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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.

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.
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. 

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.

Captivating customers in an omnichannel world - brought to you by TTEC

Captivating customers in an omnichannel world - brought to you by TTEC

TTEC (NASDAQ: TTEC) is a leading global customer experience technology and services provider focused exclusively on the design, implementation and delivery of transformative solutions for many of the world's most iconic and disruptive brands. The Company delivers outcome-based customer engagement solutions through TTEC Digital, its digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, its delivery centre of excellence, that operates customer acquisition, care, growth and digital trust and safety services.

Download the 2018 Agenda

Download the 2018 Agenda


Download the brochure for the 2018 CX Travel and Hospitality Exchange. Key themes of discussion will include:

  • Providing personalised, seamless travel experiences in 2018 and beyond
  • Embracing the digital revolution with AI, self-service and emerging technologies to provide for your future customer
  • Creating unified experiences across all channels in an omnichannel environment
  • Transforming your company culture and brand to design winning customer experience
  • How to create a more engaging customer loyalty program
  • Crafting an end-to-end customer experience by leveraging data-lead analytics and many more

      

In Conversation with... PA Consulting

In Conversation with... PA Consulting

Customer experience is a critical component of any travel and hospitality business but getting it right is harder than it looks. In this interview with Govert Klassen from PA Consulting, we get into the nitty gritty of what good customer experience looks like and how travel and hospitality brands can build a comprehensive strategy.

Covering everything from Customer 4.0 and personalisation to AI, chatbots and blockchain, you won't want to miss this free and in-depth conversation ahead of the Customer Experience Exchange for Travel and Hospitality which is taking place next week.

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. 

IQPC Exchange Sponsorship Inventory Pack

IQPC Exchange Sponsorship Inventory Pack

The IQPC Exchange Sponsorship Inventory Pack is a simple and informative guide to the opportunities available across the Exchange event portfolio. Whether you are keen to explore how we can help you generate new business or how you can increase brand awareness; download your pack today and find out how our tailored event packages can ensure your brand is in front of new customers and ahead of your competitors.
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.

Download the 2018 Sponsorship Information Pack

Download the 2018 Sponsorship Information Pack

Find out which budget-holding VPs/Directors of Customer Experience you will meet and what solutions they are looking to invest in by downloading the sponsorship information pack!

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?

Download the 2016 Speaker Facts

Download the 2016 Speaker Facts

Find out more about our executive speaker panel and what hot topics they will be discussing!

Case Study: How airbnb’s customer experience disrupts travel & hospitality

Case Study: How airbnb’s customer experience disrupts travel & hospitality

Industry disruptors are often seen as challengers to traditional organisations, but what can you learn from them to optimise your own CX strategy?

Airbnb has been cited by industry leaders as a disruptor within travel and hospitality. Not

only that, but their differentiated approach to customer experience impacts other verticals

too. What makes this relatively new business stand out so much in the market? And how

can customer experience leaders learn from that model to adapt their own?

Customer Experience Exchange for Travel & Hospitality Investment Priorities Infographic 2018

Customer Experience Exchange for Travel & Hospitality Investment Priorities Infographic 2018

Europe's top CX executives in the travel and hospitality industry have shared with us the top investment priorities shaping their strategies for 2019 and are coming to the Exchange in September to engage with the leading providers.