Contact Center 62

Contact Center Technology outsourcing contact center solutions 62

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 technology. Virtual Call Center.

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 52

CCNG

AUGUST 2, 2023

Understand Your Customers Journeys Secondly, not defining customer journeys is like traveling on a train without a schedule. People And Process Are Just As Important As Technology If Not More! Thirdly, over-reliance on technology is like relying on a welder to build a train.

Contact Center 195

Contact Center CCNG Best practices Technology 195

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. Though it is not perfect yet, this technology is still AI, and it hasn’t reached its highest level. Technology is bringing exciting updates to the entire Customer Success industry.

Technology 52

Technology Chatbots Advertising Marketing 52

Infinity

FEBRUARY 21, 2019

Last year, IT investment in the UK travel industry grew 5%. Simply put, travel companies are preparing and safeguarding their resources and budgets in the event of severe economic disruption caused by Brexit. This was according to The Travolution Innovation Report. Standing still can be just as dangerous as going too fast.

Analytics 45

Analytics Marketing Sales Technology 45

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 77

Technology Big data Analytics Personalization 77

Branch Mesenger

MARCH 8, 2019

Our CEO, @atifsiddiqi getting ready for the stage and his talk on the impact of hourly employee technology on in-store operations. Macy's will talk about how technology has helped improve customer friction points. Earlier in the week, our team visited Shoptalk, the annual retail convention: ??

Finance 48

Finance Enterprise Sales Technology 48

Working Solutions

SEPTEMBER 4, 2018

Ashok Narayanan, an industrial engineering leader in healthcare and travel, joins the senior management of Working Solutions. The post New Technology Strategist Dives Deep for Client Solutions appeared first on Working Solutions. He’s known for his expertise in transforming complex systems, such as Sabre flight reservations.

Technology 65

Technology Healthcare Engineering Management 65

TechSee

JULY 24, 2018

In May 2018, she travelled from her home in Colorado to the Italian Dolomites to participate in the Dolorock 2018 climbing festival. Luckily, Joan had travel coverage. The post How technology can drive a customer centric culture: 3 true stories appeared first on Techsee. Assisting customers when time is of the essence.

Customer centricity 104

Customer centricity Technology Enterprise Airlines 104

Serenova

JANUARY 7, 2020

If you’re familiar with Serenova, you know we talk (and write) often about the power of technology. Time and time again, we’ve seen, firsthand, how our technology solutions fuel growth by transforming the customer experience. Transformational technology is in our DNA. But technology is only part of the story—and the success.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

TechSee

SEPTEMBER 22, 2020

Augmented Reality technology is already firmly entrenched in the field service industry and wider adoption is being driven by the need to overcome the operational challenges posed by the COVID-19 pandemic. The technology can recognize the equipment, and identify specific parts including wires, cables, pipes, fuses and bearings.

Self service 207

Self service B2B Customer centricity Technology 207