Articles tagged “customer experience”

Between permanent shifts into remote working, the Great Resignation, and spikes in flight cancellations, investing in advanced automation technology could be the only way call centers in the travel industry can show consistency long-term. Or just hire more humans.

By working with technology partners who understand the underlying systems required to solve digital transformation issues across large, complex, enterprise organizations, airlines can feel confident improving operational efficiency, profitability, and customer satisfaction.

Good morning from Skift. It's Wednesday, June 22 in New York City. Here's what you need to know about the business of travel today.

Closely watched travel-data startup Journera raises another $10 million from big-name venture firms — and claims it can be profitable by next year. In a very different deal, an Alaskan airline is raising money online to fund expansion to Asia. Will it work? Since no major airline has tried it, it's hard to say.

Traveler expectations have shifted dramatically since before the pandemic. To capture demand in a competitive market, independent hotel brands need to deliver a compelling alternative to the traditional loyalty programs offered by the large chains. The challenge? Scaling up their infrastructure, support systems, and marketing reach without losing their individuality.

While the hotel industry is increasingly optimistic about travel’s rebound, significant hurdles remain. This report provides a comprehensive look at the challenges, opportunities, and immediate next steps hoteliers can take to increase sales through digital marketing.

A new research report shows how travel brands can build a customer data strategy that ensures they’ve identified the right customers and are collecting the right data, managing it in the right way, and activating it at the right time — with the speed and agility they need to provide real-time, personalized customer experiences increasingly in demand from today’s travelers.

Post-pandemic travel habits are giving rise to new consumer expectations that are challenging industry assumptions. New research from Concentrix Catalyst and Salesforce reveals how brands and operators can evolve their loyalty programs accordingly and sustain meaningful growth ahead.

We could hear more about Booking Holdings' rationale for eliminating a chunk of Booking.com's customer service workforce when the parent company reports its fourth quarter earnings February 23. It saves money to outsource operations, but doesn't foster better relationships with customers.

Hertz's next CEO has his work cut out for him in remaking the company. The car rental firm's transformation plan sounds good on paper, but it will be up to Stephen Scherr to turn vision into reality.