Brandwatch CX

JULY 18, 2024

What does Brandwatch data reveal about trends in travel and hospitality? Learn about emerging consumer preferences and key insights for the year ahead.

Travel 98

Travel Consumers Hospitality Trends 98

InMoment XI

JUNE 7, 2022

A consumer electronics brand who partnered with InMoment previously approached Voice of Customer by designing, distributing, and analyzing a wide range of surveys. Gensler’s customized social listening solution had a one week integration time, encompassing three data sources, 869,973 words, 30,000 travelers, and the top ten airports!

Company 369

Company Social Media Return on Investment Travel 369

IntouchInsight

NOVEMBER 10, 2021

While lockdowns and travel restrictions meant we didn’t have to fill up our gas tanks as frequently, some changes in consumer priorities played directly to the strengths of convenience stores.

Consumers 156

Consumers Travel 156

QuestionPro Audience

OCTOBER 24, 2018

We may be only halfway through October, but it’s not too early to think about the upcoming holidays, and more importantly to many consumers and retailers—holiday shopping. The average consumer plans to spend 5% more than they did in 2017, an average of $1,250 each, on travel, gifts and entertainment this holiday season.

Retail 170

Retail Consumers Entertainment Ecommerce 170

InMoment XI

FEBRUARY 15, 2022

Then let’s take a look at three concrete examples we’ve discovered based on data our Strategic Insights Team collected from consumers and employees across North America. Hence, “blended”. Still not getting the gist of it? Here’s what people are truly expecting: Blended Experience #1: Buy Online, Pick Up Instore.

Retail 195

Retail Consumers Social Media eBook 195

InMoment XI

NOVEMBER 16, 2023

The workshop gathered professionals from diverse sectors such as retail, travel, services, grocery, and healthcare. Macro-Environmental Insights The workshop started by contextualising businesses within macro-economic and social environments, considering factors like inflation, evolving consumer behaviours, and societal habits.

Healthcare 447

Healthcare Culture Travel ROI 447

Brandwatch CX

AUGUST 1, 2024

Discover how luxury travel trends are evolving despite economic challenges. Learn about consumer preferences and how brands can meet new expectations.

Travel 98

Travel Trends Meeting Consumers 98

QuestionPro Audience

FEBRUARY 15, 2018

and they are the fastest growing segment of technology consumers. Whereas millennials consume the trending technology and move on to the next, baby boomers are different. TRAVEL 84% of boomers book their travel online. This is no surprise since the advance of technology has made traveling easier for everyone.

Company 186

Company Travel Comparison Social Media 186

Steve DiGioia

MAY 23, 2022

Many travelers love to find those “non-touristy” attractions and will appreciate your efforts. Consumers who continually shop locally, do so for many reasons. If your business caters to tourists, feature foods or products from your fellow local businesses. Ask, simply ask them.

Fashion 361

Fashion Sports Hospitality Hotels 361

InMoment XI

FEBRUARY 7, 2024

Out of nowhere, citizens were flocking in droves to distant lands, as travel by plane, sea, and car surged. The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. Instead, 71% of consumers expect personalization from the businesses they choose.

Hotels 195

Hotels Guest Experience Travel Social Media 195

Brandwatch CX

AUGUST 1, 2024

Discover how luxury travel trends are evolving despite economic challenges. Learn about consumer preferences and how brands can meet new expectations.

Travel 88

Travel Trends Meeting Consumers 88

Customer Bliss

AUGUST 29, 2019

In today’s digital age, never before have consumer journeys and expectations been so diverse. Exceptional CX is memorable and good news travels fast. Consumers are more likely to share positive interactions with companies than negative ones. Consumers are attracted to companies who honor them. What did they order?

Customer Journeys 227

Customer Journeys Customer Experience Case Study Consumers 227

GetFeedback

NOVEMBER 25, 2019

Consumer Shipping: 78%. Internet Travel Services: 78%. Ambulatory Care: 77%. Apparel: 79%. Athletic Shoes: 79%. Automobiles and Light Vehicles: 82%. Banks: 81%. Breweries: 85%. Cellular Telephones: 79%. Computer Software: 79%. Cooperative Energy Utilities: 75%. Credit Unions: 81%. Department and Discount Stores: 76%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

BlueOcean

JULY 20, 2023

Yes, it’s more time-consuming and potentially more costly. Yes, there’ll be travel and calendars to coordinate. Running your procurement process with a virtual approach saves you on travel expenses or the cost of hosting. The commonplace rules of respect and participation still hold, even when it’s virtual. Many (maybe most?)

Contact Center 294

Contact Center Travel Culture Meeting 294

Kayako

AUGUST 12, 2022

eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. What consumers really want is personalization in the customer service experience. 66% of consumers expect brands to understand their individual needs.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

InMoment XI

JANUARY 17, 2024

With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers. These include online travel agencies (OTAs), social media, mobile apps, and brand websites.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

ShepHyken

JANUARY 28, 2025

In the US, a typical consumer might be a member of around 15 loyalty programs. For example, many prefer booking their travel through their bank’s credit card programs, which offer points or perks that can be used for flights, hotels, or car rentals.

Loyalty Programs 85

Loyalty Programs Loyalty Customer Experience Rewards Programs 85

Optimove

MARCH 30, 2023

To find out, we did what we always do in these situations: fielded a consumer survey. You know, like we did on  consumer trust ,  marketing fatigue ,  holiday shopping , and more. Let’s start with the bottom line: Most consumers, at 78%, plan to spend the same or less for summer items compared to 2022, and only 22% plan to spend more.

Consumers 94

Consumers Omni-Channel Retail Travel 94

ECXO

JUNE 11, 2023

How do they consume content? How do they consume content? SNCF – French state-owned railway company SNCF has implemented a mobile app that provides real-time information on train schedules, delays, and cancellations, as well as personalised travel recommendations based on the customer’s preferences.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

QuestionPro Audience

AUGUST 10, 2018

Consumer insight is our jam. With more than 20 million respondents recruited and managed by QuestionPro, we help advertising and branding agencies tap into millions of consumers to provide feedback into various research initiatives such as: Creative Design. Frequent travelers. Consumer electronics and more. Logo Design.

Healthcare 170

Healthcare Advertising Travel Video 170

Customer Bliss

AUGUST 3, 2017

Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Some interesting, if not surprising, news from the customer experience world recently. It’s interesting; take a look.

Customer Experience 236

Customer Experience Travel Touchpoint Connections 236

AWS Machine Learning

JANUARY 24, 2025

In his spare time, Vishal loves making short films on time travel and alternate universe themes. Outside work, He enjoys traveling with family, watching cricket and movies. In JSONL format, each record is one text line. His core area of focus includes Generative AI and Machine Learning.

Policies 113

Policies Groups Resources Training 113

Beyond Philosophy

MARCH 31, 2020

I’ve received a number of messages from airlines, hotel chains and travel site CEO’s about all the measures they are taking, the policies they are changing, etc. But there are other, not-travel related customer experience shambles too! Which COVID-19 Related Consumer Behavior Shifts Are Here To Stay? Doesn’t sound so easy?

Self Service 199

Self Service Airlines Hospitality Travel 199

GetFeedback

JANUARY 19, 2020

All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Notice that this sample map is for “Jane,” a consumer looking for a health plan. Break the journey into major touchpoints. purchasing). .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

CSM Magazine

MARCH 14, 2022

Chatbots and Intelligent Virtual Assistants are on the customer engagement frontlines, interacting with consumers every day. consumers of 18 to 65 years of age. Our survey results reveal that consumers just aren’t sold on chatbot efficacy, and many find chatbot experiences flat-out frustrating.

Chatbots 98

Chatbots Consumers Healthcare Travel 98

ECXO

DECEMBER 25, 2024

Modern consumers have grown accustomed to seamless, tailored, and instant interactions, whether theyre ordering coffee, streaming their favorite show, or scheduling a service. By understanding the desires of modern travelers for unique, affordable accommodations, Airbnb disrupted the hospitality industry.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

QuestionPro Audience

JULY 25, 2018

From healthcare, veterinarians, college students, general contractors, registered voters, small business owners, frequent travelers, consumer electronics and more, we have you covered. By implementing various recruitment methodologies, we make sure to provide the right kinds of respondents for your research.

Comparison 218

Comparison Groups Healthcare Travel 218

C3Centricity

OCTOBER 1, 2019

We all know how extremely demanding consumers have become in recent years. hotel #travel #leisure #CustomerSatisfaction Click To Tweet. How do you treat your own customers, consumers and clients? It was therefore his philosophy to do limited market research and never to ask the advice of consumers on his innovations.

Customer Satisfaction 245

Customer Satisfaction Hotels Marketing Customer Centricity 245

Lumoa

MAY 29, 2018

77% of consumers are more likely to buy a new product when learning about it from friends or family and people are 4 times more likely to buy when referred by a friend. Upselling is a common practice in many industries, one particular example being the low-cost air travel.

Engagement 207

Engagement How To Travel Hospitality 207

BirdEye

FEBRUARY 20, 2025

Consumers often use RateMDs for second opinions or to cross-check recommendations, giving it strong authority in healthcare reviews. By reading verified feedback, consumers gain insights into service quality, pricing, and reliability. Patients can rate based on punctuality, bedside manner, and diagnosis accuracy.

Automotive 94

Automotive Insurance Healthcare Hospitality 94

TechSee

OCTOBER 7, 2024

Cost Savings and Sustainability Impact Visual intelligence reduces the need for technician dispatches, trimming operational costs while also lowering carbon emissions associated with travel. Reduced technician dispatches not only save costs but also lower carbon emissions associated with travel.

ROI 124

ROI First Call Resolution Travel Return on Investment 124

GetFeedback

JANUARY 21, 2019

In fact, 2018 study by Clutch revealed that 73% of consumers made a purchase based on marketing content they’ve viewed. Enough so that the consumer feels inclined to further research the company and consider making a purchase. One study reported that over 60% of consumers had abandoned a customer feedback survey before completing it.

Survey 210

Survey Marketing How To Infographics 210

AWS Machine Learning

FEBRUARY 14, 2024

We build a personalized generative AI travel itinerary planner as part of this example and demonstrate how we can personalize a travel itinerary for a user based on their booking and user profile data stored in Amazon Redshift. This solution contains two major components.

Chatbots 139

Chatbots Travel Hospitality Data 139

TechSee

OCTOBER 2, 2018

T he use of digital twins has an almost unlimited potential to impact the technical support domain, both by enhancing consumer interactions with their technology and by empowering field support organizations. Just as in our example of the smart screw, the impact of digital twins on the consumer mass market has the potential to be huge.

Technology 176

Technology Self Service Innovation Trends 176

TechSee

DECEMBER 21, 2020

For a consumer packaged goods (CPG) company, inventory management is a never-ending cycle. Whether it’s a chain store, grocery store, or a vending machine in a gas station, keeping items stocked and accounted for and tracking what sells is a time-consuming and continuous undertaking for CPG companies.

Self Service 152

Self Service Management Consumers Analytics 152

InMoment XI

JULY 26, 2024

These services are essential for maintaining a positive perception of your business in the eyes of consumers. Here are a few reasons why reputation management services are essential: Customer Trust and Credibility: Consumers are more likely to trust a business with positive reviews and a strong online presence.

Brands 195

Brands Management Social Media Competitive Advantage 195

GetFeedback

JUNE 10, 2019

Surveys are also a way for a brand to present itself in front of consumers. Leave plenty of white space: Your form should appear uncluttered and visually clean so that people don’t feel it’ll be time-consuming and difficult to fill in. Use the forms as if they were one of your products. This increases time, effort, and frustration.

Feedback 199

Feedback Survey Conference Airlines 199