InMoment XI

FEBRUARY 7, 2024

Out of nowhere, citizens were flocking in droves to distant lands, as travel by plane, sea, and car surged. The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. Each traveler is different, with unique needs, preferences, and motivations for travel.

Hotels 195

Hotels Guest Experience Travel 2023 195

InMoment XI

OCTOBER 19, 2021

But also in a broader way to be able to connect unstructured and structured data sources to generate insights from within one platform. We also ask questions we should know the answer to, like “did you travel with us in the last 30 days?” The Power and Limitations of Technology. The Humble Beginnings of Surveys.

Customer Experience 370

Customer Experience Social Media Call Center Metrics 370

ShepHyken

OCTOBER 30, 2020

She writes about how businesses can utilize modern voice technology to create a better experience overall for their customers. As new technologies evolve and adapt, modern businesses are finding new opportunities to have engaging, empathetic and efficient conversations with their customers. 2 Voice Technology Improves Accessibility.

Technology 107

Technology Customer Service Travel Customers 107

Customer Bliss

MAY 23, 2018

She started off doing customer service work for CUC Travel before it became Cendant Travel, and loved the work. She was interested in moving up within the company and ultimately became responsible for the contact center technologies under the Cendant Umbrella.

Sports 197

Sports Customer Experience E Commerce Travel 197

Customer Bliss

AUGUST 30, 2021

A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. Technology alone will not solve everything. Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you.

Books 310

Books Hotels Travel Connections 310

TechSee

JULY 24, 2018

Visual communication creates intimacy and strengthens the connection between the organization’s representative and the customer, turning it into an interaction between two fellow human beings. Two days later, he ordered a new connected flat screen TV to replace his older model. Luckily, Joan had travel coverage.

Customer Centricity 104

Customer Centricity Culture Technology 2018 104

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. So, what part does technology play in this? Technology (or the ease of access to it) opens up options for people; they can take their business anywhere they want. .

Technology 106

Technology Blog Customer Experience Social Media 106

TechSee

OCTOBER 5, 2021

While it’s true that global crises are generally impossible to predict, what has become crystal clear is the importance of having technologies in place that allow industries – especially those that provide critical field services — to adapt to changing conditions, and to return to normal quickly after the crisis hits.

Transportation 207

Transportation Customer Satisfaction Insurance Travel 207

BlueOcean

JULY 20, 2023

Let’s explore when and how it makes good business sense to connect with your prospective partners at each stage of the RFP process. Best Use of Time: Get your technology troubleshooting out of the way before the meeting starts – or build in five minutes at the front of the agenda for things to go wrong. Natural dialogue is harder.

Contact Center 294

Contact Center Travel 2020 Culture 294

InMoment XI

JANUARY 17, 2024

With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers. These include online travel agencies (OTAs), social media, mobile apps, and brand websites.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

TechSee

OCTOBER 7, 2024

In our previous blog, we explored how visual service and AI technologies are redefining customer experience (CX) across various industries. Today, we delve deeper into the tangible benefits that these technologies bring, focusing on hard Return on Investment (ROI) and sustainability impact.

ROI 124

ROI White Paper Travel Return on Investment 124

TechSee

MARCH 9, 2020

Video is emerging as a key technology that enables companies to conduct business as usual during crisis events when physical proximity is impossible or strongly discouraged. Visual Assistance delivers clear cost savings and reduces the need for experts to travel by effectively extending their reach. Keeping safe with video support.

Travel 136

Travel Contact Center Transportation Insurance 136

TechSee

SEPTEMBER 24, 2019

Sam travels often for business. This article underscores the importance of creating a streamlined and reliable customer experience and explains several technological approaches that can help deliver it. In fact, 95% of customers use three or more channels to connect with a company in a single service interaction.

Customer Experience 150

Customer Experience Hotels Social Media Omnichannel 150

TechSee

JANUARY 24, 2019

Live video support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. The human-interaction drives a personal connection as agents can pick up on customers’ body language and tone of voice.

Contact Center 141

Contact Center Financial Document 2025 141

GetFeedback

JULY 19, 2019

With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey. The airline tracked this back to a lack of amenities for early morning travelers. Connect with him: convinceandconvert.com | @convince .

ROI 309

ROI Touchpoint Hotels Customer Journey 309

ShepHyken

APRIL 30, 2021

He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?. To meet their demands, we expect to see more technology in customer support in 2021, as well as a growth in omnichannel support strategies. You can connect with him on Linkedin. Customer Service Trends For 2021 .

2021 148

2021 Customer Service Omnichannel 2020 148

Experience Investigators by 360Connext

APRIL 13, 2021

They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Word clouds can help others in the organization connect with the real language customers use again and again! Connecting with specific teams to share insights directly from customers.

Customer Journey Mapping 291

Customer Journey Mapping Customer Journey Feedback Brands 291

Experience Investigators by 360Connext

AUGUST 4, 2020

They are eager to use technology… except for those who are totally uncomfortable with it. Informal data like customer anecdotes, open-ended feedback on surveys, and comments on social media can also help you stay connected to who your customer is. They are happy, for the most part… except when they’re really unhappy.

Social Media 265

Social Media Customer Journey Customers Feedback 265

InMoment XI

OCTOBER 19, 2021

But also in a broader way to be able to connect unstructured and structured data sources to generate insights from within one platform. We also ask questions we should know the answer to, like “did you travel with us in the last 30 days?” The Power and Limitations of Technology. The Humble Beginnings of Surveys.

Customer Experience 221

Customer Experience Social Media Call Center Metrics 221

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. Connect with Brandon on his platforms: Website. How knowledge transfer and culture can benefit from communication technology. PLAY AND SUBSCRIBE.

Communication 93

Communication Technology Culture Employee Experience 93

BlueOcean

OCTOBER 7, 2024

Technology The pace of change in the contact center industry is mind-blowing. Not too long ago, modern CRM integrations and call routing features felt like the pinnacle of customer experience technology. Done well, it’s clear that the unique connection between agent and client brand is strong.

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

Technology The pace of change in the contact center industry is mind-blowing. Not too long ago, modern CRM integrations and call routing features felt like the pinnacle of customer experience technology. Done well, it’s clear that the unique connection between agent and client brand is strong.

Contact Center 156

Contact Center Culture Leadership Call Center 156

CSM Magazine

OCTOBER 19, 2023

In an industry as dynamic as travel, customer service often serves as the linchpin for success. The Recent Shift in Traveller Behaviour The pandemic has been a catalyst for change, altering the landscape of travel in ways we couldn’t have anticipated. catering to the diverse needs of American travellers.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

ShepHyken

DECEMBER 4, 2020

Without a well-defined customer experience strategy and roadmap, you risk investing in the wrong technology and designing the wrong experiences. Wrong Technology. When we refer to investing in the wrong technology, we are talking about technology solutions that are too expensive, have low adoption, and fail to deliver ROI.

Roadmap 112

Roadmap Customer Experience Airlines Travel 112

Beyond Philosophy

OCTOBER 25, 2019

The Airbnb story starts, as many things do, with technology. Businesses tend to take longer to adapt to technology than consumers, Dr. Michelli says. In this case, technology has provided a disruptor gap in the hotel business by changing customer behavior. He says that Airbnb has created a 21st-century Customer Experience.

Hotels 104

Hotels Travel Hospitality 2019 104

Experience Investigators by 360Connext

APRIL 14, 2020

With the technology and tools today, we can gather a lot of this virtually. Are they traveling through your site differently? Technology makes virtual journey mapping easy to do successfully. I consider three categories when gathering data for journey maps. Customer feedback and emotional data. Customer behavior and actions.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. Since the weather postponed travel, our team added a half day to the conference. Top 10 Takeaways from the Calabrio Customer Connect. Technology Can Help Contact Centers Navigate the Great Shuffle.

Connections 59

Connections Contact Center 2030 Events 59

ShepHyken

MARCH 22, 2019

Communities were smaller, shopping was local, and technology wasn’t there to either help or confuse the customer. This is what Carnival Cruise Lines did when they developed the Medallion fleet, a fully customized travel experience that connects passengers to the ship with small, wearable tokens. John Boccuzzi Jr.

Blog 112

Blog Customer Experience User Experience Customers 112

ijgolding

APRIL 9, 2020

For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. Technology to the rescue…. How can technology play a part in addressing this dilemma? It has been an amazing, if not exhausting, journey.

Insights 124

Insights Customer Journey Mapping Customer Journey Technology 124

TechSee

JULY 29, 2020

A low rate means that staff are spending too much time on non-revenue generating tasks, such as traveling, filling out paperwork, checking inventory, clarifying information, or completing other administrative tasks – basically any time not spent directly involved in servicing customers. Collaborate Visually with Customer Care.

Travel 109

Travel Technology Consulting Connections 109

C3Centricity

APRIL 17, 2019

Some say California is the centre of internet marketing; the San Francisco area for technology and San Diego for marketing. This benefits the customer by adding an element of positive emotional connection to the business. But without the need for the travel and resource investments I myself made! FUTURE SCENARIOS.

Marketing 91

Marketing Technology Customer Centricity 2019 91

ShepHyken

JANUARY 28, 2025

How can technology help create a seamless customer experience within a loyalty program? Combined with a great experience, they create an emotional connection that leads to true loyalty. Technology has transformed loyalty programs by creating a more seamless and personalized experience.

Loyalty Programs 85

Loyalty Programs Loyalty Customer Experience Rewards Programs 85

Customer Bliss

MAY 4, 2017

Tabitha Dunn currently serves as the Vice President of Customer Experience at Concur Technologies, an SAP company. They take companies of all sizes and stages beyond automation to a completely connected spend management solution encompassing travel, expense, invoice, compliance and risk. About Tabitha.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Customers That Stick

NOVEMBER 13, 2014

I have a terrific pulse on incorporating innovation into the contact center having implemented social, outsourcing partners, new technology, and new products, while maintaining an award-winning contact center. book, movie, sporting event, relationship, travel). To connect with Sean Hawkins further, visit him at his blog.

Customer Experience 137

Customer Experience Contact Center Sports Social Media 137

Oracle

DECEMBER 6, 2018

As the Technology Services Industry Association notes, automation boosts productivity and increases revenues within field services. New apps and technologies are improving customer management, streamlining service delivery, and helping field services professionals complete strategic repairs.

Innovation 108

Innovation Customer Experience Travel Communication 108

BlueOcean

AUGUST 21, 2019

2. Technology. The site visit will give you a first-hand look at how your potential vendors are leveraging new technologies for themselves and for their clients – and you’ll have a chance to sit down and talk with folks like the CTO face to face to see whether your vision/risk tolerances are aligned.

Contact Center 159

Contact Center Culture Leadership Engagement 159

CX Accelerator

OCTOBER 21, 2019

And if you’re a fan of IFTTT , you can connect the two apps to trigger automated organization. The ability to connect with other industry pros. Outside of work, she loves cooking, traveling, and reading. For example, I have an integration set up that saves all my “liked” tweets. Three of my favorite benefits?

Customer Experience 208

Customer Experience Social Media Customer Journey Mapping Customers 208