Customer Relationship Management

Opinion / Online

Loyalty in travel during a time of fear starts with the refund

By Matt Walker - LikeWhere | April 1, 2020

The refund process for travel brands, at a moment when the operational parts of a business are in overdrive, is going to expose the culture of many brands, in the coming days. Read More

News / Technology

Digital travel brands want the same bailouts from governments as hotels and airlines

By Kevin May | March 24, 2020

A lobbying organization, which includes the likes of Amadeus, Travelport, Booking.com, Expedia Group, Skyscanner, Tripadvisor and eDreams ODIGEO as members, says the COVID-19 outbreak is hitting the... Read More

News / Technology

Keeping communication channels open is critical for airlines during a crisis

By Linda Fox | March 23, 2020

15below CEO Nicholas Key discusses the role technology is playing in real-time communications with passengers, lessons learned from previous experiences and the need to meet customer expectations... Read More

News / Online

Q&A: Trip.com Group's Jane Sun on weathering the coronavirus storm in China

By Yeoh Siew Hoon - WebInTravel | March 18, 2020

The travel giant's boss talks about the measures taken to get the company through the storm – pay cuts, cancellations guarantees, remote work and providing the right information to customers – and what... Read More

From Our Partners / Technology

Looking beyond the coronavirus chicane to accelerate growth for travel

By Apurva Chamaria - RateGain. | March 16, 2020

This is not the first time in this century that the travel and tourism industry is at the center of a crisis and has to deal with losses and have to adapt and survive. Read More

Opinion / Technology

Will the coronavirus outbreak force hotels to adapt to new technologies quicker?

By Gregor Amon - Hotel Data Cloud | March 13, 2020

When it comes to hotels, you can bet that hotel owners and managers are reeling, trying to come up with a plan to address coronavirus, but more importantly, to have strategies to recoup their losses... Read More

Opinion / Distribution

COVID-19 and the global hotel industry: A roadmap to recovery, part 2

By Yuki Hu, Eva Liu & George Yu - IDeaS | March 4, 2020

Although hotels can’t press the “restart” button on 2020, they can launch into “repair” mode now, despite being forced to a standstill by the big pause button that is COVID-19. Read More

Opinion / Distribution

COVID-19 and the global hotel industry: A roadmap to recovery, part 1

By Yuki Hu, Eva Liu & George Yu - IDeaS | March 2, 2020

Amid the COVID-19 coronavirus outbreak, here are actionable steps for hotels to take now to proactively begin the road to recovery: Read More

News / Online

Q&A: Collinson's Phil Seward on co-brand cards, travel subscriptions and empowering consumers

By Jill Menze | February 27, 2020

Phil Seward, senior vice president of loyalty strategy, Americas, at Collinson, explains the evolution of the co-branded credit card, if subscription models in travel are viable and how brands can put... Read More

News / Distribution

EaseMyTrip brings flight bookings to WhatsApp

By Linda Fox | January 28, 2020

Communications platforms such as WhatsApp are mostly used for customer service in travel but EaseMyTrip is enabling flight booking. Read More

Interview / Startups

VIDEO: Fly Money - Summit pitch Phocuswright Conference 2019

By PhocusWire | December 18, 2019

Helping travelers pay like locals: Aggregating and pre-ordering all local payment methods to use during vacations - mobile, cash and cards. Read More

Interview / Startups

VIDEO: Mindsay - Summit pitch Phocuswright Conference 2019

By PhocusWire | December 17, 2019

This leader in conversational AI for the travel industry builds AI-powered chatbots for major travel companies. Read More

Interview / Startups

VIDEO: Bespoke - Summit pitch Phocuswright Conference 2019

By PhocusWire | December 16, 2019

Bebot: The AI-powered multilingual concierge chatbot for hotels, airports, stations and cities. Read More

Interview / Startups

VIDEO: SnapTravel - Summit pitch Phocuswright Conference 2019

By PhocusWire | December 16, 2019

A consumer brand that has driven $100 million+ in hotel sales over messaging (SMS, Messenger, WhatsApp). Read More

Interview / Technology

The Future Of Travel Experience: The "space between" for digital-led airlines

By Jeff Katz - Journera | December 13, 2019

In this installment, Katz interviews two of the biggest forces behind United's customer experience strategy: Luc Bondar, VP for loyalty, and Praveen Sharma, VP for digital products and enterprise... Read More

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