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.

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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.

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

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

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.

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

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 Flexible Phones Brought One Travel Company Closer to Its Customers

aircall

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.

On time, every time: The value of intelligent automation in air travel

TELUS International

Discover how intelligent automation is improving the passenger experience with fewer cancelled flights and personalized customer service

What airlines are doing to master digital transformation

TELUS International

Travel and HospitalityDiscover the new technology airlines like Air Canada, Ryanair and Lufthansa are embracing in order to get closer to the customer.

ConcentrixCX: What If You Had CX Superpowers?

Concentrix

Automotive Analytics Banking Videos Consumer Electronics Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology Travel VideoGet the power! Turn your team into CX superheroes and change the way customers think about your brand.

13 Benefits of a Pilot Project Before Buying

West

Interactive Services Proactive Notifications & Mobility Professional Services Travel & Hospitality airline assistant audience benefits case study customer CX experience fail feedback implementation metrics pilot project risk savings SMS solution test travel variables

ConcentrixCX: What If You Had CX Superpowers?

Concentrix

Automotive Analytics Banking Videos Consumer Electronics Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology Travel VideoGet the power! Turn your team into CX superheroes and change the way customers think about your brand.

Social Media Dominates Customers’ Online Activities

Concentrix

Automotive Thought Leadership Banking Consumer Electronics Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology TravelCapitalize on social media for brand building, sales, and customer service.

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Customer Effort: How to Make Things Difficult for Customers, by Premier Inn

ijgolding

In 2017, they have already won four awards – including ‘Best Budget Hotel Chain’ (Business Traveller Awards); ‘TripAdvisor Travellers Choice Awards’ (for some of their hotels); ‘Best Midscale Hotel Brand’ (Business Travel Awards); and a Certificate of Excellence (TripAdvisor).

Forrester Report: Future-Proof Your Customer Service

Concentrix

Automotive Research Banking Consumer Electronics Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology TravelRead this report on why you need to build an AI-infused cognitive contact center. The post Forrester Report: Future-Proof Your Customer Service appeared first on Concentrix.

VOC: The Action Gap

Concentrix

Automotive Analytics Thought Leadership Banking Consumer Electronics Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology TravelLearn how to close the Action Gap and get a better return on your VOC investment.

Corporate Fact Sheet

Concentrix

Automotive Fact Sheets Banking Industry Consumer Electronics Solution Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology Travel Fact SheetWho is Concentrix? We can’t wait to show you.

The lost suitcase – the sad reality of customer experience evolution

ijgolding

Customer Journeys CX Leadership CX Professionals CX Strategy People Recovery Retail Travel

VOC: The Action Gap

Concentrix

Automotive Analytics Thought Leadership Banking Consumer Electronics Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology TravelLearn how to close the Action Gap and get a better return on your VOC investment. The post VOC: The Action Gap appeared first on Concentrix.

Social Media Dominates Customers’ Online Activities

Concentrix

Automotive Thought Leadership Banking Consumer Electronics Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology TravelCapitalize on social media for brand building, sales, and customer service. The post Social Media Dominates Customers’ Online Activities appeared first on Concentrix.

Sales 40

Corporate Fact Sheet

Concentrix

Automotive Fact Sheets Banking Industry Consumer Electronics Solution Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology Travel Fact SheetWho is Concentrix? We can’t wait to show you. The post Corporate Fact Sheet appeared first on Concentrix.

Improve Your IVR, Improve the Customer Experience

Aspect

When my sister checked in at the airport for her outbound flight she discovered an issue with her frequent traveler number, A.K.A. On the eve of her departure, my sister started making phone calls to see if she could get to the bottom of her frequent traveler number.

Customer unhappiness and how to create it. A masterclass by Emirates

ijgolding

Being a regular traveller, I have witnessed the very worst human nature has to offer. The thing about air travel, is that it is a customer experience rife with stress. Travelling is tiring – it is physically and mentally draining.

4 Factors Increasing Call Volume at Your Business (and How Proactive Communication Can Help)

West

Healthcare Interactive Services Proactive Notifications & Mobility airline automotive business call case study center communication contact email emergency increasing insurance notification pharmacy proactive seasonality SMS strategy success text travel voice volume

The epic failings of Emirates: are brands really trying hard enough when it comes to Customer Experience?

ijgolding

Customer Journeys Customer retention and loyalty Recovery Travel customer experience customer experience failure customer experience recovery Emirates Etihad As someone who spends his life eating, talking, breathing, writing and generally living everything to do with Customer Experience, it is inevitable that on occasion I may get tagged as a serial ‘moaner’ It is true to say that I often highlight the less than palatable experiences I encounter.

Customer or Hostage? The unfortunate story of the UK passenger rail industry

ijgolding

Travelling to and from work can rarely be described as an experience we look forward to – whatever part of the world you come from. Yet for the hard working British worker, the daily travel experience has become more unpleasant than ever.

Putting an Airline’s Customer Experience to the Test

ConvergeOne

One of my favorite stories, which occurred to me and 200 of my now-closest friends, involves airline travel. As a customer experience professional, I find myself more attuned to experiences I receive as a consumer.

‘Welcome to our kitchen’! Would you have the courage to invite customers into the inner workings of your company?

ijgolding

Customer Journeys Customer retention and loyalty CX Reviews Travel accessible experience Brandlove Chantel Botha customer experience customer experience in south africa cx emotional experience functional experience The Local GrillAllow me to start this post by asking a question.

Customer Experience – Kyoto-style: By Beth Richardson

ijgolding

Our travel insurer (CoverForYou) sent us this text. I hadn’t used them before, and didn’t need to claim, but I have just moved my annual business travel policy to them. Earlier this year I was lucky enough to visit Kyoto in Japan for a holiday.

Thinking and acting in the interests of the customer. Have you enabled your people to do it?

ijgolding

Travelling as far and wide as I do, I consider myself extremely fortunate to witness first hand, customer experience in different cultural environments. That is until the very last day… With our flight departing at 23:25 at night, we had a day to kill before travelling to the airport.

How to spectacularly fail your customers and damage your brand – by British Airways

ijgolding

As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling. I experienced this for the first time two weeks ago when travelling back from Johannesburg to Heathrow.

Eurostar est Shambolique: It’s not just the airlines who need to get their act together

ijgolding

Travelling experiences are a common feature of my writing – in fact, some would say too much of a feature! On this occasion, we chose to travel to Paris by rail – not by air. The next time I travel to Paris, it will be by air.

‘The ‘e’ in easyJet does not stand for empathetic’ – the real cost of sticking to the rules!

ijgolding

That is why when it comes to the summer holiday – or any holiday for that matter – we hope and expect that the organisations we choose to travel with are able to deliver an experience that takes away as much of the potential stress as possible. The summer holidays are upon us.

Customer Engagement Center Series: Service Intelligence

Aspect

Customer Experience English/US Travel customer service ITR IVR omni-channelLet’s recap what we’ve covered thus far in our customer engagement center series ….

The Customer Experience Reality Check! The case of Manchester Airport

ijgolding

As a regular traveller, I am made to ‘endure’ the airport experience far more regularly than I would like. This particular award was voted for by travel agents – not the poor, resigned, suffering hostages who have to use the thing! Resignation. Sufferance. Tolerance.

Norwegian – Customer Experience Review

ijgolding

There is a ‘new kid on the block’ – one that could potentially change the face of air travel. If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in ‘budget’ air travel as Ryanair or Easyjet.

The wonderful sound of Customer Experience: Tales from South Africa

ijgolding

Now I have made it clear that I travel a lot. So you would imagine I have my travelling routine down to a T – wrong!! I arrived in South Africa after 14 hours of travelling, only to realise that I had forgotten to bring any underwear or socks!