Realistic CX Expectations Are Key to Return to Travel
By Sherril Hanson September 23, 2022
By 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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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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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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Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
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Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
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Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software
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