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.

Gant Travel Goes the Distance with CXone

NICE Systems

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.

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.

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 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

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

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

Bright Pattern Customer and Travel Industry Unicorn Named CCW Excellence Award Finalist for Best in Class Contact Center

Bright Pattern

Klook, the industry-leading “unicorn” global travel and experiences booking platform, has been announced as a finalist for this year’s CCW Excellence Award for Best in Class Contact Center.

[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 […].

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

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 […].

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? Millions of new consumers from emerging and developed markets are entering the global traveler pool.

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.

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 & 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 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.

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

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.

3 Ways Conversational AI can help your Customers in an Urgent Travel Situation

Interactions

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.

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? Spending on recreation, travel, and eating out is going up.

3 Ways Conversational AI can help your Customers in an Urgent Travel Situation

Interactions

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.

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

Digital Travel Companies are Leveraging Contextual Communications to Transform the Customer Experience

Nexmo

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.

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 115

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.

Investing in Travel Tech is critical for 2019 - here’s why

Infinity

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.

Trains, Pains and Automo-feels: Customer Experience During Festive Travel Time

Rant And Rave

Ah, the joys of travelling home for Christmas. Bags loaded up with gifts. The warm glow of twinkling lights in the distance. The merry camaraderie and spontaneous carol-singing on the train…. Customer Experience

How good is the digital customer experience from travel brands?

Eptica

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? So, how are UK travel companies doing in terms of online customer experience? The digital customer experience is vital to success in the travel sector.

Why Brands Must Capture Feedback from the Silent Traveller to Improve CX

Rant And Rave

Long gone are the days of traipsing into a travel agent to book a flight. The customer experience of booking a trip has changed big-time over the last decade.

New Industry Survey Focuses on Travel & Hospitality

COPC

TRAVEL CUSTOMERS HAVE THEIR SAY IN THESE KEY AREAS: CUSTOMER CARE EXPERIENCE, PURCHASE EXPERIENCE AND CUSTOMER LOYALTY. Full Travel & Hospitality Report Now Available! In this inaugural edition, travel & hospitality is the first industry in the spotlight. BUSINESS TRAVELERS: THEY TRAVEL MORE AND THEY EXPECT MORE. Compared to leisure travelers, business travelers take far more trips in any given year. of leisure travelers.