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Customer Experience Exchange for Travel and Hospitality Post Event Report 2019

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 presentations, panels, discussions and interviews that took place on site. You'll be able to read up on everything that happened over the exhilarating Exchange, We hope you enjoy it!

Customer Crisis: COVID-19

Customer Crisis: COVID-19

During this incredibly sensitive time, brands must be mindful of the decisions they make as the impact on customer loyalty and employee experience may last long after this health epidemic blows over. Read our article exploring COVID-19: Customer care and employee experience in times of widespread social stress for more details on how many businesses are starting to contemplate how this outbreak could shift customer needs and employee expectations.

What is the Digital Workplace?

What is the Digital Workplace?

The digital workplace has advanced significantly throughout the past decade and as we move into a new era of remote working, why not learn more about the subject? This detailed infographic gives you a snapshot of key statistics and trends, including: what we know, today's challenges, managing email, duplicating work, searching for information and more.

Evolution of the Digital Workplace: A Journey Through the 2010s & Predictions for the 2020s

Evolution of the Digital Workplace: A Journey Through the 2010s & Predictions for the 2020s

We interviewed a number of industry thought leaders responsible for their company’s digital workplace strategy and asked them to walk us through their digital workplace journey through the past decade and to outline their predictions for the new decade. They each provided a brief overview of how the digital workplace has, and continues to evolve before moving on to the three elements that make up the digital workplace landscape: Technology, Processes and People.

Employee Experience: Today & Beyond

Employee Experience: Today & Beyond

We had the chance to hear from Brett Caldon, CEO of Workgrid Software, and gain expert insights into how IT plays a significant role in employee experience and the future of the digital workplace. Brett is Head of Business Operations for Workgrid Software, a tech start-up and wholly owned subsidiary of Liberty Mutual Insurance. In an era of disruption and evolving customer and employee expectations, he is responsible for solving for emerging business needs by delivering innovative technology and software products to support the enterprise.

How Companies Can Leverage Mobility as a Catalyst for Digital Transformation

How Companies Can Leverage Mobility as a Catalyst for Digital Transformation

We had the pleasure of sitting down with Gina Gallo, CEO of Stratix, to discuss her expert insights into how mobility helps drive the digital transformation change and help connect the employee experience to that of the customers.

60 Seconds with Automation Leaders

60 Seconds with Automation Leaders

We interviewed four leaders from the automation space to divulge their insights into their company’s automation strategy, automation journey, the impact this has on their business, the role their solution providers play in their automation, and much more.

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

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 too. What makes this relatively new business stand out so much in the market? And how can customer experience leaders learn from that model to adapt their own?

CX Travel & Hospitality Exchange - A View From The Top

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, download your complimentary copy here.

Travel & Hospitality Report: Connecting The Customer Experience Dots

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 with senior level executives from KLM, Virgin Atlantic Airways, British Airways, Carlson Rezidor and more as they describe how they’ve addressed the biggest CX challenges. 
The Power Of Emotional Engagement

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 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!

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

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 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? 

Download this market report for:

  • A guide to customer experience in travel and hospitality
  • Roadblocks on the journey to CX success
  • Case study: Thomas Cook’s 24-hour promise
  • Tackling the United Airlines CX nightmare
  • Case study: How LAWA aligns brands to create an LAXceptional experience
  • Benchmarking disruptors: Challengers or partners?
  • Case study: How srprs.me disrupts the industry with personalisation
  • Touring a top trend: Biometrics pros and cons
  • Real-time inspiration: Shining CX stars to learn from

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.

CX Travel & Hospitality Exchange - Investment Priorities 2019

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 future projects. This is a must read!

Travel and Hospitality Report: Connecting the Customer Journey

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, 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?