4 Apr 2019

Four things that you need to succeed in China

Doing business in a new country is rarely a straightforward proposition. But consider, for example, the difficulties that two of the world’s largest companies – Apple and Amazon – have experienced in their forays into China. While Apple’s recent woes in China appear to be largely due to an inflexible product strategy, one of Amazon’s…

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2 Feb 2019

Five things you need to know about the future of customer data privacy

The longstanding tug-of-war over customer data recently hit a tipping point – leaving far too many organizations flat on their heels. We first saw this shift in mid-2018, when the EU General Data Protection Regulation (GDPR) officially came into effect, including provisions that provide EU citizens with control over how companies can use their personal…

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12 Dec 2018

Three customer-care conversations you need to have in 2019

In the era of customer obsession, the experience we deliver customers is the new battlefield on which organizations are competing. Once the “uncool kid” of the party, the contact center has found new fame in heralding the customer journey – and customer service experts have become pivotal to the experience, employing new tools and technology…

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12 Dec 2018

Harnessing the power of bots in hospitality

The applications for chatbots in the hospitality industry will only continue to grow – as demonstrated in examples ranging from Marriott’s Slack integration for business travelers to the Henn na Hotel’s robo-dinos. There’s a reason Gartner made this prediction: “By 2020, the average person will have more conversations with bots than with their spouse.” Chatbots…

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12 Dec 2018

What your customers want from loyalty programs

When was the last time you heard someone gushing about a loyalty program – outside of an annual report or an investors’ conference? Customers today are more demanding than ever before as loyalty programs become part of the nondifferentiated status quo. Flo Lugi, non-executive chairman of the Global Hotel Alliance, sums it up here: “Most consumers…

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11 Nov 2018

How to understand and leverage your digital opportunities

I came across this analyst perspective on Toyota’s $1 billion investment in Singapore-based Grab Taxi Holdings: “Ridesharing is coming. For car companies, this is a painful reality. But it can be a business opportunity if they understand it correctly.” Toyota is, of course, an automobile manufacturer driven by technology. Grab, while known for its ride-hailing,…

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11 Nov 2018

Four key air travel innovations you’ll want to watch

More than ever, changes in the airline industry are impacting tourism as a whole, as travel becomes a more accessible experience globally. These customer experience (CX) innovations are worth a watch to keep your finger on the pulse of what’s happening with air travel. Augmented reality Air New Zealand has been working on augmented reality…

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11 Nov 2018

Will coopetition be your next big CX move?

We’d all like to know what tomorrow’s customer experience (CX) might look like. Consider this ever-relevant quote by Bill Gates: “We always overestimate the change that will occur in the next two years, and underestimate the change that will occur in the next ten. Don’t let yourself be lulled into inaction.” As the world watches…

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11 Nov 2018

Three hospitality trends to inform your 2019

Hotels have been on a record-breaking spree – with the industry valued at almost $1.6 trillion in 2017, and Deloitte projecting 5-6 percent growth throughout 2018. There’s an age-old saying that a rising tide lifts all ships – but what happens when the tide falls? Now is not the time to sit back and enjoy…

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10 Oct 2018

Customer loyalty: Let’s have a data-driven conversation

The drive to become data-driven pervades so many conversations we have with travel and hospitality clients today. Marriott International is a great example – here’s what their head of Global Digital & Sales had to say about leveraging data to earn customer loyalty:  “Marriott’s vision is to be the world’s favorite travel company. The best way to reach that goal is to employ a best-in-breed,…

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