Delta Launches, Then Pauses, Employee Recognition Program After Backlash
By Keith Kirkpatrick June 1, 2023
The News: On May 27, news emerged about Delta Air Lines’ plan to share the first names of flight attendants with passengers in emails that will be sent to customers a day before their flight, as part of a new employee recognition tool. The tool,...
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Frontier Places Last in J.D. Power 2023 North America Airline Satisfaction Survey
- By Keith Kirkpatrick May 31, 2023
The News: Frontier Airlines received a last-placing ranking in the J.D. Power 2023 North America Airline Satisfaction Survey, which saw the low-cost carrier trail rivals such as Spirit Airlines, Allegiant Air, and WestJet. The North America...
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Booking a Trip? The Digital Experience Matters
By Sherril Hanson May 30, 2023
The News: Digital experience analytics provider Glassbox released research demonstrating how small friction points will cause customers to walk away from a brand’s digital experience and move on to a different one. According to the research,...
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Delta Airlines Rolling Out Personalized Digital Experience for Mobile Devices
- By Sherril Hanson May 19, 2023
The News: First announced at CES 2023, Delta Sync has started rolling out on domestic mainline flights equipped with free Wi-Fi by T-Mobile. Described as a platform that serves up personalized content, access, and offers, passengers use their...
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Journera Introduces TripSignals to Smooth Travel Customer Journeys
- By Sherril Hanson May 11, 2023
Providing an optimal customer experience during travel has always been a challenging endeavor with unforeseen complications and disjointed customer journeys. I recently spoke with Angela Shannon, Director of Marketing at Journera, to learn more...
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Radisson Hotel Group’s Digital Transformation Continues
- By Sherril Hanson April 24, 2023
My family has started planning summer travel to a destination that we are entirely unfamiliar with. We nailed down what we thought was a perfect hotel, in a perfect location, with an amazingly low rate. But then we plopped that yellow Google man...
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5 Questions with Marco Toscano, Director of CX, Denver International Airport
- By Sherril Hanson February 23, 2023
Denver International Airport (DEN) is the third busiest airport in the world and served more than 69 million passengers in 2022. Customer experience (CX) at DEN is described as a guiding principle and core business with the goal of exceeding the...
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CX Innovators: Kristi Gole, Global Hotel Alliance
By Clint Wheelock February 10, 2023
Kristi Gole, EVP of Strategy at Global Hotel Alliance (GHA), shares her experience in relaunching a customer loyalty program for 40 global hotel brands.
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Customer Complaints About Airline Hold Times Grow Prominent on Twitter
- By Sherril Hanson February 1, 2023
A new study finds that airlines are among the the worst offenders when it comes to customer hold times, with a rising tide of complaints via Twitter.
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CX Implications of Hospitality Tech Study Data
- By Sherril Hanson January 23, 2023
Hospitality Technology has released a Lodging Technology Study, as well as a Customer Engagement Study with data pointing to particular areas of focus for customer experience. Some of the findings coincide well with the market drivers of CX in...
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Elevating CX Amid Industry Challenges
- By Keith Kirkpatrick January 2, 2023
Southwest Airlines canceled an additional 2,500 flights on December 27, resulting in a 60% reduction of its schedule, frustrating customers simply seeking to get to their destinations during a busy holiday season. Since December 21, the airline has...
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Managing CX via Automation and AI
- By Keith Kirkpatrick December 28, 2022
In November 2022, Dash Research highlighted low-cost carrier Frontier Airlines’ decision to eliminate all live agent, voice-based customer service options. Reaction to the piece on LinkedIn indicated a definite preference for technology to...
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