InMoment XI

JULY 16, 2024

For instance, a hotel chain could use predictive analytics to analyze past guest reviews and predict future trends in customer satisfaction. By identifying patterns—such as frequent complaints about room cleanliness during peak seasons—the hotel can proactively address these issues before they arise, ensuring a better guest experience.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

AUGUST 1, 2024

Understanding customer sentiment provides so many advantages for CX leaders—which ultimately lead to both strategic and operational improvements: Enhanced Customer Experience : By pinpointing and addressing pain points revealed through sentiment analysis, businesses can significantly elevate the overall customer experience.

Measurement 195

Measurement Hotels Social Media Hospitality 195

InMoment XI

AUGUST 14, 2024

By addressing this issue, perhaps through self-checkout options, the retailer can enhance the shopping experience. InMoment Conversational Intelligence feature helps understand customer interactions to improve agent performance and customer satisfaction. By addressing this feedback, the hotel can improve guest satisfaction and loyalty.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

ENGAGE.cx

SEPTEMBER 23, 2015

You jump online to check out the availability with your favorite hotel company at your targeted destination. The staff greets you by name, assures you your corner room is ready, and offers to make you VIP reservations at the hotel restaurant, complete with two complimentary drink vouchers. Sound too good to be true?

Guest Experience 72

Guest Experience Hospitality Hotels B2C 72

Beyond Philosophy

JUNE 5, 2017

One of the annoying things about business travel is that you tend to need things in your hotel room at the worst time. The hotel staff, while generally helpful and accommodating, has other things to do. It’s not the best customer experience, but if you travel often, you learn to live with it. The Robot Experience.

Hotels 143

Hotels Travel Books Guest Experience 143

Bill Quiseng

AUGUST 10, 2015

A hotel’s associates have more impact in building the reputation of a hotel than the general manager. In one day, the associates have more direct interaction with the customers than the general manager might in one week. Many of them have never stayed at a hotel recognized for its exceptional service.

Hospitality 133

Hospitality Culture Hotels Guest Experience 133

Avaya

FEBRUARY 7, 2017

So, how can hotels stay ahead? For example, they can uniquely differentiate themselves by embedding video into the mobile customer experience. By doing so, guests can escalate any mobile interaction to a video chat session with the touch of a finger—anytime, anywhere via an integrated mobile app (more on this below).

Hotels 55

Hotels Guest Experience Hospitality Travel 55

InMoment XI

JANUARY 16, 2024

By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations. This data may include historical customer interactions, transcripts of conversations, customer profiles, and information from other relevant databases.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

CSM Magazine

MARCH 19, 2025

The world is becoming more and more globalized such that businesses are now interacting with customers from all corners of the globe more prominently. Registered users benefit from personalized translation memory, meaning frequently used terms and corrections are automatically applied, ensuring greater consistency in customer interactions.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

CSM Magazine

JUNE 13, 2024

Let’s explore some of the latest trends shaping the way hotels enhance guest experiences. Personalized Experiences Guests today expect more than just a place to sleep. They want personalized experiences that make them feel special and valued. Take the example of a boutique hotel in New York.

Hotels 52

Hotels Customer Service Guest Experience Hospitality 52

Magellan Solutions

JANUARY 19, 2024

Why is a 24-hour front desk hotel essential in modern hospitality? The front desk is the heart of a hotel, managing guest experiences and providing 24/7 hospitality. The front desk always prioritizes guest needs. It makes every moment memorable and elevates the customer experience.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

Customer Bliss

JUNE 20, 2017

With creativity, passion and award-winning know-how, Jackie supports service-orientated organizations and helps to improve their guest experience through innovation, engagement, and empowerment. She actually managed the branding for Burj al Arab, considered by some to be the most luxurious hotel in the world. (It’s

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Qualtrics

FEBRUARY 16, 2021

The guest experience could be the difference between whether a guest returns or not. Explore the ways that organizations can use guest experience as a key factor of their success. What is guest experience? The guest experience is the cumulative effect of every interaction your guests have with you.

Guest Experience 49

Guest Experience 2021 Hotels Hospitality 49

Eptica

JULY 15, 2020

In our latest guest post we’re sharing a key case study from Wo uld You Do That To Your Mother?, You might also be interested in these posts: Why a consistent customer experience is so important (and how to deliver it). Share this page on: Tweet.

Customer Experience 119

Customer Experience Guest Experience Hospitality Hotels 119

InMoment XI

OCTOBER 3, 2024

Build Personal Relationships In the same way that customers want to have personal experiences with a brand, your clients want to have a personal relationship with your organization. You can personalize your interactions by remembering key details about their business and showing genuine interest in their success.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

CSM Magazine

AUGUST 22, 2023

In an age where digital convenience is no longer a luxury but a basic expectation, the hotel industry faces the challenge of constantly evolving to meet and exceed guests’ needs. But how can hotels stay on top of their Customer Experience (CX) game using chatbots?

Hotels 52

Hotels Hospitality Guest Experience Books 52

Optimove

JULY 19, 2022

Savvy hoteliers are on standby, ready to elevate and optimize the guest experience, cultivating valuable, long-term connections, and boosting the bottom line – and doing a substantial chunk of it through, you guessed it, their mobile app! We love our hotel apps. billion in 2021 to a whopping $4.5 billion this year.

Hotels 52

Hotels Marketing Guest Experience Travel 52

NICE inContact

OCTOBER 29, 2019

Radisson Hotel Group had emerged as a leading global hospitality company and one of the world’s largest hotel groups. Ultimately moving to NICE inContact’s unified CXone cloud CX platform and its contact center software solutions would be pivotal for Radisson Hotel Group. million calls and 1.5

Contact Center 48

Contact Center Hotels Guest Experience Call Center 48

Magellan Solutions

DECEMBER 4, 2023

Immerse yourself in this scene: a fantastic hotel where activities flow gracefully throughout the day. It harmonizes a symphony of impeccable guest arrivals and content patrons. Magellan Solutions takes charge in a world where every interaction holds significance. We provide more than just hotel management. Read along!

Hotels 52

Hotels Management Hospitality Guest Experience 52

InMoment XI

SEPTEMBER 25, 2024

Merging all three disciplines, it focuses on the interaction between computers and humans through natural language. As the capabilities of NLP continue to expand, it further revolutionizes various industries, enhances user experiences, and opens new avenues for research and innovation.

Insights 195

Insights Social Media Net Promoter Score Events 195

Eptica

JULY 29, 2020

These highlight the need to understand the personal impact of your decisions on customers – essentially, would your mother be proud of what you are doing when it comes to customer experience?

Customer Experience 98

Customer Experience Airlines Guest Experience Hotels 98

CSM Magazine

JANUARY 3, 2025

Instead, they operate on a global scale, interacting with customers from diverse linguistic and cultural backgrounds. AI-driven tools improve efficiency, accuracy, and scalability, enabling companies to handle multilingual interactions seamlessly. Businesses are no longer confined to local or regional markets.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

LoyaltyPlus

JUNE 12, 2022

Hotels are showing signs of recovery across the Southern, Western, and East African markets following the turbulence of the past two years. Hotels must therefore look to strengthening relationships with guests and deliver more tailored services if they are to capitalise on this momentum. when compared with February 2021.

Hotels 40

Hotels Tourism Guest Experience Social Media 40

ENGAGE.cx

OCTOBER 14, 2015

Greet the guest by name, make them feel like you’re glad they’re there, and try to accommodate their needs the best you can. Accomplishing this is a lot easier with a houseguest than at a multi-room hotel or resort. Measuring Customer Sentiment: The next step is to measure the guest’s affinity for each touch point along the journey.

Customer Engagement 65

Customer Engagement Engagement Guest Experience Hospitality 65

Think Customers

MAY 10, 2016

While customer expectations will vary based on each consumer's mindset going into an interaction and what they expect out of it, people who are paying for a high-end product or service typically have amplified expectations. I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M.

Hotels 56

Hotels Customer Experience Guest Experience 2016 56

Avaya

MARCH 13, 2017

From international chains to cruise lines to boutique inns and B&Bs, the hospitality industry has hundreds of millions of individuals checking in, checking out and expecting next-generation guest experiences in between—so front office operations are crucial for growth and continuity.

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. The hotel market is becoming more competitive, with a larger share of wallet being spent on a greater variety of services. On the contrary, the hotel remains a highly valued experience offering.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Avaya

JUNE 27, 2017

Technology is no longer part of the guest experience; it is the guest experience. Today, 40% of guests now regularly use hotel mobile apps. Overall, two-thirds say they have a better hotel experience when brands leverage the latest technologies.

2017 53

2017 Hospitality Guest Experience Hotels 53

ShepHyken

AUGUST 1, 2022

(SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. After all, customers make buying decisions based on their experiences, so no matter what originally attracted them, their customer service interactions can dictate loyalty or loss.

Article 73

Article 2022 Customer Service B2C 73

NICE inContact

JUNE 27, 2017

With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty. Centralize and simplify.

Omnichannel 48

Omnichannel Contact Center Guest Experience Hospitality 48

ENGAGE.cx

OCTOBER 13, 2016

It starts with you jumping online to check out the availability with your favorite hotel company at your targeted destination. The staff greets you by name, assures you your corner room is ready, and offers to make you VIP reservations at the hotel restaurant, complete with two complimentary drink vouchers. Sound too good to be true?

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

Playvox

APRIL 14, 2022

Service standards help to establish positive and effective interactions between a customer and a business. In fact, PwC research revealed that 82% of consumers want more human interaction in the future. Take Ritz-Carlton hotels as an example. Don’t Make Guests Wait. Not all guests will be fashionably late!

Contact Center 78

Contact Center Omnichannel Events Webinar 78

Michelli Experience

NOVEMBER 14, 2017

I am delighted to have known Ed for years and am honored (beyond words) that he listed me as a member of his trusted personal board of directors in a recent article for Hotels Magazine. This week Ed Mady is being recognized as Hotelier of the World by Hotels Magazine at an awards ceremony at The Lotte New York Palace.

Brands 45

Brands Hotels Magazine Leadership 45

SurveySparrow

JUNE 28, 2023

Customer experience refers to the overall perception customers have of a company based on their interactions and engagements throughout their journey. Map the customer journey: Customer journey mapping involves visualizing and understanding the steps customers take when interacting with a business.

Customer Experience 52

Customer Experience Net Promoter Score E Commerce Customer Centricity 52

Martin Hill-Wilson

JULY 23, 2016

His organisation has just installed a hotel bot using interactive text response. Booking a hotel room – see Expedia’s early experiments. Being served as a hotel guest – experience Edward at the Radisson Blu Edwardian in London. Heard of MyWave , Mindmeld , creativevirtual , myclever and x.ai ?

Hotels 40

Hotels Guest Experience Brands Banking 40

SurveySparrow

JUNE 30, 2023

Welcome to the captivating world of customer experience design, where we turn mundane interactions into extraordinary adventures. But, we will be unleashing our creativity to design experiences that will have your customers grinning from ear to ear. UX Customer Experience and User Experience are two closely related concepts.

Customer Experience Design 52

Customer Experience Design Customer Experience Net Promoter Score Touchpoint 52

delighted

JANUARY 28, 2020

If surveys are sent too long after a purchase/interaction, customers will more than likely forget the critical details of their experiences. Transactional feedback is prompted just a short time after a customer engages with a company, typically following a purchase or support request to measure the quality of that specific interaction.

NPS 44

NPS Hotels Net Promoter Score Retail 44