Customer Experience Month

News / Technology

PhocusWire's theme months for 2018 - all in one place

By PhocusWire | December 31, 2018

Here some of the highlights from each of our dedicated months during 2018 - from blockchain and digital marketing to voice and startups. Read More

News / Online

Q&A: Why test-and-learn is at the heart of improving customer experience

By Jill Menze | July 31, 2018

Understanding the nuances of a digital strategy in the travel business is a never-ending series of projects and experimentation. Read More

News / Technology

Reimagining customer experience, part 4: Hospitality happenings

By Mitra Sorrells | July 30, 2018

Deloitte recently surveyed more than 6,600 hotels guests who have collectively stayed at 25 brands across different hotel tiers to find out what makes a great hotel experience. Read More

Opinion / Technology

How hotel operators can leverage technology to retain more customers

By Mark McGregor - Signavio | July 27, 2018

Process management or process modeling is one the most underrated applications that can be utilized to enhance the experience of travel. Read More

News / Technology

Q&A: Data, context and the impact of Amazon on air travel

By Mitra Sorrells | July 26, 2018

According to the World Bank, the number of international travel departures across the globe has more than doubled in the last two decades, from about 650 million in 1996 to 1.45 billion in 2016. Read More

News / Technology

Do diners want technology to enhance the restaurant experience?

By Jill Menze | July 25, 2018

Technology has transformed the customer experience for travelers, who now expect on-demand, personalized service at all stages of the traveler journey. This often includes while dining, for everything... Read More

News / Technology

Virtual reality is still finding its space at the customer experience table

By Linda Fox | July 25, 2018

Virtual reality hasn't gone mainstream, but barriers to content creation are coming down so it could still build momentum in travel. Read More

Interview / Technology

Q&A: Nordic Choice Hotels on how innovation drives the customer experience

By Nordic Choice Hotels & ALICE | July 24, 2018

ALICE co-founder and president Alex Shashou sat down with Nordic Choice head of business Christian Lunden to discuss innovation at Nordic Choice properties and how the influence of other industries... Read More

News / Technology

How AccorHotels uses biometrics to unlock travelers' wants and needs

By Linda Fox | July 24, 2018

Le Club AccorHotels is looking to gain deeper insight on customers through Seeker, an initiative that uses biometrics to track responses and get closer to what travelers want. Read More

News / Technology

Reimagining customer experience, part 3: Airport innovations

By Mitra Sorrells | July 23, 2018

For part three we take a look inside airport terminals where a variety of innovative work is being done to improve and ease the process of air travel. Read More

News / Online

QOTW: Something about the reality of innovation

By PhocusWire | July 20, 2018

Quote from Brian Solis, principal analyst and futurist at Altimeter, in an article on PhocusWire this week. Read More

conversational hospitality op-ed Benbria

Opinion / Technology

We need to talk: Conversational hospitality and the guest experience

By Jordan Parsons - Benbria | July 18, 2018

In 2016, Chris Messina, the inventor of the hashtag, published a post on Medium dubbing a new trend called “Conversational Commerce.” Read More

News / Online

Reimagining customer experience, part 2: Brian Solis on iteration vs. innovation

By Mitra Sorrells | July 16, 2018

What we really should be talking about is how are you designing experiences that people are willing to find and pay more for and love and recommend. Read More

News / Online

Desktop revenue for hotels trumps mobile despite dominance of traffic to devices

By Linda Fox | July 16, 2018

Revenue for hotel bookings via mobile devices still lags behind those made on a desktop, according to research from Bookassist. Read More

News / Online

Reimagining customer experience, part 1: digital design

By Mitra Sorrells | July 9, 2018

This month we're exploring the topic of customer experience across the travel space. We begin with a look at how brands are designing their digital interfaces - websites and apps - to create an... Read More

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