ECXO

APRIL 18, 2024

People, travel, music lover, and rugby-addicted because life is oval. Founder of CustomerServiceCulture.com, a content hub with over 300 blogs and podcasts, and author of the book ‘The Power of Digital Conversations’ Paolo is also an international speaker. Hosted by: Sylvia Lohr , Principal Product Marketing Manager at Microsoft.

Insurance 334

Insurance Consulting Travel B2B 334

InMoment XI

DECEMBER 3, 2021

Whether it’s how quickly news travels via social media or how to have conversations with marginalised communities, the sheer myriad of variables for brands to consider can seem overwhelming.

Brands 370

Brands Social Media Travel Groups 370

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

BlueOcean

JULY 20, 2023

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. When you’re already in a crunch to get through the RFP process and make a final decision, scheduling a Zoom call is exponentially faster than arranging travel and meetings.

Contact Center 294

Contact Center Travel Culture Meeting 294

Steve DiGioia

MAY 23, 2022

Many travelers love to find those “non-touristy” attractions and will appreciate your efforts. If your business caters to tourists, feature foods or products from your fellow local businesses. Or you can promote those small but excellent businesses that may be off the usual tourist routes.

Fashion 361

Fashion Sports Hospitality Hotels 361

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. There was also emphasis on fostering a culture of ongoing learning and improvement.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

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

GetFeedback

NOVEMBER 25, 2019

Internet Travel Services: 78%. Internet Investment Services: 79%. Internet News and Opinion: 75%. Internet Retail: 80%. Internet Search Engines and Information: 79%. Internet Service Providers: 62%. Internet Social Media: 72%. Investor-Owned Energy Utilities: 73%. Life Insurance: 80%. Limited-Service Restaurants: 80%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

InMoment XI

NOVEMBER 23, 2022

For example, if you were to interview 50 travelers about their air-travel experience, then your sample size would be 50. Sample size is a term used in research and statistics that defines the total number of subjects, samples, or observations included in a survey or experiment. .

Travel 195

Travel Study Airlines Survey 195

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 140

Chatbots Travel Hospitality Data 140

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. The morning after she arrived, piles of visitors began pouring into her mothers’ home. They walked past Nooyi and straight to her mom where they congratulated her on her daughter’s accomplishment.

Case Study 310

Case Study Hotels Travel Company 310

GetFeedback

FEBRUARY 15, 2019

With the prevalence of social media, customer reviews travel quick and have a broader audience. This asks whether customers would recommend this company to others and can be a clear indication of the success of the customer experience strategy.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

GetFeedback

JUNE 12, 2019

To understand why there’s confusion between the term CX and UX we have to hop on our time machine and travel back to the late 1990s when the term was first used. Unlike customer experience, which focuses on the customer’s entire experience (duh), user experience centers solely on the satisfaction with the product or service.

User Experience 329

User Experience Customer Experience Customers Interaction 329

Kerry Bodine

MARCH 18, 2020

Last week, along with millions of other travelers, I had to cancel three weeks’ worth of business flights in the span of two hours. But a handful of companies have taken the lead over the past few days — and can offer valuable lessons on how to rethink your customer experience in the time of the coronavirus.

Customer Experience 292

Customer Experience Airlines Insurance Travel 292

TechSee

AUGUST 17, 2023

This minimizes the need for unnecessary travel and allows for preliminary assessments before deciding if an on-site visit is required. This assists technicians in identifying components, understanding complex systems, and following procedures more accurately.

Video 205

Video Knowledge Base Travel Tips 205

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Employees wrote and tied hand-written thank you notes to baggage that travelers collected after their flight. While it’s great to send personal notes, of course, it’s possible to get creative. I love this example from Southwest Airlines. Simple, but a really nice way to connect with customers in an unexpected way.

How To 372

How To Airlines Social Media Tips 372

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.

Customer Service 348

Customer Service Hotels Customers Travel 348

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. It has been an amazing, if not exhausting, journey.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

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?” We sometimes ask questions the customer may or may not know the answer to—for example, did we resolve your issue today? The customer is likely thinking “hmm, well I hope so, the agent promised me to fix it.”

Analytics 370

Analytics Data Customer Experience Social Media 370

AWS Machine Learning

NOVEMBER 14, 2024

Have you ever stumbled upon a breathtaking travel photo and instantly wondered where it was and how to get there? billion international arrivals in 2023, international travel is poised to exceed pre-pandemic levels and break tourism records in the coming years. It’s like having your own personal travel agent whenever you need it.

Travel 118

Travel Hotels Tools Innovation 118

Experience Investigators by 360Connext

APRIL 27, 2021

Travel your customer journey , and look for quick fixes. These foundational steps will help with the big picture, but you still have the power to improve customer experience incrementally. Aim for quick wins to gain trust and buy-in from leadership throughout your organization. Step 2: Improve. Be your own customer. A broken link, perhaps?

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

Lumoa

OCTOBER 26, 2022

There are nonetheless also many options for those who are still not ready to travel and meet people, as organizers have become better and better at offering an experience that is comparable to face-to-face interactions.

Conference 221

Conference Customer Experience Contact Center Financial 221

AWS Machine Learning

NOVEMBER 1, 2024

Decentralized clinical trials reduce the need to travel to study sites by lowering the financial burden on all parties involved, thereby accelerating patient recruitment and reducing dropout rates. The main sources of these are usually associated with the intensive energy use associated with research premises and air travel.

Travel 119

Travel Study Metrics Data 119

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

AWS Machine Learning

JANUARY 22, 2024

As travel resumes post-pandemic, verifying a traveler’s vaccination status may be required in many cases. Hotels and travel agencies often need to review vaccination cards to gather important details like whether the traveler is fully vaccinated, vaccine dates, and the traveler’s name.

Travel 131

Travel Resources Sports Hotels 131

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. Today even as people are returning to stores, the share of purchasing due to eCommerce continues to increase steadily.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

ECXO

JUNE 11, 2023

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. This has again resulted in improved customer satisfaction and increased loyalty.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

AWS Machine Learning

SEPTEMBER 12, 2024

The following is an example instruct prompt with a system message: system You are a helpful AI assistant for travel tips and recommendations user What can you help me with? You are a helpful AI assistant for travel tips and recommendations – Includes the system message. Specifies the end of the input message. assistant Bonjour!

Travel 130

Travel Policies System Examples 130

InMoment XI

FEBRUARY 15, 2022

Of course, customers would rather not wait to change in a stall or travel all the way to a store, but the real kicker is that virtual try-on actually minimizes a lot of risk for them. And, with the many social media filters that younger customers use daily, it’s no wonder that virtual try-on capability has emerged as a top expectation.

Retail 195

Retail Consumers Social Media eBook 195

GetFeedback

JULY 19, 2019

The airline tracked this back to a lack of amenities for early morning travelers. JetBlue answered and created a pricing structure its passengers to sync with their preferences, not the industry status quo. Passenger feedback from a Philadelphia-based airport alerted JetBlue to dissatisfaction. JetBlue has a massive, mature VoC program.

ROI 309

ROI How To Touchpoint Hotels 309

TechSee

OCTOBER 5, 2021

In addition to parts and labour, there are indirect costs such as administration, unbillable travel time, vehicle fuel, maintenance, insurance, and depreciation. Truck dispatch costs continue to represent a significant burden on enterprises.

How To 207

How To Transportation Customer Satisfaction Insurance 207

AWS Machine Learning

NOVEMBER 26, 2024

Imagine a concierge AI assistant powered by an LLM, specifically designed for a travel company. It excels at providing personalized responses drawn from a pool of past interactions, making sure that each reply is relevant and tailored to travelers’ needs. To better understand these concepts, let’s examine a couple of examples.

Healthcare 131

Healthcare Financial Travel Chatbots 131

InMoment XI

JULY 26, 2024

Travel : Recognizing the key moments within a customer’s experience, ensuring expectations are met, and encouraging others to book. Healthcare : Managing patient reviews and feedback to ensure a positive patient experience. Retail : Overseeing customer reviews on e-commerce platforms to enhance brand image and drive sales.

Brands 195

Brands Management Social Media Competitive Advantage 195

AWS Machine Learning

DECEMBER 1, 2023

In his spare time, he loves traveling and writing. In her spare time, she enjoys traveling and hiking. He focuses on helping customers build and optimize their AI/ML solutions on Amazon SageMaker. Lauren Mullennex is a Senior AI/ML Specialist Solutions Architect at AWS. She has a decade of experience in DevOps, infrastructure, and ML.

Travel 129

Travel Training Resources Tools 129

ShepHyken

AUGUST 11, 2024

My Comment: A few weeks ago, a software upgrade from CrowdStrike didn’t go well and impacted the customer experience in many industries, especially the travel industry. In short, the computer systems from United, American, Delta, and other major airlines went down, stranding and/or delaying travelers for days.

Self Service 91

Self Service Customer Service Loyalty Programs Travel 91

AWS Machine Learning

MARCH 4, 2024

Here are a few ways customers have been using Anthropic’s Claude models on Amazon Bedrock: “We are developing a generative AI solution on AWS to help customers plan epic trips and create life-changing experiences with personalized travel itineraries.

Innovation 145

Innovation Travel Financial Exercises 145

AWS Machine Learning

MAY 2, 2024

In her spare time, she enjoys traveling and exploring local food. In his spare time, he enjoys hiking, traveling and reading. For more information about Amazon Personalize, see the Amazon Personalize Developer Guide. Daniel Foley is a Senior Product Manager for Amazon Personalize.

Training 126

Training Travel Groups Sports 126