How to prevent ‘speed dating’ syndrome in procurement
For services that are key to your brand image and vital to your organization’s success, procurement professionals have an opportunity to provide real-time, game-changing value to their stakeholders.
Are seasonal peaks still souring your festive season? More tips to consider for 2019
If you’re looking to preserve customer loyalty, here are some key approaches to tap into as part of your overall strategy for peak period call management next year.
Harnessing the power of bots in hospitality
The applications for chatbots in the hospitality industry will only continue to grow, however incorporating bots into your customer service mix doesn’t come without its challenges.
Ramp up your holiday season CX – for half the price
Unhappy customers, lost revenue, stress levels through the roof. Sound familiar? Just think of the possibilities if you could spend HALF that amount, but still provide customers with faster, smarter service.
How to understand and leverage your digital opportunities
I’ve always said change is good. It can be stressful when it’s nipping at your heels - but when technological evolution and innovative ideas collide, your path can lead toward transformations in customer experience (CX) and expectations.
Are loyalty programs a waste of time - and money?
There’s a great deal of focus on loyalty programs in the hospitality industry today – and no wonder. Hotels face increasingly intense industry competition, and with the need to combat the growing impact of online travel agent (OTA) bookings, hoteliers are focused on ensuring that it’s their properties, their services, that are forefront in customers’ minds.
Why you can’t afford to ignore this customer-value rule
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. Here’s the sobering reality every travel & hospitality company should pay attention to.
Beyond the call center – the value your partners should deliver
AHT, NPS, CSAT - the metrics that drive customer experience operations are well-known. But it’s the thinking and the intent that goes beyond the purely operational considerations that, in our experience, delivers transformational value for our client-partners.
Here are three key things you should be demanding of your next customer experience (CX) partner.
80% of Americans believe this is what makes a great CX
How to harness the power of Millennials for better CX
By 2025, millennials will comprise 75% of the global workforce. Here's how to leverage their unique characteristics for increased sales and customer satisfaction.
Three customer-care conversations you need to have in 2019
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 to give your customers what they need, when they need it.
Why diversity isn’t just another box to tick – let’s talk ROI
Diversity is a hot topic in boardrooms today. Companies with above-average diversity experience see 19% points higher innovation revenues and 9% points higher earnings before interest (EBIT) margins.
How to get past the CX innovation puzzle
The drive towards innovation can result in a prickly situation for many customer experience (CX) leaders. The clients I’m talking to are increasingly giving voice to this consistent problem.
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.
Three hospitality trends to inform your 2019
Will coopetition be your next big CX move?
Many organizations are partnering to leverage big tech’s digital expertise. Others are playing the waiting game, to avoid collaborating with what might become their most deadly competitor. Where do you stand?
Do your partners ‘get’ innovation? Ask these four questions
While innovation from within is crucial, I’d go even further to say you need to be pioneering innovation across your entire value chain. Here’s what you need to be demanding of your partners in 2019.
How to beat 50% of your competitors in the customer loyalty arena
To bot or not to bot – the promise and pitfalls
Chatbots are a consistently hot topic in customer (CX) – and rightly so. According to Gartner, by 2020, daily interactions with chatbots will be normal, and 30% of internet browsing will be done through a bot, rather than a screen.