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2016 Post Event Report

2016 Post Event Report

In September 2016, the Customer Experience Exchange for Travel & Hospitality, brought together 60 VPs, Directors and Heads of Customer Experience, Marketing & Customer Loyalty from Europe’s most successful and well-known hotels, airlines and car rental organisations to address the biggest CX challenges facing the industry. 

This report outlines the central themes that arose from discussions around the challenges keeping these CX executives awake at night, and the industry trends driving high levels of investment we’re seeing across the broad technology and service provider landscape.
Travel & Hospitality Report: Connecting The Customer Experience Dots

Travel & Hospitality Report: Connecting The Customer Experience Dots

Over the last 6 months, senior executives from across the travel and hospitality industry have had their say regarding the challenges that they are facing on the road to customer excellence, and their thoughts have been compiled into this long awaited report! Download your free copy to discover exclusive interviews with senior level executives from KLM, Virgin Atlantic Airways, British Airways, Carlson Rezidor and more as they describe how they’ve addressed the biggest CX challenges. 
Travel & Hospitality Report:Connecting the Customer Journey

Travel & Hospitality Report:Connecting the Customer Journey

The 2017 edition of the Travel & Hospitality Report: Connecting the Customer Journey has just released featuring exclusive articles and interviews with senior executives from KLM, Jumeriah, Heathrow, Thomas Cook, Yotel, Carlson Rezidor, Hertz, Virgin Holidays, Disney and Dorchester Collection who have shared the challenges they’re facing on the road to CX excellence and how they're tackling these! 

Featuring exclusive insight from CX leaders who focus on: 

  • Connect the digital journey 
  • Connecting their customer journey 
  • Connecting the brand experience 

This report is a must read! Download it here for free. 

CX Investment Report: Travel & Hospitality

CX Investment Report: Travel & Hospitality

Europe’s top customer experience executives in the travel & hospitality industry have shared the challenges and investment areas shaping their 2018 strategies in this detailed report into top customer experience projects and opportunities.

The proliferation of new digital technologies and the ever-changing nature of customer interaction make for a fresh myriad of challenges for those ultimately responsible for these strategies. So which challenges are keeping executives awake at night? And which services and solutions are they prioritising with 2018 just around the corner? This in-depth research seeks to outline these critical questions to help better understand spend in the travel & hospitality market.

Travel and Hospitality Report: Connecting the Customer Journey

Travel and Hospitality Report: Connecting the Customer Journey

The customer does not care about ancillary revenue or operational processes. Regardless of what works for your business, if your day-to-day interactions with the customer do not place the customer at the forefront of your business culture, you risk losing their trust and business. And with the rise of OTAs, social media and rising weight placed on reviews and word of mouth, losing one customer can quickly become 100. When customers expect more and more from every interaction and benchmark your strategy against their best experiences across any industry, where do CX leaders begin to take control by connecting the whole customer journey?