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. This introduction to Generative AI is a first for Sabre Hospitality, with an aim to extend the reach of customer service beyond conventional support agent abilities.

Hospitality 52

Hospitality Guest Experience Hotels Exceptional Customer Service 52

CSM Magazine

JUNE 5, 2024

The hospitality industry continuously evolves, with customer expectations rising yearly. Staying informed about current trends can help businesses provide memorable guest experiences. Here are some key customer experience trends shaping the hospitality industry today.

Hospitality 52

Hospitality Trends Industry Hotels 52

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Customer experience automation allows organizations to connect with customers in a relevant, timely, and personalized way without extra manual input. Why is Customer Experience Automation Important?

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Avaya

MARCH 13, 2017

We especially see this in one of today’s most customer-centric industries: hospitality. This is a serious issue, considering that the hospitality industry is coming off five consecutive years of employee turnover rate increases. There are many paths that hotel owners, operators and consultants can take to improve on these fronts.

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

Totango

JUNE 25, 2020

SevenRooms is a hospitality platform designed to help operators maximize profits, build customer loyalty, and create truly exceptional guest experiences. As many of us know, COVID-19 has been especially hard on those in the hospitality industry. So the ability to connect with your guests through delivery is important.

Hospitality 62

Hospitality Industry Guest Experience Customer Success 62

ECXO

DECEMBER 25, 2024

Break time: The European Customer Experience Organization (ECXO) Wishes You a Season of Light and Joy! To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace. Why It Works: Community-building enhances customer connection and generates organic advocacy.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

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

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. This means that providing an exceptional, above-and-beyond level of customer service in your hospitality business is more important than ever before. Tech can help.

Guest Experience 52

Guest Experience Hospitality Hotels How To 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

ShepHyken

OCTOBER 3, 2016

But he’s also at the forefront of hospitality industry trends, eliminating tipping at most of his restaurants and offering paid parental leave company-wide. He’s constantly trying new ideas and pushing the envelope to achieve better experiences for both his employees and guests. Bold words, yes, and I stand by them.)

Airlines 124

Airlines Customer Service Infographics Customer Retention 124

Michel Falcon Experience

MARCH 17, 2023

If you’re looking to connect with me online, I am at Michele Falcon everywhere, whether it’s LinkedIn or Instagram, Twitter so connect with me there. I am in hospitality and restaurants, so often people turn to me to discuss all things related to hospitality and guest experience.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

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

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. And 67% would sign up for location-based coupons and alerts.

Hospitality 53

Hospitality Guest Experience Hotels Entertainment 53

ReviewTrackers

AUGUST 30, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: We explain how companies from the finance, healthcare, insurance , and hospitality industries can better connect with their customers. Are you using Data?

Connections 50

Connections Customer Journeys Healthcare Banking 50

Experience Investigators by 360Connext

JULY 16, 2019

How often do you connect the dots between what you want from your strategy and how that will positively impact the business? We tend to get excited about customer experience projects. Your employees need to hear about your customer experience mission in ways that relate to them and their everyday lives. You heard me.

Strategy 110

Strategy Customer Experience How To Customer Journeys 110

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

Avaya

FEBRUARY 7, 2017

This without question includes the hospitality industry, where hoteliers are working overtime to stay ahead of today’s rapid pace of innovation. 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.

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

InMoment XI

SEPTEMBER 25, 2024

Integrations With how popular NLP has become, we can only expect continual integrations with other technologies allowing for a more intuitive voice-controlled interaction from smart devices, vehicles, and other connected technologies. With how rapidly NLP is evolving, future trends for natural language processing can change quickly as well.

Data 195

Data Social Media Net Promoter Score Analysis 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

Currency Alliance

OCTOBER 11, 2018

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. Restive guests: understanding hospitality loyalty. Different loyalty drivers apply to different guest demographics.

Hotels 40

Hotels Hospitality Loyalty Travel 40

ReviewTrackers

MAY 15, 2017

Across all segments of the hotel and hospitality industry, online reputation has become one of the most powerful drivers of revenue and growth. To ensure that your online reputation is driving guests to your hotel — instead of away from it — we created a list of hotel reputation management best practices and tactics. TripAdvisor ).

Hotels 20

Hotels Management Net Promoter Score Social Media 20

ShepHyken

SEPTEMBER 4, 2023

Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business. Connect with Shep on LinkedIn.

Customer Service 69

Customer Service Hospitality Hotels Customer Retention 69

Magellan Solutions

DECEMBER 4, 2023

It harmonizes a symphony of impeccable guest arrivals and content patrons. It guarantees that your hotel thrives by providing top-notch hospitality services. Our goal is to provide exceptional service that sets a new standard for hospitality. We are your partner in providing exceptional hospitality. Read along!

Hotels 52

Hotels Management Hospitality Guest Experience 52

Optimove

JULY 19, 2022

The hospitality industry is back. With millions of us reaching for our passports and planning a long-overdue getaway, the hospitality sector is expected to grow from $3.9 Just a 5-minute wait at check-in can reduce guest satisfaction by 50% (Hospitality.net) but worry not, we have some ideas to help reduce wait times by up to 20%.

Hotels 52

Hotels Marketing Guest Experience Travel 52

Kustomer

JUNE 9, 2021

The tourism and hospitality company has been able to create a loyal fan base. One of the many reasons they are known for their impeccable service is because they have empowered every employee to provide additional touches to make their guests’ experience exceptional.

Tourism 76

Tourism eBook Guest Experience Hospitality 76

Avaya

NOVEMBER 7, 2018

At a time when it’s incredibly easy to oversubscribe to communications, organizations must be careful not to connect employees to the point of counterproductivity (which is exactly where WUPHF goes wrong). The post Next-Gen Unified Communications & Collaboration is All About Convergence appeared first on Avaya Connected Blog.

Communication 71

Communication Guest Experience Hospitality Healthcare 71

BirdEye

FEBRUARY 20, 2025

They cover various industrieshospitality, retail, real estate, healthcare, and personal servicesallowing businesses to connect with targeted audiences. Apple Business Connect Apple Business Connect is gaining popularity among Australian users, especially those using iPhones and other Apple devices.

Automotive 75

Automotive Insurance Healthcare Hospitality 75

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. Every guest’s journey is made up of each touch point a guest has with a brand or property.

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

ReviewTrackers

MARCH 21, 2019

Travel website TripAdvisor is a huge platform for travelers looking to connect with businesses. million accommodations, airlines, experiences, and restaurants. Meanwhile, 96 percent of hotel and hospitality brands worldwide say that TripAdvisor reviews are influential in generating bookings. How People Use TripAdvisor Reviews.

Analysis 56

Analysis Hotels Travel Guest Experience 56

Retently

SEPTEMBER 3, 2023

Given the dynamic hospitality landscape, where user experiences can make or break a business, Airbnb stands as a prime example of how customer feedback can shape an industry giant. Central to Airbnb’s customer-centric approach is the Net Promoter survey – a strategic tool for understanding guest satisfaction and loyalty.

Net Promoter Score 78

Net Promoter Score Survey NPS Touchpoint 78

BirdEye

JANUARY 24, 2025

It's about building real connections and driving strong social media engagement. Share the right content, encourage guests to share their stories, and you'll build trust and turn followers into fans. Responding to comments, reposting stories, and answering queries builds human connection and drives loyalty.

Social Media 52

Social Media Hotels Strategy Marketing 52

CSM Magazine

JANUARY 3, 2025

Effective communication is paramount to understanding customer needs , resolving issues, and ensuring a positive experience. Multilingual customer support enables businesses to connect with a broader audience, breaking down language barriers that could otherwise hinder growth and customer satisfaction.

Tools 52

Tools e-support Customer Satisfaction Travel 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. As we already know , prioritizing people interaction and connections alongside technology and strategy results in stronger teams and better ROI.

Travel 45

Travel ROI Entertainment CRM 45

CSM Magazine

AUGUST 26, 2019

AYANA Midplaza JAKARTA is a globally reputable urban sanctuary where modern amenities blend with the authentic Indonesian hospitality. The resort’s private events team is always available to connect couples with the island’s best entertainers to complement their romantic dining experience. Romantic dining.

Conference 40

Conference Entertainment Guest Experience Hospitality 40

BirdEye

DECEMBER 27, 2024

3 ways to build strong relationships with loyal customers First, successful restaurants leverage review insights to personalize guest experiences. Second, they create feedback loops where customer input visibly shapes the dining experience.

Multi-Channel 52

Multi-Channel Social Media Feedback Analysis 52

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Much of Jackie’s background was in the luxury hospitality industry. Episode overview.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Comm100

AUGUST 23, 2018

There are several ways that companies are opting to use third-party messaging systems to connect with their customers. This gives customers another option for connecting with their favorite companies on the go, outside of the company’s native app. One is by providing customer service directly on messaging apps. Who is doing this right?

Exceptional Customer Service 104

Exceptional Customer Service Customer Service Chatbots Hotels 104