Resource Library

Industry disruptors are often seen as challengers to traditional organizations, but what can you learn from them to optimize your own CX strategy? Airbnb has been cited by industry leaders as a disruptor within travel and hospitality. Not only that, but their differentiated approach to customer experience impacts other verticals...

The editorial team at the CX Exchange for Travel & Hospitality sat down with leaders from Accor, Three Ireland, smith+co, Saga Cruises and Jericho, to talk about CX challenges within the Travel & Hospitality space and how to best overcome them. These interviews have been collated into one insightful eBook,...

Over the last 6 months, senior executives from across the travel and hospitality industry have had their say regarding the challenges that they are facing on the road to customer excellence, and their thoughts have been compiled into this long awaited report! Download your free copy to discover exclusive interviews...

Customer Experiences still vary greatly, both between and within businesses. Customers are still treated in a transactional way, instead of a process that actually has a lot more emotional complexity to it. Loyal customers are the key to success, and organisations are understanding more and more that the way to...

Our latest market report delves into the biggest trends, challenges and disruptors in the travel and hospitality industry with case studies and expert advice to help you optimise your own CX strategy The travel and hospitality industry has seen a massive change in recent years. It’s moved from being dominated...

We surveyed our network of CX leaders within banking, financial services and insurance to discover where they’re investing their budgets over the next 6-12 months. Not only did they outline their immediate investment needs but also outlined their investment interests in areas they are wanting to learn more about for...

The customer does not care about ancillary revenue or operational processes. Regardless of what works for your business, if your day-to-day interactions with the customer do not place the customer at the forefront of your business culture, you risk losing their trust and business. And with the rise of OTAs,...

An exclusive interview from the 2019 Customer Experience Exchange for Travel & Hospitality with the Head of Digital and CX at Travel Counsellors.

An exclusive interview from the 2019 Customer Experience Exchange for Travel & Hospitality with Hilton's SVP & Global Commercial Director.

An exclusive interview from the 2019 Customer Experience Exchange for Travel & Hospitality with the Digital Lead at Genesys.

An exclusive interview from the 2019 Customer Experience Exchange for Travel & Hospitality with Dublin Airport's Head of Insight & Planning.

An exclusive interview from the 2019 Customer Experience Exchange for Travel & Hospitality with Amsterdam Airport Schiphol's Head of Aviation Marketing, Cargo and Customer Experience.

An exclusive panel session from the 2019 Customer Experience Exchange for Travel & Hospitality - Are Robots Taking Over?

An exclusive presentation from the 2019 Customer Experience Exchange for Travel & Hospitality delivered by Founder & CEO of Meetings.com.

An exclusive presentation from the 2019 Customer Experience Exchange for Travel & Hospitality delivered by KLM's EVP of Customer Experience.

An exclusive presentation from the 2019 Customer Experience Exchange for Travel & Hospitality delivered by Unbabel's Vice President of Marketing.

An exclusive presentation from the 2019 Customer Experience Exchange for Travel & Hospitality delivered by the CX Rockstar, James Dodkins.

An exclusive presentation from the 2019 Customer Experience Exchange for Travel & Hospitality delivered by Influencer and Former Communications Director at TUI Nordic.

An exclusive presentation from the 2019 Customer Experience Exchange for Travel & Hospitality delivered by TUI's General Manager of Customer Experience.

An exclusive panel session from the 2019 Customer Experience Exchange for Travel & Hospitality - Removing Silos.

An exclusive presentation from the 2019 Customer Experience Exchange for Travel & Hospitality delivered by the Digital Lead at Genesys.

An exclusive presentation from the 2019 Customer Experience Exchange for Travel & Hospitality delivered by Amsterdam Airport Schiphol & Heathrow Airport.