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Tag: Travel & Hospitality

Keith Kirkpatrick

Delta Launches, Then Pauses, Employee Recognition Program After Backlash

Outside Actors Criticize the Program, Accusing the Airline of “Violation of Our Privacy”
Keith Kirkpatrick

Frontier Places Last in J.D. Power 2023 North America Airline Satisfaction Survey

But Strong Q1 2023 Earnings and Repeat Business Rate Lessen the Impact of Low Customer Satisfaction Ranking
Sherril Hanson

Booking a Trip? The Digital Experience Matters

Research from Glassbox Shows That Consumers Lack Patience for Roadblocks and Want Personalization
Sherril Hanson

Delta Airlines Rolling Out Personalized Digital Experience for Mobile Devices

Delta Sync Brings Together Exclusive Content, Access, and Offers to SkyMiles Members
Sherril Hanson

Journera Introduces TripSignals to Smooth Travel Customer Journeys

Customers Gain Improved Experiences; Travel Brands Have Monetization Opportunities
Sherril Hanson

Radisson Hotel Group’s Digital Transformation Continues

Hotel Group Introduces Immersive and Localized Experiences
Interview with Marco Toscano, Director of CX for Denver International Airport
Sherril Hanson

5 Questions with Marco Toscano, Director of CX, Denver International Airport

Supporting Positive Customer Journeys in the World’s Third Busiest Airport
CX Innovators - Kristi Gole of Global Hotel Alliance
Clint Wheelock
Clint Wheelock

CX Innovators: Kristi Gole, Global Hotel Alliance

Fostering Hotel Guest Loyalty in a Resource-Constrained Market
Rising tide of customer complaints about airline customer service via Twitter
Sherril Hanson

Customer Complaints About Airline Hold Times Grow Prominent on Twitter

Callback Technologies, Omnichannel Engagement, and Self-Service Can Help Smooth Out This CX Issue
Hospitality tech consumer research studies
Sherril Hanson

CX Implications of Hospitality Tech Study Data

Communication, Convenience, Contactless, and Mobility Are Important Focus Areas
Airline customer experience
Keith Kirkpatrick

Elevating CX Amid Industry Challenges

The Southwest Airlines Debacle Offers Competitors Opportunity to Show They Care
Airline automation and artificial intelligence
Keith Kirkpatrick

Managing CX via Automation and AI

Volaris Airlines Emphasizes Messaging Services in Move to Omnichannel Customer Service
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