Customer Relationship Management


VIDEO: Setoo - Battleground pitch winner at Phocuswright Europe 2019
VIDEO: Setoo - Battleground pitch winner at Phocuswright Europe 2019
By PhocusWire | May 22, 2019
Empowering e-businesses to turn insurance into products consumers love and providing a new insurance experience.  Read More
Interview | Startups
american-express-resy
American Express builds out services for members with acquisition of Resy
By Linda Fox | May 20, 2019
American Express continues to widen services for members, adds Resy restaurant booking service Read More
News | Online
What we’ve learned from tracking more than 280M online bookings
What we’ve learned from tracking more than 280M online bookings
By SaleCycle  | May 13, 2019
Over the past year, we have tracked more than 280 million online bookings and abandonments from their airline and travel clients. This is what we found out. Read More
From Our Partners | Online
On a strong growth curve, independent hotels look to personalization to sustain success
On a strong growth curve, independent hotels look to personalization to sustain success
By Diane Merlino  | May 10, 2019
As revenue growth for independent hotels continues to outpace branded properties, many are turning to personalization of the guest experience as a key strategy.  Read More
From Our Partners | Technology
phocuswright research personalization
Tailoring the user experience: Personalization, customization or individualization?
By Phocuswright Research  | May 9, 2019
Three fundamental approaches are employed to tailor the user experience based on both explicit traveler preferences and inferred signals derived from past performance. Read More
News | Technology
How card-linked offers can build loyalty and repeat sales for travel brands
How card-linked offers can build loyalty and repeat sales for travel brands
By Phil Seward - Collinson  | May 3, 2019
Card-linked offers can help travel organizations analyze and unlock the copious amounts of incremental data produced by their customers. Read More
Opinion | Online
booking-holdings-acquires-venga
Booking Holdings boosts restaurant arm with acquisition of Venga
By Linda Fox | May 2, 2019
Venga, a guest management platform for restaurants and other businesses, will be aligned with the Booking Holdings-owned OpenTable brand. Read More
News | Technology
Datalex CEO Aidan Brogan quits as financial probe continues
Datalex CEO Aidan Brogan quits as financial probe continues
By Kevin May | May 2, 2019
Troubled airline retail technology specialist Datalex installs temporary boss after the sudden resignation of the CEO. Read More
News | Technology
Digital natives reveal what and who gets their attention with online travel reviews
Digital natives reveal what and who gets their attention with online travel reviews
By Kevin May | May 2, 2019
TripAdvisor does not compare to Google for getting online reviews of travel products in the minds of travelers aged between 18 and 28. Read More
News | Online
hotel-loyalty-programs
Hotel loyalty should be more than just rewards and favored partners
By Linda Fox | April 30, 2019
A discussion on loyalty in hotels sparked interesting comment around how program members should be treated. Read More
News | Distribution
amadeus drivers of change in hospitality
Welcome to next-generation hospitality: Attribute-based booking, tech-led services and achieving cult status
By Jill Menze | April 30, 2019
According to the new Drivers of Change in Hospitality report, produced by Amadeus in collaboration with InterContinental Hotels Group, Foresight Factory and Cornell University, there are three key... Read More
News | Online
email-marketing-transactions-travel-2
Transactional emails in travel: The good, the bad and the ugly
By Matt Harris - Dyspatch  | April 19, 2019
Once consumers have booked a trip, the likelihood of receiving a really bad transactional email at some point between booking and departure is far too high.  Read More
Opinion | Online
Ryanair to get new website, promises more personalization
Ryanair to get new website, promises more personalization
By Linda Fox | April 17, 2019
The move is part of the airline’s customer strategy for 2019, which aims to deliver a more personalized service on its digital channels. Read More
News | Online
Retailing for hoteliers: What it is and what you need to do
Retailing for hoteliers: What it is and what you need to do
By Diane Merlino  | April 17, 2019
From selling guest rooms and hotel services differently to monetizing under-utilized spaces and partnering with local businesses on experiences, a new model of retailing is slowly taking hold in the... Read More
From Our Partners | Technology
Get chatting: Preparing hotels (and travelers) for automated messaging
Get chatting: Preparing hotels (and travelers) for automated messaging
By Aleksei Udachny - ReviewPro  | April 5, 2019
To keep up with expectations, hoteliers are learning to embrace certain forms of automated messaging (and discovering other ways it can benefit them and guests). Read More
Opinion | Technology