Alida

OCTOBER 27, 2017

Although some traditional retail behemoths such Toys ‘R’ Us and Sears have filed for bankruptcy and are even dying completely with a final breath of liquidation sales, some brands are doubling down on their physical locations by revisiting the in-store experience. Even in the era of Amazon, only about a fifth of U.S. Make it magical.

Retail 154

Retail Examples e-support Entertainment 154

CX Centric

MAY 25, 2021

The event will be titled: Driving Growth in the Hospitality Sector through Exceptional Experiences. Amongst other challenges we will delve incisively into during this much anticipated online event include: Innovative Technology, Fierce Competition etc. However, such technology has proved to come at high financial cost for many hotels.

Hospitality 52

Hospitality Guest Experience Hotels Tourism 52

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 Trends Tips Hotels 49

Interactions

JULY 24, 2019

We are excited to announce the launch of the Guest Experience Platform (GXP), our new product for Food Services. With GXP, we’ve taken that expertise and experience and applied it to the Food Services industry to revolutionize digital ordering and guest care. The Guest Experience Platform (GXP).

Guest Experience 54

Guest Experience Interaction Social Media Wait Times 54

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. AI-powered support ensures that customers receive help in their native language, increasing trust and brand loyalty. Why Businesses Must Act Now The shift toward AI-powered customer support is happening now.

e-support 59

e-support Chatbots Competitive Advantage Case Study 59

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.

Contact Center 195

Contact Center Virtual Agent e-support Telecommunications 195

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. The only way to truly future-proof an experience, though, is to stay proactive. .

Guest Experience 40

Guest Experience Entertainment Hospitality Brands 40

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.

Data 195

Data Social Media Net Promoter Score Analysis 195

CX Centric

OCTOBER 8, 2021

It goes without saying that many organizations have struggled to stay afloat amid this pandemic, this has then forced these organizations to take their Guest Experience seriously in trying to increase their success rate. Being a highly competitive industry with extensive players, how can hotels compete for a share of leisure demand?

Hospitality 52

Hospitality Guest Experience Hotels Travel 52

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 currently live across 25 countries at Marriott brands including W Hotels, The Ritz-Carlton, St.

Technology 52

Technology Hotels Guest Experience Hospitality 52

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. The Cathy family have been building their brand based on service (they say hospitality) since 1946.

Sales 113

Sales Hospitality Guest Experience Culture 113

ShepHyken

OCTOBER 3, 2016

Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline. The heart is now more prominent in the branding. Now he turns to wearable technology (the Apple Watch) to take the guest experience to the next level.

Airlines 125

Airlines Customer Service Infographics Customer Retention 125

ShepHyken

FEBRUARY 25, 2019

Entrepreneur) Every brand touchpoint is important. Every interaction is a chance for your employees to communicate the experience that your brand provides. Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. CX is for retail brands, as in B2C.

Customer Service 91

Customer Service Guest Experience B2B B2C 91

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 Trends Engagement Conference 40

Kayako

SEPTEMBER 26, 2019

Humanistic experience is achieved when employees are armed and enabled to deliver on the brand promise. The technology and tools can’t replace real-time passion, or a genuine commitment to the organization, brand, and customers”. They are authorized to spend up to $2,000 per guest per day to ensure guest satisfaction.

Communication 130

Communication How To Culture Customers 130

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. The unique aspects of Vacasa’s business design include: Yield management technology that helps owners optimize pricing. TAKE-AWAYS.

Case Study 100

Case Study Study Culture Guest Experience 100

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. The unique aspects of Vacasa’s business design include: Yield management technology that helps owners optimize pricing. TAKE-AWAYS.

Case Study 100

Case Study Study Culture Guest Experience 100

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 Conference 89

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 40

Hotels Guest Experience Hospitality Strategy 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. That’s exactly why HITEC 2017 exists.

Hospitality 53

Hospitality Guest Experience Hotels Entertainment 53

Avaya

MARCH 13, 2017

Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty. So, why do 65% of customers still believe they put in more effort than a brand to resolve service issues?

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

ShepHyken

AUGUST 1, 2022

These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”. Linkedin Pulse) The Ritz-Carlton Hotel Company carries an experience excellence mystique. So let’s explore five lessons on fostering service excellence and elevated experiences.

Customer Service 74

Customer Service B2C B2B Guest Experience 74

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

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

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 Trends Industry Customer Service 52

inmoment

JANUARY 28, 2020

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. According to Forrester, customers who have great experiences are 3.6x times more likely to spend more money with the brand. Roll the Guest and the Employee Experience into One .

Guest Experience 52

Guest Experience Effort Score Employee Experience Feedback 52

Comm100

AUGUST 23, 2018

This year, the company was ranked the most valuable brand in the world , with an estimated brand value of about 150.81 Chatbots Automate Exceptional Experiences. Greg Jones, director of VR and AR at Google, says that the Pokémon GO app has already begun to open consumers up to these technologies. billion U.S.

Exceptional Customer Service 104

Exceptional Customer Service Customer Service Chatbots Hotels 104

Happy or Not

APRIL 1, 2025

Metrics such as Net Promoter Score (NPS) , Customer Effort Score, and Customer Satisfaction score help brands measure customer satisfaction and improve customer journey. A comprehensive strategy ensures the support team resolves complaints and reinforces what customers love about the brand.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

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?

Customer Service 70

Customer Service Hospitality Hotels Customer Retention 70

ENGAGE.cx

OCTOBER 14, 2015

The key to building loyalty and providing great customer experiences to increase customer engagement starts with collecting and optimizing guest data: Mapping the Guest Lifecycle: A guest’s journey, or “Guest Lifecycle,” is made up of each and every touch point a guest has with a brand or property.

Customer Engagement 40

Customer Engagement Engagement Guest Experience Hospitality 40

NetBase

MARCH 2, 2020

Nicki Zink discussed how taking an integrated approach to research methodology empowers brands to smarter strategic decision making, instead of merely informing tactical digital decisions. He shared how the brand used social media to engage with their audience in a relevant, authentic way, that had nothing to do with driving sales.

Social Media 60

Social Media Multi-Channel Leadership Entertainment 60

BirdEye

JUNE 21, 2023

With it, you can create an effective marketing strategy to help increase brand awareness and, ultimately, gain a competitive advantage, all based on the revelations you learn. Knowing how your competitors are reacting to new technology will help you forecast your industry’s, along with your own, future.

Analysis 98

Analysis Social Media Hotels Competitive Advantage 98

CSM Magazine

MARCH 16, 2022

As such, a virtual contact centre was created to support its stores in managing the booking experience, which extended its PCI compliance requirements. As a result, we created a virtual contact centre to support our 85 UK stores, to help reduce administrative burdens on staff in our stores so they can instead focus on the guest experience.

Groups 52

Groups Multi-Channel Guest Experience Government 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 Chatbots Hospitality Guest Experience 52

North Highland

SEPTEMBER 16, 2019

While overall projections for the industry are still promising, this change is an alarm bell for hospitality and timeshare brands developing data and acquisition strategies for the next decade. Brands were able to target hotel guests, resort partners, or travelers who enjoyed certain types of destinations or entertainment.

Travel 45

Travel ROI Entertainment CRM 45

Up Your Service

JUNE 14, 2016

In its previous incarnation, the company suffered from poor financial performance, poor service quality and a weak brand. This service revolution lead to rapid improvements in service culture and guest experience, which in turn lead to sustained financial improvements on a quarter-on-quarter basis.

Case Study 40

Case Study Study Marketing Guest Experience 40

Up Your Service

JUNE 14, 2016

In its previous incarnation, the company suffered from poor financial performance, poor service quality and a weak brand. This service revolution lead to rapid improvements in service culture and guest experience, which in turn lead to sustained financial improvements on a quarter-on-quarter basis.

Case Study 40

Case Study Study Marketing Guest Experience 40