Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Talkdesk

JUNE 22, 2020

Others like travel and hospitality businesses witnessed a spike in customer demands due to travel bans and restrictions, lacking the workforce needed to respond to it. The survey was conducted in April 2020 and received almost 100 responses from customer experience leaders and practitioners.

Customer Insights 62

Customer Insights Travel Hospitality Policies 62

ECXO

MAY 16, 2024

Leaders play a central role in clarifying this relationship and demonstrating how everyone contributes to the whole, inspiring employees to actively improve the customer experience, resulting in a more customer-centered organizational culture.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. We sometimes ask questions the customer may or may not know the answer to—for example, did we resolve your issue today? It’s an amazing source of customer feedback.

Analytics 221

Analytics Data Customer Experience Social Media 221

GetFeedback

JULY 19, 2019

The airline tracked this back to a lack of amenities for early morning travelers. JetBlue responded by passing out water, juice, and coffee to customers at that airport. Your VoC data may not be as structured as JetBlue’s. JetBlue has a massive, mature VoC program.

ROI 309

ROI How To Touchpoint Hotels 309

Forrester's Customer Insights

JUNE 30, 2021

On the other, closed borders, stay-at-home mandates, and pervasive consumer fears brought the travel industry to a grinding halt. On the one hand, consumers expressed an ongoing appetite for adventure and variety of experience. Now that pandemic restrictions have […].

Travel 57

Travel Consumers Course Data 57

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Forrester's Customer Insights

MARCH 2, 2021

Pretty soon, we’re going to start booking business travel again, but after the initial endorphin release, how much will we have learned from selling in a WFH world? In his latest blog post for Forrester, Peter Ostrow shares his thoughts on how sales leaders can find the right balance of the “next normal.”.

Travel 59

Travel Sales Strategy Management 59

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? So, how are UK travel companies doing in terms of online customer experience? Email performance was particularly poor with only two successful answers received by travel brands - and one those took over 7 days.

Travel 49

Travel Brands Airlines Customer Experience 49

Michelli Experience

AUGUST 8, 2017

I’ve also been willing to forgive many of the service breakdowns I’ve experienced as a traveler – as long as I can get to my venue safely and in advance of the time I actually need to arrive (not necessarily what it says on my itinerary). The Future of Air Travel?

Strategy 113

Strategy Airlines Travel Transportation 113

GetFeedback

JANUARY 21, 2019

So how do you gather the customer insight you need? Customer surveys. If done right, surveys can bridge the gap between what content you already provide and what content your customers are looking for. This is particularly true for certain verticals such as healthcare, hospitality, retail, and travel.

Survey 210

Survey Marketing How To Infographics 210

CSM Magazine

JANUARY 3, 2025

Freshdesk AI also offers advanced analytics and reporting features, providing valuable insights into customer interactions and support performance. Sentiment Analysis and Contextual Understanding Salesforce Einstein Salesforce Einstein is an AI-powered tool that provides deep customer insights for multilingual interactions.

Tools 52

Tools e-support Customer Satisfaction Travel 52

C3Centricity

MARCH 15, 2018

” What these three companies demonstrate perfectly is that technology has merely enabled the consumer to get more of what they want, whether that is travel, retail or entertainment. Although these are three very different industries, they have attracted a growing number of customers because what they offer is a trustworthy service.

Data 312

Data Retail Analysis Analytics 312

NICE inContact

NOVEMBER 8, 2019

When Sabre Travel introduced plain language guidelines to help customers install flight information system, annual calls to Sabre’s help desk dropped 70%, resulting in savings of more than $2.4 This will improve the self-service experience for customers. Train agents to use clear, direct language in customer interactions.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

ShepHyken

DECEMBER 4, 2020

If this airline has primarily leisure travelers (i.e. families, vacationers, infrequent travelers) the adoption of this technology will likely be low. This is an example of the “next shiny thing” investment that is not strategic and will have a limited impact on the customer experience of that airline.

Roadmap 112

Roadmap Customer Experience Airlines How To 112

Currency Alliance

SEPTEMBER 17, 2019

First up: the travel & hospitality sector. Travel is one of the most venerable loyalty sectors – so it may surprise some that leading brands often approach Currency Alliance, asking for help to find additional loyalty partners. Competition and opportunities have proliferated beyond travel brands’ core markets.

Loyalty Programs 40

Loyalty Programs Travel Loyalty Airlines 40

Thematic

JANUARY 16, 2025

Text analytics digs into data—customer reviews, emails, and social media posts—to show you what’s working and what’s not. Customer insights help you make smarter decisions to improve your products and services. When you do, your customers will be happier. It’s simple.

Analytics 62

Analytics Social Media Analysis Travel 62

Customers That Stick

NOVEMBER 13, 2014

Tell us how one outside influence impacted your customer service or customer experience thinking. book, movie, sporting event, relationship, travel). In your own personal experience, has customer service gotten better or worse in the past five years? I feel customer service has improved.

Customer Experience 137

Customer Experience Self Service Contact Center Sports 137

Forrester's Customer Insights

MAY 8, 2020

Stay-at-home orders and pervasive consumer fears have devastated the travel industry, which, after setting profit records a few months ago, has been reporting losses around $18 billion a week since March. Preparing for recovery begins with measuring the evolution of consumer motivation, attitude, and behavior.

Travel 41

Travel Consumers Industry Measurement 41

C3Centricity

MAY 25, 2020

” What these three companies demonstrate perfectly is that technology has merely enabled the consumer to get more of what they want, whether that is travel, retail or entertainment. Therefore it is vital to understand your customers and what their needs are behind their stated desires.

Technology 304

Technology Analysis Data Consumers 304

SurveySensum

MARCH 5, 2025

Gain a unified view of the customer journey across all channels for prompt action. Streamline your contact center activities with consolidated customer data. For example , a travel company used text analytics to analyze past interactions and preferences.

Call Center 52

Call Center Analytics Contact Center Analysis 52

Forrester's Customer Insights

AUGUST 15, 2024

Global travel spending is roaring back and will fully recover to pre-pandemic levels by the end of 2024, surpassing $2 trillion. The resurgence of international travel demand in Asia-Pacific and strong leisure travel demand in North America and Europe will power this growth. Among the […]

Travel 36

Travel Consumers Customers 36

TechSee

JUNE 16, 2022

Sharad is the Managing Director (Strategy and Analytics) and global leader in the Applied Intelligence practice at Accenture, with deep expertise in AI-powered customer engagement, and the enterprise-wide adoption of AI across industries, including insurance, communications, travel, and health care.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

SurveySensum

NOVEMBER 22, 2023

billion active social media customers. If you run a travel blog, for instance, post questions to gather feedback from your followers about their dream travel destinations. This is another way to invite customers to share their thoughts and preferences in a more private and personalized manner. And the best part?

Feedback 52

Feedback Customer Insights e-support Social Media 52

Comm100

MARCH 2, 2022

This is table stakes for any customer experience management operation, but the struggle within the organization is where the real work is needed. Using your customer insights to convince product managers, service delivery, or marketing that customers value something other than what the organization offers.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

Customer Bliss

SEPTEMBER 14, 2016

If you take time to consider your business objectives to create a well-researched strategy, customer experience metrics can help your business reach its goals. You can make the transition from traditional software to CRM analytics and improve productivity, gain customer insights, and reduce costs.

Metrics 100

Metrics Strategy Customer Experience Contact Center 100

Forrester's Customer Insights

SEPTEMBER 21, 2014

For instance, the airline provides social booking services on WeChat to enable customer-to-business product innovation. customer analytics. customer insights. Customer Insights Social Intelligence big data customer analytics customer insights social listening' social listening.

Social Media 53

Social Media Airlines Transportation Travel 53

Zeisler Consulting

JULY 23, 2024

That takes an awful lot of investigation into your Customers’ insights, identifying the gaps between what you’re telling the world you’re all about and what your Customers are actually getting in the real world. It turns to the CX function in your organization to deliver on that promise.

Touchpoint 72

Touchpoint Travel Brands System 72

AWS Machine Learning

JANUARY 17, 2024

These metrics present a picture of how many devices or users are actively stopping and engaging with a business, which can be further used for site selection or even analyzing movement patterns around an event (for example, people traveling for a game day). The following screenshot shows an example dashboard.

Data 127

Data Advertising Analysis Travel 127

Thematic

MARCH 26, 2025

In particular, customer review analysis helps surface recurring themes and pain points shared in public feedback, giving teams a clearer picture of user sentiment. Without a structured feedback loop, businesses operate in the dark, relying on assumptions rather than real customer insights.

Feedback 62

Feedback Social Media Analysis Survey 62

CX Journey

DECEMBER 13, 2018

How to Build a CX Team Within the CX Team, the Customer Experience Director (or Customer Insights Director) leads the charge. Hiring without a Customer Insights Team in Place The CX cycle begins and ends with customer insights (the Voice of the Customer program).

Tips 83

Tips Customer Insights Leadership Exercises 83

Customer Bliss

FEBRUARY 8, 2019

To embed this philosophy, he and his team have started their planning process from the point of view of the customer. REI has a travel business that takes people around the world, providing them with life-changing experiences at incredible outdoor spaces.

Chief Customer Officer 131

Chief Customer Officer Customers Travel Measurement 131

Forrester's Customer Insights

MARCH 28, 2024

Last week, SITA, the multinational IT company supporting the air travel industry, announced it would be the lead investor in the Series A funding in Indicio, a decentralized digital identity solution provider.

Travel 29

Travel Industry Company Trends 29

Optimove

MARCH 30, 2023

Except for travel, about 40% of consumers shop in-store and online. It underscores that retailers without omnichannel capabilities are disadvantaged in connecting with the customer. To connect with thousands, even millions of customers individually, brands should take several steps to meet consumers’ preferences and expectations.

Consumers 94

Consumers Omni-Channel Retail Travel 94

Forrester's Customer Insights

SEPTEMBER 13, 2021

It's impossible to know what the future holds for marketing campaigns in development. But you can audit your progress and course-correct when needed.

Travel 49

Travel Marketing B2B Course 49

Currency Alliance

JUNE 1, 2020

Of course, after decades of increasingly easy and affordable travel, no consumer’s ambitions will stop with an ice-cream cone. After Covid-19, nearly every customer type will be more deliberate in how they spend money. This will reward them for collecting points with partners, and encourage them to travel when the occupancy is low.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Maz Iqbal

DECEMBER 30, 2014

IVR) have they taken you to the heights of sales effectiveness and/or customer service delight? Let’s not forget the VoC feedback- has that unlocked the door to customer loyalty riches? Greatness does not lie on the road well travelled, greatness lies on the road less travelled.

Leadership 59

Leadership Customer Philosophy Customer Journeys CRM 59