Articles tagged “customer experience”

Higher customer service expectations in the airline industry mandates a new approach to using innovative technology. This means not only deploying solutions to improve direct-to-customer experiences but also empowering employees to provide exceptional service at every touchpoint.

Medallia has pleased investors so far with the sales of its enterprise software for tracking customer feedback. But burnout on surveys is an industrywide problem, especially in travel. It remains an open question whether Medallia and its rival tech vendors can overcome the issue.

Digitizing, streamlining, and simplifying how employees communicate and collaborate is essential to truly empowering firstline workers to deliver results. Providing them with the right tools is key.

Expedia wants to help put customers in touch with hotels to sort out travel complications. That seems like it would be a complicated dance because Expedia doesn't readily share much customer information with hotels, a longtime grievance in the lodging industry.

A property’s frontline staff is typically the heart of any hotel operation. Investing in these employees, both professionally and personally, can lead to major enhancements in company culture and revenue.

Hotel chains are always in search of the next big thing in innovation or loyalty that will give them an edge over the competition. But in discussions with industry professionals at the NYU Hospitality Conference this week, it seems most would be willing to settle for reliable Wi-Fi and USB ports in rooms. Maybe simple is better?

Machine learning is revolutionizing the travel industry, where it has the potential to transform company activity related to marketing, customer service, e-commerce, and much more. In our recent webinar, we discuss how industry executives can make use of this powerful new tool.

This could go one of two ways. Passengers could revolt, taking to social media to complain about Delta's decision to reduce recline on 62 airplanes. Or customers could be pleasantly surprised at how much space they'll have under Delta's new test configuration.

Customer-experience software companies Medallia, which is planning to go public this year, and Qualtrics, which SAP has just acquired for $8 billion, are receiving cash injections that should rev up their services. That's significant news for travel businesses that depend heavily on positive customer sentiment but increasingly face customer survey fatigue.

This week in aviation, an All Nippon Airways deal could help the Philippine tourism industry, airlines target millennials with premium economy seats, and American Airlines struggles to deal with tumbling customer satisfaction.