Customer Relationship Management in Travel & Hospitality
By Sherril Hanson November 19, 2021
By 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,...
Read More
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...
Read More
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...
Read More
Customer Data and Analytics: Redpoint Global and the Golden Record
- By Sherril Hanson November 4, 2021
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...
Read More
Travel & Hospitality Sector Turns to Self-Service
- By Sherril Hanson October 27, 2021
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...
Read More
Alexa Smart Properties for Hospitality Launches in the UK
- By Sherril Hanson October 20, 2021
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...
Read More
Customer Feedback in Travel and Hospitality: Inputs from Everywhere and Anywhere
- By Sherril Hanson October 13, 2021
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,...
Read More
Contactless Trends in Hospitality that Improve CX and Calm COVID-19-Weary Nerves
- By Sherril Hanson September 27, 2021
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...
Read More
Airport CX: Choices, Choices . . . Wait in Line or Read a Book While Sipping a Beverage?
- By Sherril Hanson September 10, 2021
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...
Read More
The Journey Behind the Journey: Customer Journey Mapping in Travel
- By Sherril Hanson August 31, 2021
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...
Read More
Using QR Codes to Improve CX
- By Keith Kirkpatrick August 20, 2021
By 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...
Read More
Merkle Set to Acquire Commerce Services Firm LiveArea
- By Alex Gaw July 14, 2021
By 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,...
Read More
Latest Research
Customer Insights & Feedback
Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
Read MoreOmnichannel Customer Engagement
Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software
Read MoreCX for Contact Centers
Case Studies, Market Drivers and Barriers, and Market Sizing and Forecasts Focused on the Adoption of CX Platforms and Applications in Contact Centers
Read MoreCX Market Ecosystem
150 Key Players and Industry Participants Providing Offerings in Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Insights & Feedback, and Employee Experience
Read More