21st - 22nd September 2020 | London

Resource Library

Welcome to the Customer Experience Exchange for Travel & Hospitality Resource Library. Here you will find free industry leading content available to download as well as exclusive pieces from past Exchanges.


Featured Download

Customer Experience Exchange for Travel and Hospitality Post Event Report 2019

Over two action-packed days filled with insights, discussions and valuable networking; we brought together the most senior CX executives and alongside a select group of hand-picked solution providers at the stunning Hurlingham Club in London. Download the Post Event Report to access the pr ...

Additional Content Download

Case Study: How Airbnb’s Customer Experience Disrupts Travel & Hospitality

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...

CX Travel & Hospitality Exchange - A View From The Top

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,...

Travel & Hospitality Report: Connecting The Customer Experience Dots

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...

The Power Of Emotional Engagement

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...

Market Report: How Travel & Hospitality Companies Can Achieve Business Success Through CX

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...

CX Travel & Hospitality Exchange - Investment Priorities 2019

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...

Travel and Hospitality Report: Connecting the Customer Journey

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,...

Interviews with Industry Leaders

CX Exchange Travel & Hospitality 2019 | Interview | Travel Counsellors

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

CX Exchange Travel & Hospitality 2019 | Interview | Hilton

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

CX Exchange Travel & Hospitality 2019 | Interview | Genesys

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

CX Exchange Travel & Hospitality 2019 | Interview | Dublin Airport

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

CX Exchange Travel & Hospitality 2019 | Interview | Amsterdam Airport

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.

Highlights From The Exchange

CX Exchange Travel & Hospitality 2019 | Panel Session | Are Robots Taking Over?

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

CX Exchange Travel & Hospitality 2019 | Presentation | Founder & CEO, Meetings.com

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

CX Exchange Travel & Hospitality 2019 | Presentation | EVP Customer Experience, KLM

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

CX Exchange Travel & Hospitality 2019 | Presentation | VP of Marketing, Unbabel

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

CX Exchange Travel & Hospitality 2019 | Presentation | CX Rockstar

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

CX Exchange Travel & Hospitality 2019 | Presentation | Influencer & Former Comms Director, TUI Nordic

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

CX Exchange Travel & Hospitality 2019 | Presentation | GM Customer Experience, TUI

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

CX Exchange Travel & Hospitality 2019 | Panel Session | Removing Silos

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

CX Exchange Travel & Hospitality 2019 | Presentation | Digital Lead, Genesys

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

CX Exchange Travel & Hospitality 2019 | Presentation | Amsterdam Airport Schiphol & Heathrow Airport

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