Alida

OCTOBER 17, 2017

Retail, hospitality and other industries are setting a high bar, delivering innovative experiences to their customers. To respond to increasing patient expectations, more health care organizations are looking to retail and hospitality for inspiration on how to improve the end-to-end patient experience.

Hospitality 247

Hospitality Retail Leadership Culture 247

CX University

JANUARY 10, 2025

In the ever-evolving landscape of healthcare, technological advancements are often celebrated for improving outcomes and efficiencies. The answer may lie in understanding patient experiences through tools like the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). percentage points.

Healthcare 40

Healthcare Technology Self Service Hospitality 40

PeopleMetrics

JANUARY 30, 2025

2) Unfiltered Truth One of my favorite examples comes from a hospitality client who discovered their AI-analyzed social media feedback painted a very different picture than their traditional surveys. Remember: Technology enables better listening, but it's still humans who turn listening into action. What challenges are you facing?

Social Media 110

Social Media Telecommunications Hospitality Call Center 110

InMoment XI

DECEMBER 18, 2024

It leverages technology like automatic call distribution (ACD) and real-time transcription to reduce the manual workload for agents. A great example of this technology is InMoments Active Listening , which prompts customers with context-aware follow-up questions to capture meaningful feedback. What Is Contact Center Automation?

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

C3Centricity

JANUARY 13, 2021

How to Improve Customer Centricity in Hospitality. The hospitality industry should be one of the most customer centric of any business, but it often isn’t. After all, hospitality relies on satisfying its guests, doesn’t it? Why Technology Won’t Help You Understand Your Customers. This may surprise you.

Customer Centricity 279

Customer Centricity Hospitality Customer Journeys Strategy 279

Experience Investigators by 360Connext

DECEMBER 4, 2014

An ER visit is represented with separate bills from the hospital, the radiology department, the medical device unit (huh?), At the time, in pain or bleeding or in general discomfort, you probably forgot to ask questions like “is this doctor the most expensive guy in the hospital?” and the doctor. But overall?

Healthcare 234

Healthcare Customer Experience Hospitality Social Media 234

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. With travel consumers exposed to seemingly limitless hospitality solutions, providing an exceptional guest experience helps differentiate your brand from competitors.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

ECXO

JUNE 11, 2023

Incorporate emerging technologies – staying up to date with emerging technologies can help you create a cutting-edge experience that sets you apart from the competition. This has resulted in increased bookings and customer satisfaction, and has helped Airbnb disrupt the hospitality industry. How are you doing?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

InMoment XI

SEPTEMBER 16, 2024

For instance, a hospital could have world-class medical staff delivering high-quality care. Hospitals and Clinics In hospitals and clinics, the medical staff gathers feedback from inpatients and outpatients to see what steps in the patient journey need improvement. I found that I’d been billed for services I never received!

Feedback 195

Feedback Healthcare Hospitality Wait Times 195

InMoment XI

OCTOBER 24, 2024

Hospitality: Using a customer engagement platform, hotels and restaurants can streamline reservations, respond to guest messages, and manage personalized offers. E-commerce: E-commerce companies use customer engagement platforms to manage customer service, send personalized product recommendations, and automate follow-ups after purchases.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

ShepHyken

OCTOBER 11, 2019

Having written prior books about experience strategies at retail brands like Starbucks, I was eager to examine how leaders at the Ritz-Carlton (an iconic hospitality brand) were reconceptualizing their service delivery to meet changing lifestyles and expectations of luxury travelers.

Technology 101

Technology Customer Experience Hospitality Hotels 101

Alida

AUGUST 27, 2018

While health care organizations do have to work within certain regulatory frameworks, they must also deal with digital-first competitors and transformative technologies. Hospitals with “excellent” patient ratings see a net margin of 4.7%, on average, compared to just 1.8% for hospitals with “low” ratings.

Hospitality 95

Hospitality Retail Leadership Study 95

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. Fast and accurate responses to customer inquiries are a reality with this technology, fostering a more harmonious customer experience.

Hospitality 52

Hospitality Guest Experience Hotels Exceptional Customer Service 52

InMoment XI

AUGUST 14, 2024

Discover how advanced AI technology can transform raw data into actionable insights, driving informed decisions and improving customer satisfaction. The company can then focus on improving battery technology in future product iterations. Unlock the full potential of your customer feedback with InMoment’s AI-powered solutions.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

QuestionPro Audience

AUGUST 14, 2018

AI technologies are being used to help streamline administrative and health care processes. Wearable technology and apps encourage individuals to lead healthier lives, and take control of their well-being. We have grown accustomed to having these digital personal assistants make our lives easier and having “smart” homes and cars.

Healthcare 186

Healthcare Insurance Hospitality Technology 186

CSM Magazine

FEBRUARY 6, 2025

Networking Opportunities: Programs featuring connections with alumni in industries known for customer service (like retail, hospitality, or healthcare) can provide career advantages. Focus on Technology and Data: Modern CRM tools, analytics, and AI are reshaping customer service; the best MBAs equip graduates to leverage these.

Customer Centricity 52

Customer Centricity Leadership Hospitality Course 52

InMoment XI

FEBRUARY 2, 2024

Major Hospitality Conglomerate Masters The Art of Engagement At the heart of one of the biggest dining, entertainment, and hospitality conglomerates in the nation lies a balanced approach to customer feedback: they’ve mastered the art of both reactive and proactive engagement.

Hospitality 195

Hospitality Call Center Retail NPS 195

ShepHyken

NOVEMBER 14, 2024

Certain industries, like hospitality, report even more impressive time savings, reaching as high as 54.1%. As businesses continue to navigate the AI landscape, it’s clear that those who thoughtfully implement these technologies stand to gain a competitive edge in both customer satisfaction and operational efficiency.

Employee Experience 66

Employee Experience Customer Experience Self Service Contact Center 66

BlueOcean

MARCH 3, 2025

Michaels Hospital in Toronto, to discuss how partnerships with service suppliers like outsourced contact centers can impact your business objectives. Whether its through call center technology or customer journey mapping , they are aiming to wow the customer and build a seamless experience.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

AWS Machine Learning

SEPTEMBER 23, 2024

Since its launch in 2018, Just Walk Out technology by Amazon has transformed the shopping experience by allowing customers to enter a store, pick up items, and leave without standing in line to pay. In this post, we showcase the latest generation of Just Walk Out technology by Amazon, powered by a multi-modal foundation model (FM).

Technology 85

Technology Retail Training System 85

CSM Magazine

JUNE 5, 2024

The hospitality industry continuously evolves, with customer expectations rising yearly. Here are some key customer experience trends shaping the hospitality industry today. Hotels leverage technology to collect and analyse data, tailoring experiences to individual guests.

Hospitality 52

Hospitality Trends Industry Hotels 52

Kayako

MAY 30, 2017

Nayar, former CEO of HCL Technologies, an IT services company, begins by asking the audience why employees feel good about voluntarily going to church on a Sunday, but dread going to work on next Monday. If we don’t think about these micro-interactions and moments in technology and engagements, these things can happen,” she says.

Loyalty Programs 184

Loyalty Programs Self Service e-support Video 184

ShepHyken

MARCH 8, 2021

Automation and technology can play an important role in that strategy. My Comment: If you’ve been following me, you know that I’m a big believer in the hospitality mentality. Creating an experience that drives people to your website, your store, or willing to meet with a sales representative is all part of marketing.

Customer Service 145

Customer Service Airlines Hospitality Infographics 145

Adrian Swinscoe

NOVEMBER 20, 2023

Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk about his new book: […] The post Your customer doesn’t want to know about your technology – Interview with Micah Solomon first appeared on Adrian Swinscoe.

Technology 76

Technology Hospitality Customers Customer Service 76

TechSee

APRIL 7, 2020

To address the unprecedented fallout of the coronavirus, business continuity planning increasingly involves a reliance on remote support technologies that allow employees to work from home and reduce the technician dispatches that could put essential workers at risk. One such technology is Visual Assistance.

Hospitality 124

Hospitality Multi-Channel Groups Consumers 124

Alida

APRIL 5, 2017

What does it look like, and how should providers implement it in their practices and hospitals? The health care industry has frequently lagged behind other industries in terms of technology and customer service developments. Integrate technology to provide an easier, more seamless experience.

Retail 154

Retail Customer Base Strategy Rewards Programs 154

Alida

OCTOBER 26, 2017

Among other things, health care lags behind retail, hospitality and other industries in delivering innovation and a better customer experience. The technology factor. People of all ages use technology to research their health care needs, but this is even more true for millennials. Here’s why. The cost factor. some millennial.

Industry 188

Industry Insurance Study Hospitality 188

GetFeedback

FEBRUARY 10, 2020

Being in the hospitality industry, I knew that customer experience was critical, but putting an official label and set of initiatives around it just kind of happened. The day after their visit, we send the customer a survey asking for a 1-5 rating on our 3 service areas: Hospitality, Wine, and Food.

Self Service 218

Self Service Hospitality Survey Effort Score 218

C3Centricity

JANUARY 4, 2021

How to Improve Customer Centricity in Hospitality. The hospitality industry should be one of the most customer centric of any business, but it often isn’t. After all, hospitality relies on satisfying its guests, doesn’t it? Why Technology Won’t Help You Understand Your Customers. This may surprise you.

Customer Centricity 156

Customer Centricity Hospitality Customers Customer Satisfaction 156

QuestionPro Audience

JUNE 28, 2018

We know Apple is the crown jewel of the technology industry, but did you know that Apple sent its store managers to Ritz-Carlton hospitality training before opening its own stores? This look at grilling habits in the U.S. is fun…but beware, it will cause your mouth to water. Or anyone in the tech industry.

Infographics 170

Infographics Hospitality Trends Industry 170

ECXO

MARCH 21, 2023

Ricardo has worked at numerous global technology companies, such as Oracle, Ericsson, Amdocs, Redknee,SAP, Inttra, Samsung among others as a global executive, focusing on enterprise technologies. The Lab is working to eradicate it, based out of Massachusetts General Hospital and Harvard Medical School.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Customer Bliss

JUNE 6, 2018

Focus on where it should be years from now and how technology can be combined to make this better. Using the data gathered from the feedback, he had to ask – what should CX of the future look like for rental services? Overcoming the lack of product and location advantage.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

ShepHyken

NOVEMBER 10, 2020

It is easy to do this using the tools and technology available today. Take a proactive approach and incorporate asking for feedback into the hospitality component of your business.”. “42% With the tools and the technology that we have today, it is very easy to automate a system to request feedback from our customers.”.

Tourism 138

Tourism Hospitality Feedback Survey 138

BirdEye

APRIL 1, 2025

Its online reviews , the most powerful and public reflection of your hospitality. In todays real-time, feedback-driven environment, review management is continuous and requires both technology and strategy. Streamline hotel online review management with technology Managing a handful of reviews manually is one thing.

Hotels 52

Hotels Management Guest Experience Hospitality 52

Thematic

OCTOBER 30, 2024

Technology Prioritizing VoC can help technology companies avoid early failure and gather crucial insights into what new features will meet market demand and improve customer satisfaction. Hospitality and entertainment Like retail, the hospitality and entertainment sectors overwhelmingly operate in a customer-centric ecosystem.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Customer Bliss

MAY 30, 2017

Prior to his role at Citizens, Claudiu led the customer experience organization at Fresenius Medical Care North America, where he built a first-of-its kind program within the healthcare industry across a footprint of 4,000 clinics and hospitals. In the listen phase, your focus is on understanding relationships.

Financial 121

Financial Banking Healthcare Leadership 121

CSM Magazine

OCTOBER 29, 2024

In industries such as retail, hospitality, and education, customer service teams are now responsible for addressing health and safety concerns, an area where technology is making notable advancements. Choose the Right Technology – Select vape detectors or other safety tools based on the specific needs of your facility.

Measurement 52

Measurement Customer Service Hotels Policies 52