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Rising tide of customer complaints about airline customer service via Twitter

Customer Complaints About Airline Hold Times Grow Prominent on Twitter

A new study finds that airlines are among the the worst offenders when it comes to customer hold times, with a rising tide of complaints via Twitter.

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Hospitality tech consumer research studies

CX Implications of Hospitality Tech Study Data

Hospitality Technology has released a Lodging Technology Study, as well as a Customer Engagement Study with data pointing to particular areas of focus for customer experience. Some of the findings coincide well with the market drivers of CX in...

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Airline customer experience

Elevating CX Amid Industry Challenges

Southwest Airlines canceled an additional 2,500 flights on December 27, resulting in a 60% reduction of its schedule, frustrating customers simply seeking to get to their destinations during a busy holiday season. Since December 21, the airline has...

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Airline automation and artificial intelligence

Managing CX via Automation and AI

In November 2022, Dash Research highlighted low-cost carrier Frontier Airlines’ decision to eliminate all live agent, voice-based customer service options. Reaction to the piece on LinkedIn indicated a definite preference for technology to...

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Airline automated customer support

Frontier Airlines Eliminates Live Agent Customer Support

Many companies have tried to shift the bulk of their customer support operations to digital channels to allow live agents to handle only the most complex or critical calls. But as the busy travel season shifted into high gear, Frontier Airlines...

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Airline customer experience

Airlines Work on Digital Transformation and the Wow Factor

Some recent airline and airport announcements have focused on technologies that definitely provide some futuristic “Wow” moments. However, these technologies will have the most success in improving customer experience if airlines keep in mind...

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Travel and hospitality customer experience

Realistic CX Expectations Are Key to Return to Travel

This past month I took my first international trip since 2019. Armed with my knowledge of the CX technology stack that many travel and hospitality companies would potentially be using to deliver a good experience, I was fully prepared to come back...

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Travel and hospitality employee experience

Travel & Hospitality Still Struggling with Labor Gap

The World Travel & Tourism Council (WTTC) released data in July indicating that in the United States alone, there is a 7% shortfall in job vacancies. According to WTTC's data, an estimated 321,000 Travel & Tourism positions went unfilled in...

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Hotel customer experience

Two Hotel Chains Turn to CX Technologies to Improve Guest Experience

The ability to provide positive experiences for customers along digital and in-person touchpoints over the entire customer journey, from research and booking to check-in and boarding, to hotel departure and more, has always been a challenging task...

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Digital engagement in travel and hospitality

Communication and Omnichannel Interactions Are Key CX Areas for Travel Companies

In the Dash Research report, CX in the Travel & Hospitality Industry, two of the key market drivers examined are: The demand for omnichannel interactions and self-service along the various touchpointsIncreased communication...

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Travel personalization

Redpoint Global Finds Room for Improvement in Travel Personalization

The road to travel recovery remains a bumpy one with the industry experiencing labor shortages, rising costs and lingering health and safety concerns. According to recent research by Redpoint Global, travel experience satisfaction remains an area...

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CX travel and hospitality products and customers

Travel & Hospitality CX Announcements by Cendyn, mParticle, Spitch.ai, and Amadeus

The use of clean, relevant, and accurate data is critical to all aspects of providing great CX. In the travel & hospitality sector, as in others, this data can be used to provide a more personalized engagement with a brand. Well-managed data...

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Latest Research

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

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CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

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CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

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Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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