CX best practice in travel and hospitality



CX Network
05/15/2020

Image of guide on hospitality and tourism

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Hospitality and tourism

2020 will forever be remembered for a global event that completely disrupted our way of life. Few industries have been more impacted by the Covid-19 pandemic than that of travel and hospitality. 

Travel bans and cancelled services forced masses to surge toward available customer contact channels to cancel prized trips or book emergency transport home to avoid being stranded. Call centers have been overwhelmed with enquiries and at times bent into providing frustrating, indifferent experiences to panicked customers, with customers suffering eye watering hold times only to be cut off by the provider without explanation. This global pandemic has forced brands to deploy strategies that provide the capacity to support customers at this stressful time. 

The field is going to become a much more dynamic and unpredictable one. Many businesses will fail, but others will rise from the ashes and thrive. One of the main differentiators between these two fates, we argue, will be customer experience.

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As a member of CX Network your input is essential to us delivering the world’s best customer experience content.
 
To help us improve our offering and streamline your experience we would like to learn more about your interests and priorities. 

In an effort to inspire and motivate the industry in its recovery, CX Network looks at the factors that have led to CX greatness in hospitality and tourism amid trying circumstances. 

Download this guide to access practical insight on:

  • Being agile in a crisis: How leaders in hospitality and tourism have adapted to provide great customer care in times of crisis
  • Tips for preserving customer experiences without risking financial stability in times of crisis
  • Case study: How one one online booking provider lowered its overheads while improving customer care at scale
  • Best-in-class loyalty programs
  • Methods to ensure technology acts as genuine experience differentiator rather than a gimmick
  • Harnessing the power of immersion to delight customers in hospitality and tourism 

We respect your privacy, by clicking "Download Your Copy" you will receive our e-newsletter, including information on Podcasts, Webinars, event discounts, online learning opportunities and agree to our User Agreement. You have the right to object . In addition, you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. For further information on how we process and monitor your personal data click here. You can unsubscribe at any time.

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