Customer Relationship Management

Interview / Startups

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

News / Online

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

From Our Partners / Online

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 / Technology

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

News / Technology

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

Opinion / Online

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

News / Technology

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

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 / Online

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 / Distribution

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

amadeus drivers of change in hospitality

News / Online

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

Opinion / Online

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

News / Online

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

From Our Partners / Technology

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

Opinion / Technology

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

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