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 build loyalty is to generate an emotional and personalised experience for their customer base to ensure they truly feel valued. This can be tough, and with board buy-in tougher than ever before, it can be hard to justify spend and time on such initiatives. However, crack it now and you’ll have a competitive edge that will propel your business to success. A must read!
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 by traditional travel agents booking every aspect of a holiday for their customers, on to a wealth of choice online for consumers to tailor-make their own trip by using platforms that provide a quick overview of, for example, all accommodation options in their selected destination.
With an increasingly overwhelming choice available for consumers on these platforms, elements such as personalisation and emotional engagement have become more important than ever before. What are the biggest challenges on the journey to CX success? And how can travel and hospitality organisations stay ahead of the curve?
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With expert advice and insights from CX leaders from the likes of KLM, Disney, Los Angeles World Airports, Amtrak, Thomas Cook and many more, CX Network’s latest market report ensures you keep your finger on the pulse of customer experience in travel and hospitality.
Download the 2023 agenda for the CX Travel & Hospitality Exchange and discover exactly how this exclusive meeting of senior executives can benefit you and help to find resolutions to all your CX challenges.
TTEC (NASDAQ: TTEC) is a leading global customer experience technology and services provider focused exclusively on the design, implementation and delivery of transformative solutions for many of the world's most iconic and disruptive brands. The Company delivers outcome-based customer engagement solutions through TTEC Digital, its digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, its delivery centre of excellence, that operates customer acquisition, care, growth and digital trust and safety services.
Customer experience is a critical component of any travel and hospitality business but getting it right is harder than it looks. In this interview with Govert Klassen from PA Consulting, we get into the nitty gritty of what good customer experience looks like and how travel and hospitality brands can build a comprehensive strategy.
Covering everything from Customer 4.0 and personalisation to AI, chatbots and blockchain, you won't want to miss this free and in-depth conversation ahead of the Customer Experience Exchange for Travel and Hospitality which is taking place next week.
With travel now back on the cards after a two-year hiatus, many are adding sustainability to their list of priorities when planning a holiday. The pandemic provided some time to reflect on how we are all treating our planet, and being eco-conscious is now more important than ever; this list will show some insights into some of the leading eco-conscious travel companies and what they are doing to drive change in travel habits.
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, social media and rising weight placed on reviews and word of mouth, losing one customer can quickly become 100. When customers expect more and more from every interaction and benchmark your strategy against their best experiences across any industry, where do CX leaders begin to take control by connecting the whole customer journey?
Turbulence and travel are two words that have become ironically intertwined over the last 2 years, making customer service exceptionally difficult in a time where consumers are progressively evolving their expectations. This infographic will show the top challenges faced by CX Leaders attending CX Travel and Hospitality Exchange 2022 and what they are looking to improve over the next year.