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Customer Experience/Service

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

Hilton Introduces iHeartRadio to Its High-Tech Connected Room Platform

New enhancement will allow Hilton guests to stream music, local radio stations and podcasts straight from their Connected Room.

Saves hotels valuable time and improves operations by allowing staff to reply to most reviews without leaving the TrustYou platform.

New rewards program platform enables popular brand to strategically drive visits.

Diners can receive updates directly from their favorite local restaurants with Yelp Connect.

The luggage shipping service is the latest addition to Guesty’s Marketplace.

Luxurious Vietnamese hotel deploys Nomadix solution to increase bandwidth, streamline management and control, and improve the overall user experience.

Guests in each of the hotel's 226 suites have access to Plum's in-room wine-by-the-glass technology.

In this research report, HT explores what consumers want when it comes to tech rollouts at hotels and restaurants and how hospitality companies are faring so far in meeting consumer expectations.

Mobile app design refresh will allow guests to customize their stay including booking events, arranging transport, and securing dinner or spa reservations.

69% of diners say a restaurant's website has discouraged them from visiting: survey

Partnership powers personalized and real-time offer wallets for customers use digital ordering.

Accenture plays key role in delivering the OceanMedallion wearable device that provides enhanced passenger experiences and crew interactions.

From check-ins to post-event analytics, Maestro PMS helps Olde Mill provide a high-touch experience for all of its guests.

How digital solutions yield greater staff retention and engagement

Yelp users can now control more of their Yelp app experience based on individual lifestyle, dietary and accessibility preferences.

ALICE helps Montage Los Cabos improve communication flow across the resort, directly impacting guest reviews.

London West Hollywood at Beverly Hills partners with Plum to install the intriguing guestroom tech in all 225 guestrooms.

HT research finds that only 19% of restaurants and 47% of hotels feel they are truly innovative. Here we profile some of the industry’s heavy hitters to see what made them leaders in 2019 and how they plan to stay there in 2020.

Hotspot 2.0 availability provides historic property's guests with an automatic yet fully secure Wi-Fi connection in hotel lobby and all 90 luxury suites.

With the average American spending 93% of their lives indoors, offering guests sophisticated tools that give them greater control over their in-room comfort level makes sense.

A well-orchestrated and data-backed personalization strategy can help hotels maximize operational efficiencies while delivering impactful customer interactions.

A friend of mine recently shared a negative foodservice experience. A third-party delivery service arrived, handed a bag full of food to my friend’s eight-year-old daughter, and — to hear the eight-year-old tell it — bolted down the walkway and drove off into the night.

The platform will be implemented and rolled out across all properties during the next 12 months.

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