Customer Experience/Service

An organization that is customer centric trains every employee to ask whether the decisions they make will have an impact on the customer, and if so, what that impact would be.

Choice Hotels among customers and partners using Amazon Connect’s generative AI capabilities to improve customer experiences and contact center workforce productivity.

A hotel's digital experience should be looked at as an engine for retention and loyalty, not just customer acquisition and conversion.

Marriott International went live with CXone in March 2023, updating its legacy CX platform that had grown increasingly static, fragile and costly.

Defined as business travel with some form of leisure time included, the hospitality industry has seen a sharp rise in “blended travel.” Keep in mind they are business travelers first. Here are four other tips.

Properties that do everything in their power to reunite these items with their owners will earn the best badge you can earn in the hospitality sector — brand loyalty.

AI offers many benefits across different business areas, making it a powerful tool for enhancing customer understanding, empowering decision-making, and achieving seamless efficiency.

Brands such as Domino’s, Panera, IHOP, Hilton, and Marriott are using AI to improve safety, quality, efficiency, sustainability, transparency.