The hospitality industry has always been built on delivering a superior customer experience, and this has, for the most part, been centered around highly trained front desk staff, bespoke concierge services, and all the little "extras" that the best hotels are known for. Success in the hospitality industry today though, requires more than a friendly concierge who knows where to get the best tickets for the latest Broadway show. Customer experience in the hotel industry requires attention to the digital channel as well, especially as guests become more accustomed to and expect the option of digital, rather than face-to-face interaction.
https://www.hospitalitynet.org/opinion/4086474.html/
The customer experience can drive business success more than many presume. Over half of companies now consider customer service a differentiator, and the new competitive advantage. It isn’t easily replicated, helps differentiate a company, along with other benefits, including word of mouth and referrals.
https://customerthink.com/how-customer-experience-can-drive-a-referral-strategy/
The “customer experience’ bandwagon marches on with a new Toolkit 2018 survey from researcher WARC saying that 53 per cent of brands and 58 per cent of agency respondents reckon it’s the key to “digital transformation.” All of which helps the big consultancies more than agencies as they compete for client budgets in a period of low sales growth, fragmented communications and commoditised products.
https://www.moreaboutadvertising.com/2018/01/customer-experience-is-the-new-marketing-battleground-says-new-warc-survey/
Somewhere along the road to excellent customer experience, we've made an unfortunate detour — one that arguably elevates technology at the expense of the needs of people. The evidence is all around us. This article takes a closer look.
https://customerthink.com/why-cant-we-get-customer-experience-right/
With only months remaining before the General Data Protection Regulation (GDPR) comes into effect, it is dominating the news agenda and is a top priority for businesses. From retailers to charities and the manufacturing industry to financial services, the impact of GDPR will affect every organisation that handles customer data and will be far reaching. Indeed, it has the scope to change the face of marketing completely.
http://www.information-age.com/will-gdpr-improve-customer-experience-consumers-123470312/
IoT (Internet of Things) famously defined as the digitization of people, objects and environment to empower innovation, foster visibility and improves the quality of decision making. In layman terms, IOT refers to connecting multiple devices to expand the reach ability and usability of such devices to interact with high volumes of data.
https://telecom.economictimes.indiatimes.com/news/ways-in-which-iot-redefines-customer-experience/62552249/
Consumers want personalized experiences and today’s competitive brands are scrambling to deliver. They’re tapping artificial intelligence (AI) capabilities for data-driven insights to improve customer interactions. But it’s not just about tech; the ability to deliver a seamless customer journey depends on a more personal connection. Consider calling a customer service line for help with an important lost package—no robot can replace an agent’s empathy in that stressful situation. Striking the balance between technology-based efficiencies and the human element is tricky , and many organizations struggle to get it right.
https://www.martechadvisor.com/articles/customer-experience/empowering-employees-to-provide-a-superior-customer-experience-in-2018/
As consumers we have less money in our pockets but there is growing evidence of our changing behaviour, as we focus more on experiences and memories than products and possessions. I suspect that these changes will continue in 2018.
http://www.travelweekly.co.uk/articles/295846/opinion-drive-customer-experience-to-maintain-long-term-survival/
In this report, HGS will cover those digital innovation and customer engagement operational trends that will assist CX leaders in planning their transformation projects in 2018-19.
https://www.prnewswire.com/news-releases/the-top-10-customer-experience-trends-in-2018-300583361.html/
Comcast is the poster boy for poor customer experience. Most of these complaints have to do with negative touch points, such as reps who change customers’ names to insults or loyalty reps who won’t let a customer cancel. Customer service or experience ratings firms, such as the Temkin Group, Forrester, or ACSI consistently rank them low. As a result, last year they were rated “America’s most-hated company.”
http://customerthink.com/comcast-is-trying-but-they-still-dont-understand-what-cx-really-is/
