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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

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

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

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.


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

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

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 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.


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 discusses the difficulties in managing the delivery of an excellent customer service whilst keeping costs down.

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 satisfaction.

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 customer.

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 results.