Expedia’s Top 2022 Travel Tech Trends Have a Heavy CX Focus
By Sherril Hanson January 25, 2022
January means an influx of trend articles and forecasts for the travel industry. Expedia Group recently published an interesting list of travel tech trends that its internal technology leaders identified for the coming year. What is striking, but...
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CX in Gaming: Personalization and Customer Relationship Management
- By Sherril Hanson January 13, 2022
The COVID-19 pandemic caused the suspension of many in-person sporting events, as well as the temporary shutdown of casinos and other gambling outlets. This spurred a large shift to online gaming. The global online gaming (sports betting/gambling)...
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Contactless Technology Adoption Shows No Sign of Slowing in Travel & Hospitality
- By Sherril Hanson January 4, 2022
As the travel & hospitality market limps into the new year, battered by the end-of-year surge in labor shortages due to the Omicron variant of COVID-19, it is clear that contactless technologies will continue to be widely adopted as the...
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Training, Safety, Communication, and Flexibility Are Major EX Issues Facing the Travel & Hospitality Industry
- By Sherril Hanson December 6, 2021
The current environment for employees in the travel & hospitality industry is extremely difficult and will not improve anytime soon, given the uncertainty of the COVID-19 pandemic. Travelers are facing an ever-changing set of rules,...
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Customer Relationship Management in Travel & Hospitality
- By Sherril Hanson November 19, 2021
Customer relationship management (CRM) is one of the key functional areas in the CX landscape. The use of CRM systems offers benefits in any industry, enabling the tracking of customer interactions and information, eliminating manual activities,...
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Passenger Tracking Systems: A Behind the Scenes CX Technology
- By Sherril Hanson November 17, 2021
As the travel industry sputters toward recovery, those in the industry are turning an eye toward technologies that ease painful operational issues, and that provide a positive experience and impression for customers. The patterns of moving through...
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Staffing Issues Continue in Travel and Hospitality
- By Sherril Hanson November 10, 2021
According to the World Travel and Tourism Council (WTTC), at the height of the COVID-19 pandemic in the spring of 2020, an astonishing 1 million travel and tourism jobs were being lost every day around the world. The slowdown in the industry, in...
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Customer Data and Analytics: Redpoint Global and the Golden Record
- By Sherril Hanson November 4, 2021
The use of clean, relevant, and accurate data is critical to all aspects of providing a great customer experience. In the travel and hospitality sector, as in others, this data can be used to provide a more personalized engagement with a...
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Travel & Hospitality Sector Turns to Self-Service
- By Sherril Hanson October 27, 2021
One of the sectors most affected by the COVID-19 pandemic has certainly been the travel & hospitality industry. Particular pain points include how to handle large spikes in the volume of support requests during staffing shortages and how to...
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Alexa Smart Properties for Hospitality Launches in the UK
- By Sherril Hanson October 20, 2021
Amazon has announced the launch of Alexa Smart Properties for Hospitality in the UK. This offering is already available in the US and has targeted France as an upcoming market. Alexa Smart Properties for Hospitality helps improve CX in hotels by...
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Customer Feedback in Travel and Hospitality: Inputs from Everywhere and Anywhere
- By Sherril Hanson October 13, 2021
A customer journey during travel can be a complicated, disparate, and non-linear meandering process through digital, voice, and in-person touchpoints. The “how did we do?” written card at the end of a hotel stay is all but ancient history,...
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Contactless Trends in Hospitality that Improve CX and Calm COVID-19-Weary Nerves
- By Sherril Hanson September 27, 2021
The hospitality industry was already working to implement more contactless technologies pre-COVID-19, but the pandemic accelerated many rollouts and pushed trials to implementations. Hotels are experimenting with limited front desk staff, virtual...
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