Customer Complaints About Airline Hold Times Grow Prominent on Twitter
By Sherril Hanson February 1, 2023
By 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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CX Implications of Hospitality Tech Study Data
- By Sherril Hanson January 23, 2023
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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Elevating CX Amid Industry Challenges
- By Keith Kirkpatrick January 2, 2023
By 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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Managing CX via Automation and AI
- By Keith Kirkpatrick December 28, 2022
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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Frontier Airlines Eliminates Live Agent Customer Support
- By Keith Kirkpatrick November 29, 2022
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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Airlines Work on Digital Transformation and the Wow Factor
- By Sherril Hanson November 17, 2022
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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Realistic CX Expectations Are Key to Return to Travel
- By Sherril Hanson September 23, 2022
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 & Hospitality Still Struggling with Labor Gap
- By Sherril Hanson August 24, 2022
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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Two Hotel Chains Turn to CX Technologies to Improve Guest Experience
- By Sherril Hanson June 23, 2022
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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Communication and Omnichannel Interactions Are Key CX Areas for Travel Companies
- By Sherril Hanson June 6, 2022
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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Redpoint Global Finds Room for Improvement in Travel Personalization
- By Sherril Hanson May 27, 2022
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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Travel & Hospitality CX Announcements by Cendyn, mParticle, Spitch.ai, and Amadeus
- By Sherril Hanson April 12, 2022
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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