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. It’s not the best customer experience, but if you travel often, you learn to live with it. Can robots help the hotel guest experience? More shampoo when you’re still in your pajamas. So you wait.

Hotels 143

Hotels Travel Books Guest Experience 143

CSM Magazine

MARCH 19, 2025

Travel and Hospitality: Personalized Customer Service A global hotel chain implemented AI translation to enhance guest communication. With AI-powered multilingual chatbots, they eliminated language misunderstandings , leading to more positive guest experiences and higher ratings.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

Avaya

FEBRUARY 7, 2017

Just consider that 35% of Americans believe outer space travel will become a reality within the next 15 years. Enable data to be shared organization-wide: The hospitality industry serves millions of travelers who are generating, sharing and consuming their fair share of data each day. So, how can hotels stay ahead?

Hotels 55

Hotels Guest Experience Hospitality Travel 55

Customer Bliss

JUNE 20, 2017

Jackie is a senior global marketer and customer experience professional with 15+ years experience in the luxury travel and hospitality industry. Originally from Brisbane, Australia, she has lived in Sydney, Auckland, Dubai, and now Calgary, Canada.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

CSM Magazine

JANUARY 3, 2025

Travel and Hospitality In the travel and hospitality industry, AI tools facilitate seamless communication with international travelers. A major hotel chain utilized AI-powered chatbots to handle bookings and inquiries in multiple languages, resulting in higher booking rates and enhanced guest experiences.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

PK

NOVEMBER 16, 2020

Hospitality’s Covid challenge For cruise ship and resort operators, whose livelihood depends on the comfort and safety of travelers from all over the world, a pandemic is the worst-case scenario. […]. The post The guest journey in 2020: A crucial tool to adapt your guest experience appeared first on PK.

Guest Experience 52

Guest Experience 2020 Travel Consumers 52

InMoment XI

JANUARY 16, 2024

Hospitality Virtual Concierge Services : Hotels and travel agencies employ virtual concierge services powered by AI to provide guests with information about amenities, local attractions, and hotel services. These virtual concierges enhance the overall guest experience.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

ReviewTrackers

MARCH 3, 2019

Depending on what they say, reviews of your business on travel website TripAdvisor can bring customers in or drive them away. According to research: TripAdvisor ranks ahead of personal recommendations, tourist board websites, and guidebooks as the most trusted source for travel planning. Set Up TripAdvisor Alerts for Reviews.

Hotels 70

Hotels Travel Guest Experience Books 70

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. Smart tools and communication hubs allow you to deploy many of the above systems quickly and easily to form a multi-pronged solution to optimize the overall guest experience.

Guest Experience 52

Guest Experience Hospitality Hotels Multi-Channel 52

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

Forrester

MAY 6, 2015

Hearing those two brand names, you might be tempted to assume that the guest experience at the Ritz was far better than the one at the Marriott. But one aspect of the experience there drove me nuts. When I travel for work I want to be greeted by friendly people. One was a Ritz Carlton , the other a Marriott.

Guest Experience 97

Guest Experience Hotels Travel Measurement 97

ReviewTrackers

MAY 15, 2017

Ratings and reviews: Reviews rank second only to price as the most important factor considered by travelers looking for hotels and accommodations. High-quality photos aid travelers looking to make a booking decision while browsing properties online. 4: Track and respond to online reviews, social media comments, and guest feedback.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

Magellan Solutions

JANUARY 19, 2024

The front desk is the heart of a hotel, managing guest experiences and providing 24/7 hospitality. Imagine a tired traveler being greeted warmly and efficiently. The front desk always prioritizes guest needs. It makes every moment memorable and elevates the customer experience. Your success is our commitment.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

Think Customers

APRIL 20, 2016

Hospitality and travel companies could learn a lot from Iceland in terms of creating a frictionless guest experience. I recently visited Iceland's capital, Reykjavik, for a four-day vacation. Although it was a short trip, it gave me a glimpse into a well-oiled tourism engine that companies should aspire to.

Tourism 53

Tourism Guest Experience Hospitality Travel 53

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

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. They want it?

Hotels 52

Hotels Marketing Guest Experience Travel 52

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

Experience Investigators by 360Connext

SEPTEMBER 1, 2015

My husband Jason and I recently took a short trip to Sturgeon Bay, Wisconsin, a favorite childhood destination of mine, just to unwind after several chaotic weeks of packing and moving across the city. We were seriously beat, and looking for something much more low-key than our usual trip to a theme park. We just wanted […].

Consulting 226

Consulting Customer Experience Travel Guest Experience 226

ReviewTrackers

MARCH 21, 2019

Travel website TripAdvisor is a huge platform for travelers looking to connect with businesses. TripAdvisor also has over 730 million reviews and opinions covering the world’s largest selection of travel listings worldwide, covering approximately 8.1 million accommodations, airlines, experiences, and restaurants.

Hotels 56

Hotels Travel Guest Experience Books 56

InMoment XI

SEPTEMBER 25, 2024

The result is a data-driven voice of customer program that can help win contracts and build airports that better serve stakeholders and travelers alike. “As

Insights 195

Insights Social Media Net Promoter Score Events 195

CSM Magazine

AUGUST 22, 2024

The dominance of the transport and travel industry in the rankings is attributed to the personalized experiences offered by brands in response to consumer preferences.

Hotels 52

Hotels Customer Service Airlines Transportation 52

CSM Magazine

AUGUST 22, 2024

The dominance of the transport and travel industry in the rankings is attributed to the personalized experiences offered by brands in response to consumer preferences.

Customer Service 52

Customer Service Airlines Hotels Transportation 52

ENGAGE.cx

OCTOBER 13, 2016

The solution is to create an empowered ecosystem, tailored for the hospitality industry, that governs the entire customer experience — from booking, to arrival, to time spent at your destination (both on the property and off), to departure. A Connected Customer Engagement solution like ENGAGE.cx

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

CSM Magazine

AUGUST 22, 2023

One innovation leading this transformation is the rise of chatbots, designed not only to streamline processes but to enrich the overall guest experience. But how can hotels stay on top of their Customer Experience (CX) game using chatbots? The key lies in crafting up-to-date chatbot flows and experiences.

Hotels 52

Hotels Hospitality Guest Experience Books 52

Retently

SEPTEMBER 3, 2023

This survey goes beyond the transactional aspects of a stay; it delves into the emotional connections between hosts, guests, and the unique places they briefly call home. Join us as we analyze Airbnb’s surveys, explore their structure, and see how Airbnb redefines the travel and hospitality industry through insights.

Net Promoter Score 78

Net Promoter Score NPS Touchpoint Guest Experience 78

BirdEye

JUNE 21, 2023

They offer travelers the chance to stay at homes with a variety of amenities. Airbnb monitors guest feedback without taking on the burden of hundreds of guest rooms. Instead, they hold property owners accountable for improving the guest experience.

Social Media 98

Social Media Hotels Competitive Advantage Marketing 98

Currency Alliance

OCTOBER 11, 2018

The hotel would like to use data collected during the stay to bring the customer back a second time without, them going through an online travel agency (OTA). Beyond the booking process, and to complement the digital guest experience, hotels stand to make the greatest gains by becoming better resellers of local services and experiences.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Happy or Not

APRIL 1, 2025

Why is customer feedback important in location-specific and service-specific context Customers expectations and experiences vary based on location and the type of service they receive. A shopper in a retail store has different priorities than a traveler at an airport or a patient at a hospital.

Feedback 36

Feedback Net Promoter Score Customer Satisfaction Customer Retention 36

Storyminers

APRIL 24, 2018

Vacasa delivers a great guest experience. These are what enable them to economically thrive while delivering consistently good experiences across 8,000 properties around the world. Unlike competitors which only offer reservations services, Vacasa only works with properties who will maintain their well-defined guest standards.

Culture 40

Culture Books Guest Experience Hotels 40

Storyminers

APRIL 24, 2018

Vacasa delivers a great guest experience. These are what enable them to economically thrive while delivering consistently good experiences across 8,000 properties around the world. Unlike competitors which only offer reservations services, Vacasa only works with properties who will maintain their well-defined guest standards.

Culture 40

Culture Books Guest Experience Hotels 40

SurveySparrow

DECEMBER 20, 2018

The travel expenses are expected to be taken care of by the employees. It is a place where the magic really happens and guest experience is the core of the company. With its dog-friendly offices and upbeat posters, Amazon campus looks similar to other tech giants. Consistent focus is given to pleasing the customers alone.

Culture 69

Culture Definition Innovation Apparel 69

NetBase

FEBRUARY 27, 2019

What AI really allows brands to do is carve out new paths never traveled before. Meeting travelers’ needs at an advanced level is the answer. The Westin responded by offering “well-being” experts, to “guide and inspire [the] guest experience.” It Helps You Rewrite the Rule Book. Can’t all brands do this?

Travel 45

Travel Hotels Sports Guest Experience 45

Qualtrics

JULY 2, 2019

In the past, before changing to a sales career (outside of Qualtrics), I was actually an analyst for guest experience at the Hilton Headquarters, working with a Qualtrics competitor. I enjoy travelling and experiencing different cultures.

Sports 34

Sports Definition Guest Experience Culture 34

ReviewTrackers

FEBRUARY 25, 2019

After all, the site is home to over 730 million reviews and opinions covering “world’s largest selection of travel listings worldwide.”. According to industry research: TripAdvisor ranks ahead of personal recommendations, tourist board websites, and guidebooks as the most trusted source for travel planning. Say thank you.

Hotels 91

Hotels Travel Hospitality Books 91

Comm100

AUGUST 23, 2018

In 2018, video customer service is being adopted in industries such as healthcare, travel, and hospitality. Video technology has been around for a while; however, like voice assistant technologies (VAT), companies are just now beginning to harness it for customer service. Their plan is to add the device to each of their 4,748 hotel rooms. “I

Exceptional Customer Service 45

Exceptional Customer Service 2018 Customer Service Hotels 45

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

CSM Magazine

MAY 12, 2022

Though the start of the global pandemic prevented or reduced travel, the distribution of vaccines and a decline in hospitalizations have prompted people to get back out and explore. Of course, they’ll need a place to stay during their travels; however, hotels are often packed and overpriced. Amenities And Guest Services.

Customer Experience 52

Customer Experience Travel Entertainment Guest Experience 52