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 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.

Infographic: Travel and Hospitality 2019 Digital Trends

InTheChat

It’s May, which means that Spring is well and truly here, which means the summer travel season is just around the corner! The post Infographic: Travel and Hospitality 2019 Digital Trends appeared first on InTheChat.

Travel – dealing with a crisis

Eptica

Date: Wednesday, October 16, 2019 Author: Pauline Ashenden - Marketing Manager Travel – dealing with a crisis. On a positive note, high street rival Hays Travel has now stepped in to take over 555 stores and hopes to keep on 2,500 of Thomas Cook’s staff.

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.

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.

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.

Travel 308

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.

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.

[INFOGRAPHIC] The Modern-Day Travel Agent

Working Solutions

Is your first thought that travel agents are outdated–and anything but modern? An independent report by Phocuswright found that travel agency sales are slated to increase by 13% between 2017 to 2021. Call Center Outsourcing call center travelIn fact, the truth is just the opposite. Working Solutions wanted to take a deeper dive into this growing and more sophisticated market […].

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.”

Travel 113

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

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.

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

Working Solutions Survey Shows: Savvy Service Experts Know What Sophisticated Travelers Expect

Working Solutions

Automated self-service travel reservations have upped the ante for customer expectations when they turn to live contact center agents for help. That fact, plus other findings, are evident in a new survey conducted of nearly 1,000 travel agents in our on-demand, onshore workforce. Call Center Outsourcing travel customer experienceThe results posted here—and illustrated in an accompanying infographic—document the challenges faced, […].

Travel in 2020: How can brands stand out?

Infinity

2019 has been a turbulent year in travel, with highs, lows, opportunities, and complexities. 1 But as we are well aware, no brand can rest on their laurels, and in 2020 travel brands will need to continue to prove that they are worthy of as many of those 3.9

Why the best travel agent may be a bot

TELUS International

Next-Gen Technology

Travel 131

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.

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

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

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

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

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.

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 […].

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 […].

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.

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

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

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

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.

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.

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.

How Airlines Handle Trump’s Surprise Travel Ban

The Upsell

President Donald Trump issued a travel ban to the United States for citizens of seven mostly Muslim countries – Iran, Iraq Libya, Somalia, Sudan, Syria and Yemen, for 90 days. The post How Airlines Handle Trump’s Surprise Travel Ban appeared first on The Upsell. Case Studies air canada airlines bloomberg british airlines british airways Delta Airlines emirates Facebook muslim president trump Social media travel travel ban trump Twitter WestjetRecently, U.S.

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.

Doing it for the ‘Gram: Instagram’s impact on travel and hospitality CX

TELUS International

Learn why more and more travel and hospitality brands are seeing the value in Instagram as a sales and customer service tool. Customer Service Channels

Doing it for the ‘Gram: Instagram’s impact on travel and hospitality CX

TELUS International

Learn why more and more travel and hospitality brands are seeing the value in Instagram as a sales and customer service tool

Why travel & hospitality brands should sweat the small stuff when it comes to data

TELUS International

Discover how small data can offer invaluable insight into consumers' travel and hospitality needs

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

TELUS International

CX Best Practices