Media Center


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... Read More

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... Read More

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... Read More

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... Read More

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... Read More

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... Read More

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... Read More

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... Read More

Interviews with Industry Leaders


Fiona Veitch, Director of Global Contact Centres, Jumeirah Hotels

Fiona Veitch, Director of Global Contact Centres, Jumeirah Hotels speaks with the CXNetwork about how she link customer contact centres to make sure there is a single view of the customer, the importance of people management in her customer contact centres and she leverages this to deliver an excellent level of customer service. Fiona also... Read More

Theresa Mattisson, Head of Ecommerce, Nordic Choice Hotels

Theresa Mattisson, Head of Ecommerce, Nordic Choice Hotels digs deep into the ecommerce side of the Hospitality industry, discussing how to deliver a great experience digitally for customers whilst personalizing the journey leading to loyalty and... Read More

Mariana Machado, Customer Behaviour Director, Accor Hotels

Mariana Machado, Customer Behaviour Director, Accor Hotels talks about the importance of using customer data when predicting behaviors within hospitality. An effective data strategy means that the CX strategy can be differentiated and personalized to each... Read More

Nick Mercer, Commercial Director, Eurostar

Nick Mercer, Commercial Director, Eurostar, prides himself on delivering the very best level of service possible. Here, Nick outlines how Eurostar’s market research translates into real customer... Read More