BlueOcean

JUNE 22, 2022

So, what should you ask when you’re addressing contact center technology in your RFP? Read on to unpack our recommendations as an outsourcer supporting some of the world’s best brands in verticals from SaaS to travel and tourism. The concept of on-prem technology is slowly diminishing. The Future of Contact Center Technology.

Contact Center 156

Contact Center Technology Tourism Exceptional Customer Service 156

BlueOcean

MARCH 24, 2025

The more mundane details of the SOW should be included here too: from billing and payment specifics, travel expenses, and term agreements to warranties, liabilities, insurance, compliance, and confidentiality. Pro tip: Set aside a section for tech requirements.

Contact Center 156

Contact Center Automotive Analytics Metrics 156

NICE inContact

SEPTEMBER 4, 2019

As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform. Get the full story of Omega World Travel’s technology journey in our webinar, Alexa, How are My SLAs Doing?

Travel 193

Travel Contact Center Innovation Analytics 193

ijgolding

APRIL 9, 2020

For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. Technology to the rescue…. How can technology play a part in addressing this dilemma? It has been an amazing, if not exhausting, journey.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

InMoment XI

MARCH 31, 2020

The Results Are In The UK Consumer Study produced by Bain & Company in partnership with MaritzCX is the first comprehensive annual survey of major UK industries and sub-industries, including Automotive, Travel, Logistics, Utilities, Technology and Media. The data identifies the brands that UK customers consider to.

Study 221

Study Consumers Automotive NPS 221

BlueOcean

JULY 20, 2023

Best Use of Time: Get your technology troubleshooting out of the way before the meeting starts – or build in five minutes at the front of the agenda for things to go wrong. Yes, there’ll be travel and calendars to coordinate. Technology almost always causes at least a minor problem or delay. Natural dialogue is harder.

Contact Center 294

Contact Center Travel Culture Meeting 294

InMoment XI

JULY 13, 2023

The key is in adapting your perspective to see these adjustments as a fine tuning rather than a complete abandonment of the preexisting travel plan. Firms should harness the benefits of data and technology to improve their services and understand the outcomes they achieve for their customers.”

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

ShepHyken

JANUARY 28, 2025

How can technology help create a seamless customer experience within a loyalty program? Technology has transformed loyalty programs by creating a more seamless and personalized experience. ” “Technology now allows loyalty programs to create curated, seamless customer experiences within apps.

Loyalty Programs 85

Loyalty Programs Loyalty Customer Experience Rewards Programs 85

CSM Magazine

MARCH 11, 2025

With travelers demanding seamless journeys and memorable experiences, airports have risen to the challenge, setting new standards in customer satisfaction. The awards recognize airports worldwide for their commitment to exceptional passenger experiences, based entirely on real-time feedback from travelers. What are the ASQ Awards?

Customer Experience 52

Customer Experience Travel Customer Satisfaction Customer Centricity 52

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. Each traveler is different, with unique needs, preferences, and motivations for travel.

Hotels 195

Hotels Guest Experience Travel Social Media 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. From conducting thorough research to incorporating emerging technologies, companies must take a holistic approach to designing a successful experience.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

Customer Bliss

AUGUST 30, 2021

A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. Technology alone will not solve everything. The morning after she arrived, piles of visitors began pouring into her mothers’ home. They praised her for her ability to raise a daughter who would become CEO.

Case Study 310

Case Study Hotels Travel Company 310

TechSee

SEPTEMBER 22, 2020

Augmented Reality technology is already firmly entrenched in the field service industry and wider adoption is being driven by the need to overcome the operational challenges posed by the COVID-19 pandemic. The technology can recognize the equipment, and identify specific parts including wires, cables, pipes, fuses and bearings.

Self Service 207

Self Service Travel Knowledge Base Technology 207

ECXO

DECEMBER 25, 2024

The Changing Landscape of Customer Expectations Over the last decade, customer expectations have evolved dramatically, reshaped by advancements in technology, the proliferation of online shopping, and the increasing availability of personalized services.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

AWS Machine Learning

OCTOBER 17, 2023

It means putting aside technology and solutions, starting from the expected results of customers, confirming their value, and then deducing what needs to be done in reverse order before finally implementing a solution. Research Before discussing technology, research had to be conducted. This method is called working backwards at AWS.

Technology 124

Technology Video Effort Score Innovation 124

ShepHyken

JANUARY 21, 2025

A few years ago, I wrote about this and shared the example of Ciari, the manufacturer of guitars that fold in half and fit in a backpack for easy travel. The newest technology does away with the key, replacing it with a plastic card that looks like a credit card. I referred to it as the most convenient guitar on the planet.

Customer Experience 79

Customer Experience Travel Customer Service Training Customers 79

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 88

Technology Retail Training System 88

CSM Magazine

DECEMBER 20, 2024

The popularity of eSIM technology has grown rapidly, offering users convenience, flexibility, and seamless connectivity without the need for a physical SIM card. Whether you are a frequent traveler, a business professional, or a casual user, having access to reliable support can make or break your experience with an eSIM provider.

Travel 52

Travel Connections Conference Customers 52

Customer Bliss

JUNE 6, 2018

Focus on where it should be years from now and how technology can be combined to make this better. You have to win on service and experience, especially considering business travelers. Using the data gathered from the feedback, he had to ask – what should CX of the future look like for rental services?

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

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

AWS Machine Learning

FEBRUARY 28, 2025

As organizations adopt AI and machine learning (ML), theyre using these technologies to improve processes and enhance products. He specializes in containers, serverless technologies, and microservices, focusing on building scalable and efficient cloud solutions. Outside of work, Claudiu enjoys reading, traveling, and playing chess.

Video 100

Video Communication Resources Travel 100

Steve DiGioia

FEBRUARY 15, 2021

During his travels and when trying to locate people who can give him direction, he always seems to get talked into helping one group after another with their problems, whether it’s outlaws or a giant monster – even though it always puts his own life in danger. The Mandalorian is Always Willing to Help Others. Exclusivity.

Customer Service 348

Customer Service Hotels Customers Travel 348

InMoment XI

OCTOBER 19, 2021

We also ask questions we should know the answer to, like “did you travel with us in the last 30 days?” The Power and Limitations of Technology. We sometimes ask questions the customer may or may not know the answer to—for example, did we resolve your issue today?

Analytics 370

Analytics Data Customer Experience Social Media 370

TechSee

OCTOBER 5, 2021

While it’s true that global crises are generally impossible to predict, what has become crystal clear is the importance of having technologies in place that allow industries – especially those that provide critical field services — to adapt to changing conditions, and to return to normal quickly after the crisis hits.

How To 207

How To Transportation Customer Satisfaction Insurance 207

CX Accelerator

MAY 15, 2019

The Expo hall is crammed with state-of-the-art technologies and promises of automation, higher efficiency, lower costs. While it’s important to adapt to technological change, it’s important also to be able to look at your customer service function and seek to improve what’s there already. Kaye's LinkedIn Back To CX Accelerator Blog

Contact Center 51

Contact Center Customer Service Conference Exercises 51

AWS Machine Learning

NOVEMBER 21, 2024

By prioritizing ethics alongside technological advancement, we can create AI systems that not only meet business needs, but also contribute positively to society. Outside of work, she loves traveling, working out, and exploring new things. Yanyan graduated from Texas A&M University with a PhD in Electrical Engineering.

Guidelines 111

Guidelines e-support Call Center Culture 111

TechSee

OCTOBER 7, 2024

In our previous blog, we explored how visual service and AI technologies are redefining customer experience (CX) across various industries. Today, we delve deeper into the tangible benefits that these technologies bring, focusing on hard Return on Investment (ROI) and sustainability impact.

ROI 124

ROI First Call Resolution Travel Return on Investment 124

AWS Machine Learning

FEBRUARY 14, 2024

With the advent of generative AI solutions, organizations are finding different ways to apply these technologies to gain edge over their competitors. In the following example, we implement a use case from the travel and hospitality industry to implement a personalized travel itinerary planner for customers who have upcoming travel plans.

Chatbots 139

Chatbots Travel Hospitality Data 139

Blake Morgan

MARCH 4, 2025

SAP Concur, a leading B2B provider of expense and travel management solutions, faced growing support demands. Key Takeaways from the Episode 06:07 | Why B2B Customer Experience Requires More Than Just Technology Michelle explains why trust, relationships, and strategic AI implementation define modern B2B CX.

ROI 59

ROI Self Service B2B Travel 59

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. As technology helps eCommerce scale sales, it also provides solutions for personalized customer service as the customer base grows into thousands or even millions.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Win the Customer

DECEMBER 23, 2024

Example: A travel booking platform could use AI to analyze a customer’s past travel preferences, budget, and current interests to suggest personalized vacation packages, offer exclusive deals, and provide proactive support for common travel issues.

Customer Service 59

Customer Service Social Media e-support Travel 59

InMoment XI

FEBRUARY 15, 2022

Additionally, with grocery stores continuing to capitalize on self-checkout experiences and innovations like Amazon Go’s Just Walk Out technology , more customers are expecting the retail industry to follow suit. Simply removing checkout lines can save retail stores over $37.7

Retail 195

Retail Consumers Social Media eBook 195

AWS Machine Learning

JUNE 7, 2023

United Arab Emirate’s (UAE) Technology Innovation Institute (TII) , the applied research pillar of Abu Dhabi’s Advanced Technology Research Council , has launched Falcon LLM, a foundational large language model (LLM) with 40 billion parameters. TII is a leading global research center dedicated to pushing the frontiers of knowledge.

Training 101

Training Innovation Technology Multi-Channel 101

Think Customers

OCTOBER 30, 2024

The report’s respondents represent an array of business sectors, from banking and financial services to technology, transportation, insurance, hospitality, travel, entertainment, retail, and the public sector. Resistance to new technology, processes, and roles is to be expected. Implementations can fail.

Contact Center 52

Contact Center Analytics Report Data 52

DCX

JANUARY 19, 2025

From Delta’s seamless travel concierge to Dutch Bros’ culture of care, these stories remind us that great CX doesn’t just happen—it’s designed. Unlocking accessibility at scale: Speechmatics' technology isn't just a win for convenience—it’s a win for inclusivity.

Travel 52

Travel Customer Centricity Culture Brands 52

AWS Machine Learning

MARCH 18, 2025

He cares about making the world a better place through technology and loves being part of this journey. In his spare time, Shyam likes to run long distances, travel around the world, and experience new cultures with family and friends. About the Authors Shyam Srinivasan is on the Amazon Bedrock Guardrails product team.

Policies 85

Policies Interaction Government Resources 85

GetFeedback

JULY 19, 2019

With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey. The airline tracked this back to a lack of amenities for early morning travelers. We can also agree that customer experience is more important than ever.

ROI 309

ROI How To Touchpoint Hotels 309