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Customer Relationship Management in Travel & Hospitality

Customer relationship management (CRM) is one of the key functional areas in the CX landscape. The use of CRM systems offers benefits in any industry, enabling the tracking of customer interactions and information, eliminating manual activities,...

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Passenger Tracking Systems: A Behind the Scenes CX Technology

As the travel industry sputters toward recovery, those in the industry are turning an eye toward technologies that ease painful operational issues, and that provide a positive experience and impression for customers. The patterns of moving through...

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Staffing Issues Continue in Travel and Hospitality

According to the World Travel and Tourism Council (WTTC), at the height of the COVID-19 pandemic in the spring of 2020, an astonishing 1 million travel and tourism jobs were being lost every day around the world. The slowdown in the industry, in...

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Customer Data and Analytics: Redpoint Global and the Golden Record

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

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Travel & Hospitality Sector Turns to Self-Service

One of the sectors most affected by the COVID-19 pandemic has certainly been the travel & hospitality industry. Particular pain points include how to handle large spikes in the volume of support requests during staffing shortages and how to...

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Alexa Smart Properties for Hospitality Launches in the UK

Amazon has announced the launch of Alexa Smart Properties for Hospitality in the UK. This offering is already available in the US and has targeted France as an upcoming market. Alexa Smart Properties for Hospitality helps improve CX in hotels by...

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Customer Feedback in Travel and Hospitality: Inputs from Everywhere and Anywhere

A customer journey during travel can be a complicated, disparate, and non-linear meandering process through digital, voice, and in-person touchpoints. The “how did we do?” written card at the end of a hotel stay is all but ancient history,...

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Contactless Trends in Hospitality that Improve CX and Calm COVID-19-Weary Nerves

The hospitality industry was already working to implement more contactless technologies pre-COVID-19, but the pandemic accelerated many rollouts and pushed trials to implementations. Hotels are experimenting with limited front desk staff, virtual...

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Airport CX: Choices, Choices . . . Wait in Line or Read a Book While Sipping a Beverage?

Waiting in lines has long been part of the travel experience. Parking shuttles, rental car vans, baggage check-in, customer service, and security are all points where a long wait can prove not only unpleasant, but potentially trip altering if your...

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The Journey Behind the Journey: Customer Journey Mapping in Travel

Planning a trip is often a mix of anticipation, excitement, and occasionally frustration. Companies looking to remove friction and pain points during a customer’s interactions with them during the travel process can turn to customer journey...

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Using QR Codes to Improve CX

Although quick response (QR) codes existed long before the COVID-19 pandemic, implementing low- and no-contact interactions in restaurants, retail locations, and other in-person settings helped put QR codes back in the spotlight. While enabling...

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Merkle Set to Acquire Commerce Services Firm LiveArea

In a deal that would unite two companies with significant customer experience management (CXM) and commerce services capabilities, Maryland-based Merkle Inc. has entered into an agreement to acquire Texas firm LiveArea. The transaction,...

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Latest Research

Artificial Intelligence for CX Applications

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of AI Within CX Platforms and Applications

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CX Market Forecasts

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

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CX in the Telecommunications Industry

Software Platforms, Applications, and Services: Global Market Analysis and Forecasts

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CX in the Retail Industry

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

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