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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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travel experience personalization

Personalization in Travel & Hospitality

The travel & hospitality segment is ripe for personalization solutions to improve CX. Consumers want more tailored options, and travel-focused companies can use personalization to deepen and expand purchasing behaviors, increase customer...

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customer wins

Companies Seek Out CX Expertise for All Things Customer

As the stories in this roundup piece suggest, the search for good CX is perpetual because the quest for excellence never ends. But while providing good CX takes many forms, the centerpiece of those efforts remains invariably unchanged. The...

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Hotel Employee Engagement and Retention Continues to Be a Challenge

New research from Achievers Workforce Institute, the research and insights arm of Achievers, points to a continued battle to retain employees and keep them engaged. The fifth annual Engagement & Retention Report finds that 44% of US employees...

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Conversational Bots for CX in Travel & Hospitality

The labor shortage in the travel & hospitality sector has continued to be a challenge as the Omicron variant swept through the industry, causing havoc during late 2021/early 2022 holiday travel. The use of chatbots in the travel sector is...

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Expedia’s Top 2022 Travel Tech Trends Have a Heavy CX Focus

January means an influx of trend articles and forecasts for the travel industry. Expedia Group recently published an interesting list of travel tech trends that its internal technology leaders identified for the coming year. What is striking, but...

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CX in Gaming: Personalization and Customer Relationship Management

The COVID-19 pandemic caused the suspension of many in-person sporting events, as well as the temporary shutdown of casinos and other gambling outlets. This spurred a large shift to online gaming. The global online gaming (sports betting/gambling)...

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Latest Research

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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Omnichannel Customer Engagement

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software

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