Travel & Hospitality CX Announcements by Cendyn, mParticle, Spitch.ai, and Amadeus
By Sherril Hanson April 12, 2022
By 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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Personalization in Travel & Hospitality
- By Sherril Hanson March 23, 2022
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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Companies Seek Out CX Expertise for All Things Customer
- By Alex Gaw February 21, 2022
By 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
- By Sherril Hanson February 14, 2022
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
- By Sherril Hanson January 28, 2022
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
- By Sherril Hanson January 25, 2022
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
- By Sherril Hanson January 13, 2022
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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Contactless Technology Adoption Shows No Sign of Slowing in Travel & Hospitality
- By Sherril Hanson January 4, 2022
As the travel & hospitality market limps into the new year, battered by the end-of-year surge in labor shortages due to the Omicron variant of COVID-19, it is clear that contactless technologies will continue to be widely adopted as the...
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Training, Safety, Communication, and Flexibility Are Major EX Issues Facing the Travel & Hospitality Industry
- By Sherril Hanson December 6, 2021
The current environment for employees in the travel & hospitality industry is extremely difficult and will not improve anytime soon, given the uncertainty of the COVID-19 pandemic. Travelers are facing an ever-changing set of rules,...
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Customer Relationship Management in Travel & Hospitality
- By Sherril Hanson November 19, 2021
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
- By Sherril Hanson November 17, 2021
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
- By Sherril Hanson November 10, 2021
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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