Customer Bliss

APRIL 19, 2019

“The expectations of people, thanks to technology, are different. You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, regarding the company’s transformation to improve its guest experience and meet customer needs.

Guest Experience 135

Guest Experience 2013 2017 Customer Experience 135

InMoment XI

JUNE 5, 2024

This placement highlights our fierce commitment to innovation, customer satisfaction, and delivering future-proof technological solutions—no matter your business needs. InMoment is excited to announce its recognition as a Leader in the Forrester Wave : Text Mining and Analytics, Q2 2024.

2024 195

2024 Social Media Innovation Document 195

CSM Magazine

MAY 18, 2023

The global technology platform will power personalised guest experiences to increase revenue while providing deeper guest insights for the global hospitality company. SevenRooms is a data-driven guest experience and retention platform focused 100% on building operator-focused tools.

Technology 52

Technology Hotels Guest Experience Hospitality 52

ShepHyken

JUNE 25, 2019

They discuss pursuing your passion, creating convenience, and balancing technology with a human connection. Even if they’re not your direct competitors, companies like Amazon and Uber have created an expectation of a certain level of guest experience thanks to technology and convenience. A Passion for Convenience.

Guest Experience 125

Guest Experience Technology Definition Consumers 125

InMoment XI

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations. What is Contact Center AI?

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

Avaya

FEBRUARY 7, 2017

With the right technology, organizations can even build learning algorithms to bring intelligence into the last mile of routing selection, enabling them to match customers based on several deeper variables such as personality, emotion and call outcome.

Hotels 55

Hotels Guest Experience Hospitality Travel 55

Beyond Philosophy

JUNE 5, 2017

Wes has a compartment big enough to hold a couple of towels, and an array of cute sounds and blinking lights that endear him to guests the way Star Wars fans fawn over R2-D2 and BB-8. West Wing’s director of revenue says that he was looking for technology that would be unique and memorable for guests but also helpful to hotel staff.

Hotels 143

Hotels Travel Books Guest Experience 143

Bill Quiseng

AUGUST 10, 2015

Their collective insight focuses on all the key ingredients to deliver an exceptional guest experience – hiring the right people, developing the necessary internal systems and hospitality standards, creating the proper service culture, and defining steps for service recovery.

Hospitality 133

Hospitality Culture Hotels Guest Experience 133

CSM Magazine

SEPTEMBER 13, 2024

Casinos are increasingly harnessing technology to elevate customer service, revolutionizing their interactions and support for patrons. By adopting advanced technologies, casinos strive to deliver a more personalized, efficient, and engaging experience.

Technology 52

Technology Customer Service Innovation Guest Experience 52

inmoment

SEPTEMBER 19, 2019

Last week, I led a roundtable discussion at the Future Guest Experience 2019 conference, where I had a chance to chat with executives and CX experts who are searching for ways to future-proof their guest experiences. Here are a few strategies to get you started: Improving Experiences Today.

Guest Experience 40

Guest Experience Entertainment Hospitality Brands 40

CSM Magazine

MARCH 19, 2025

As AI technology continues to evolve, its clear that AI translation will soon become a standard tool for businesses worldwide. Travel and Hospitality: Personalized Customer Service A global hotel chain implemented AI translation to enhance guest communication.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

Forrester

JUNE 4, 2015

a truly enhanced guest experience, powered by technology and enabled by ops excellence. We looked for the ways that technology could transform the guest experience vs. focusing on the latest gadgets for the sake of being "first" or "cutting edge." If you look at the way we approached 2.0,

Guest Experience 107

Guest Experience Customer Experience Professionals Innovation Technology 107

CSM Magazine

FEBRUARY 19, 2025

The restaurant industry is undergoing one of the most significant technological transformations in its history. With the introduction of artificial intelligence, the way restaurants interact with their guests is evolving rapidly.

Customer Experience 52

Customer Experience Social Media Competitive Advantage Customer Satisfaction 52

CSM Magazine

APRIL 11, 2023

According to research by Hubspot, 93% of guests have higher expectations than they did before the pandemic – and guest experience is king. Voice Search Technology Virtual assistants have made voice searches the norm, so it makes sense to incorporate this tech into both your website and your in-room facilities.

Guest Experience 52

Guest Experience Hotels Hospitality Multi-Channel 52

inmoment

APRIL 22, 2019

While these statistics may seem grim, focusing on guest experience can help to revitalize the numbers. The first trend that stood out was how important frontline employees continue to be in the guest experience. A leader of a large Mississippi-based franchise group noted: “we have two businesses: people and pizza.”.

Guest Experience 40

Guest Experience Engagement 2019 Loyalty Programs 40

ShepHyken

OCTOBER 3, 2016

He’s constantly trying new ideas and pushing the envelope to achieve better experiences for both his employees and guests. Now he turns to wearable technology (the Apple Watch) to take the guest experience to the next level. 15 Reasons Your Customers Don’t Like You (Infographic) by Mary Shulzhenko.

2016 125

2016 Article Airlines Customer Service 125

InMoment XI

SEPTEMBER 25, 2024

This technology supports a wide array of applications, from voice-activated assistants and chatbots to sophisticated text analysis tools and language translation services. 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

ShepHyken

FEBRUARY 25, 2019

How teaching your employees to provide great guest experiences increases sales by Alyssa Hanson . Fast Casual) A restaurant’s strongest competitive differentiator is the experience they offer their guests. Build A 5-Star Customer Experience With Artificial Intelligence by Alston Ghafourifar and Michael Evans.

2019 91

2019 Article Customer Service Guest Experience 91

ShepHyken

SEPTEMBER 24, 2018

(CX360Service) In the last decade, humanity has achieved a significant number of technological advance which are bound to make a huge impact in our lives and the way we do business. Tom Reilly Training) Hilton is known for their award-winning guest experience. How to Add Unexpected Value by Paul Reilly.

Article 92

Article 2018 Customer Service Contact Center 92

ENGAGE.cx

OCTOBER 14, 2015

From planning to booking and the many small events that make up a guest’s stay, there are dozens of touch points to monitor and address in order to make that stay a memorable event and keep them coming back time and again. The intersection of these scores defines the relationship with each guest at any given point in time.

Customer Engagement 65

Customer Engagement Engagement Guest Experience Hospitality 65

CSM Magazine

JANUARY 3, 2025

AI Translation Tools AiTranslator.com AiTranslator.com offers a user-friendly platform that combines AI-driven translation technology with customizable features. It supports numerous languages and uses advanced neural network technology to ensure translations are both precise and contextually relevant.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

Magellan Solutions

JANUARY 19, 2024

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. It makes guests feel genuinely appreciated and looked after. Your success is our commitment.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

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. That’s exactly why HITEC 2017 exists.

2017 53

2017 Hospitality Guest Experience Hotels 53

CSM Magazine

JUNE 5, 2024

Staying informed about current trends can help businesses provide memorable guest experiences. Here are some key customer experience trends shaping the hospitality industry today. Personalised Experiences Personalisation is no longer just a trend; it’s a necessity.

Hospitality 52

Hospitality Hotels Customer Experience Guest Experience 52

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

ReviewTrackers

MAY 15, 2017

Whether you’re managing a boutique resort with a dozen rooms or an international destination brand with tens or hundreds of hotel properties around the world, your ability to monitor, influence, and improve the way your hotel is perceived online by existing and potential guests can spell the difference between winning and losing.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

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. Hotels are leveraging technology to create these unique moments.

Hotels 52

Hotels Customer Service Guest Experience Hospitality 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! billion in 2021 to a whopping $4.5 billion this year. We love our hotel apps.

Hotels 52

Hotels Marketing Guest Experience Travel 52

Interactions

MARCH 6, 2019

Here are 5 ways that conversational AI can be helpful to transform your guest experience strategy: 1. Giving your guests an easy and stress-free way to order their food is crucial. Want to see the future of restaurant technology in action? Digital Ordering and management.

Rewards Programs 89

Rewards Programs Multi-Channel Guest Experience Technology 89

CSM Magazine

JUNE 20, 2024

Sabre Hospitality, a division of global software and technology firm Sabre Corporation, is primed to unveil an AI powered ‘concierge’ at HITEC Charlotte in the USA. Fast and accurate responses to customer inquiries are a reality with this technology, fostering a more harmonious customer experience.

Hospitality 52

Hospitality Guest Experience Exceptional Customer Service Hotels 52

Oracle

MAY 1, 2019

One of the key findings from WeddingWire’s 2019 Newlywed Report indicated that an emphasis is placed “on personalization and creating a full guest experience.” No longer is the wedding day solely focused on brides and grooms. Expect to see touches of 3D printing everywhere this year.

2019 81

2019 Guest Experience Social Media Events 81

ShepHyken

AUGUST 1, 2022

Inspired by the company’s namesake, Cesar Ritz (who said “the customer is always right”), the brand continues to be synonymous with luxurious and nurturing guest experiences. So let’s explore five lessons on fostering service excellence and elevated experiences.

Article 74

Article 2022 Customer Service B2C 74

inmoment

JANUARY 28, 2020

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. The implementation of an intelligent tool such as the XI Platform directly increased Auntie Anne’s bottom line, more than justifying the technology investment for skeptical, higher-up business executives.

Guest Experience 52

Guest Experience Webinar Employee Experience Connections 52

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. One innovation leading this transformation is the rise of chatbots, designed not only to streamline processes but to enrich the overall guest experience.

Hotels 52

Hotels Hospitality Guest Experience Books 52

ShepHyken

SEPTEMBER 4, 2023

The five ideas in this article are exactly what he uses when leading his team to deliver a great guest experience. Customer Service as Experience: Fast, Consistent Comms Boost Customer Lifetime Value by Andy Farmer (The Drum) Is it me or do we seem to be stuck in a customer experience (CX) time warp?

Article 70

Article Customer Service Hotels Hospitality 70

Magellan Solutions

DECEMBER 4, 2023

The Essence of 24/7 Hotel Management 24/7 hotel management takes center stage, creating exceptional guest experiences. Significance in the Hospitality Tapestry At the core of exceptional guest experiences lies ongoing management. It connects every step of a guest’s journey. Read along!

Hotels 52

Hotels Management Hospitality Guest Experience 52

CSM Magazine

SEPTEMBER 28, 2016

A strong Disney principle is that cast members should treat each other as they would a guest. The Disney formula for success is: “A quality guest experience + a quality cast experience + quality business practices = the future.”. People are never hired; they’re “cast for a role.”

Customer Focused 96

Customer Focused Airlines Culture E-support 96