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Customer Experience/Service

A collection of news, articles and other featured content about Customer Experience/Service.

Retail Puts Hyper-Focus on Digital Personalization, Increasing Pressure on Hospitality Experience Standards

As major retail brands prioritize customized experiences, hotels and restaurants will feel increased pressure from raised expectations on what brands must deliver.

Key Trends Unveiled from Travelport’s Global Digital Traveler Research 2019

New research highlights key trends that are shaping the travel industry from finding the best value flights to personalized itineraries to managing a trip on the go.

LG byline

Smart TVs and IP-based content distribution mean new possibilities for a rich customer experience.

Best Western logo

BBH will partner with Best Western Hotels & Resorts to offer hotel owners a full suite of bundled technology solutions and fulfill new and improved standards for fast, reliable Internet.


The luxury island resort aims to engage discerning guests with interactive and highly personalized in-room entertainment and room service solution.

online booking

As consumers continue to demand a better experience in their commerce interactions, the hospitality industry is rapidly adopting new technologies to meet this expectation.

By self-operating its AV services via the AVaStar program, this Chicago hotel is seeing an almost 40% YoY improvement in profitability.

Use these tips this holiday season to bring customers back all year.

luxury collection by Marriott

The solution is expected to drive innovation, speed to market and scale toward Marriott’s goal of seamless customer experience according to Controller and Chief Accounting Officer Val Bauduin.

Tech investments, leadership changes and a future focus on third-party delivery partnerships among keys to Papa John strategy moving forward after strong third quarter.

The real-time two-way integration between Nor1 products and HMS will allow hotels using Infor HMS to generate upsell revenue at various guest touchpoints during pre-arrival and check-in.

McDonald’s Corp. announces leadership changes as Easterbrook is ousted from CEO position after an inappropriate relationship with employee.

good customer experience

Here are four things hotels should consider when it comes to assessing and improving their CX strategy.

email marketing

A/B testing provided insight into customer behavior while increasing conversion rates by optimizing individual features of Wyndham’s digital experience, one at a time.

travel stories

New BC Story Network, powered by CrowdRiff Travel Stories, enables BC tourism partners to publish content across a syndicated network of sites to help travelers discover new destinations and book travel activities.

tablet booking teaser size

New survey shows digital solutions are most valued when coupled with human engagement, and technology is increasingly influencing decision making and travel management.

B Hotel Brasilia

B Hotel Brasília is expected to personalize guest services and reporting by leveraging Oracle Hospitality solutions.

The hotel has seen an increase in positive online reviews and boosted return visits from those individuals with additional needs through the app.

consumer survey

Through this new partnership, TrustYou is bringing its feedback platform closer to other essential hotel systems, with the aid of Impala’s universal API.

black fire, intel collaboration

Working with Caesars Entertainment, Intel will provide computing equipment and hands-on internships for UNLV students to research emerging tech including blockchain, data science, robotic automation, AI and the IoT.

Data indicates that enticing customers to book through a provider’s proprietary channel rather than a third-party, results in savings of up to 20%.

Identifying key POS attributes from restaurant and guest perspectives to deliver future-ready in-line and online experiences

FX1 dashboard

FX1 aims to go beyond PMS to deliver a guest-centric all in one mobile-first system for hoteliers of all sizes and complexities to maximize efficiency and elevate service.

RichRelevance and Manthan together are expected to deliver an end-to-end Algorithmic Customer Experience marketing solution.

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