Customer Experience Strategy

Guest Service At Disney: Surprising & Delighting Guests At Every Touchpoint

Bob Simmonds, Senior Vice President, Worldwide Travel Operations, Disney Destinations, shares Disney’s perspective on what’s important to create memorable experience for their guests. Bob’s unique insight helps explain how Disney creates guests who absolutely love the brand, and who are consistently delighted by their experiences.

Creating A Winning Customer Service Through Brand Quality

Tim Genovese, VP Quality, IHG, dives into brand consistency, and it’s importance when reaching out to your customers from a marketing perspective.
The Power Of Emotional Engagement

The Power Of Emotional Engagement

Customer Experiences still vary greatly, both between and within businesses. Customers are still treated in a transactional way, instead of a process that actually has a lot more emotional complexity to it. Loyal customers are the key to success, and organisations are understanding more and more that the way to build loyalty is to generate an emotional and personalised experience for their customer base to ensure they truly feel valued. This can be tough, and with board buy-in tougher than ever before, it can be hard to justify spend and time on such initiatives. However, crack it now and you’ll have a competitive edge that will propel your business to success. A must read!

Market Report: How Travel & Hospitality Companies Can Achieve Business Success Through CX

Market Report: How Travel & Hospitality Companies Can Achieve Business Success Through CX

Our latest market report delves into the biggest trends, challenges and disruptors in the travel and hospitality industry with case studies and expert advice to help you optimise your own CX strategy 

The travel and hospitality industry has seen a massive change in recent years. It’s moved from being dominated by traditional travel agents booking every aspect of a holiday for their customers, on to a wealth of choice online for consumers to tailor-make their own trip by using platforms that provide a quick overview of, for example, all accommodation options in their selected destination. 

With an increasingly overwhelming choice available for consumers on these platforms, elements such as personalisation and emotional engagement have become more important than ever before. What are the biggest challenges on the journey to CX success? And how can travel and hospitality organisations stay ahead of the curve? 

Download this market report for:

  • A guide to customer experience in travel and hospitality
  • Roadblocks on the journey to CX success
  • Case study: Thomas Cook’s 24-hour promise
  • Tackling the United Airlines CX nightmare
  • Case study: How LAWA aligns brands to create an LAXceptional experience
  • Benchmarking disruptors: Challengers or partners?
  • Case study: How srprs.me disrupts the industry with personalisation
  • Touring a top trend: Biometrics pros and cons
  • Real-time inspiration: Shining CX stars to learn from

With expert advice and insights from CX leaders from the likes of KLM, Disney, Los Angeles World Airports, Amtrak, Thomas Cook and many more, CX Network’s latest market report ensures you keep your finger on the pulse of customer experience in travel and hospitality.