Articles & events

Article | Customer Effort Score Vs. Net Promoter Score: Which KPI should you choose?
Article

Customer Effort Score Vs. Net Promoter Score: Which KPI should you choose?

Learn when to use Net Promoter Score versus Customer Effort Score for the most accurate measurement of your customer service offering.

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Article

Building the emotional intelligence that the empathy economy demands

Article | Building the emotional intelligence that the empathy economy demands

Discover expert tips for incorporating empathy in your travel and hospitality customer service strategy from the author of 'How emotions are made'.

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Article

Delivering a high-tech, high-touch customer experience in travel and hospitality

Article | Delivering a high-tech, high-touch customer experience in travel and hospitality

Discover how leading travel and hospitality brands are navigating the high-tech, high-touch customer relationship.

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Article

Customer complaint resolution: Using technology to achieve positive traveler outcomes

Article | Customer complaint resolution: Using technology to achieve positive traveler outcomes

Learn how to provide high-tech customer support with omnichannel, big data and AI-enabled tools, without sacrificing the human touch.

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Article

How leading travel brands embrace a personalized approach to UX & UI

Article | How leading travel brands embrace a personalized approach to UX & UI

Discover four top travel brands that are providing personalized customer service through an enhanced user experience (UX).

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Article

Meeting Millennial traveler needs: Lessons from the sharing economy

Article | Meeting Millennial traveler needs: Lessons from the sharing economy

Discover the needs of the Millennial traveler that are reshaping the travel and hospitality industry, and building brand loyalty in the process.

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Article

Enhancing customer experience in the hospitality industry

Article | Enhancing customer experience in the hospitality industry

From a minimalist yet cozy interior design to free Wi-Fi throughout, learn how citizenM has redesigned the conventional hotel stay and rewired it for a digital-savvy generation of travelers

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Article

Improving customer satisfaction in the airline industry

Article | Improving customer satisfaction in the airline industry

Discover how Southwest Airlines has become a leader in customer satisfaction and how a great customer experience can drive overall business success.

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Article

How JetBlue keeps its (customers) cool in a crisis – Interview with JetBlue’s customer commitment manager

Article | How JetBlue keeps its (customers) cool in a crisis – Interview with JetBlue’s customer commitment manager

Find out what it takes to turn challenging travel experiences into opportunities for customer delight in this interview with JetBlue's customer commitment and social media manager.

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Article

Issue 3 – Customers First magazine! Strategy and innovation in travel and hospitality

Article | Issue 3 – Customers First magazine! Strategy and innovation in travel and hospitality

Our third issue of Customers First is dedicated to travel and hospitality. Discover best practices and expert insights from leading brands, including JetBlue, Joie de Vivre, Turo and more.

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Article

How the travel and hospitality industry can get ahead with omnichannel customer service

Article | How the travel and hospitality industry can get ahead with omnichannel customer service

Learn what brands in the travel and hospitality industry stand to gain from an omnichannel offering and how to tap into this growing opportunity for seamless customer service.

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Article

How the sharing economy is bettering the travel and hospitality customer experience

Article | How the sharing economy is bettering the travel and hospitality customer experience

Learn how sharing economy companies like Turo and Airbnb are learning both from and with traditional travel and hospitality businesses to improve the customer experience.

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Article

Why tailoring customer service to Millennials and Baby Boomers is key for travel and hospitality

Article | Why tailoring customer service to Millennials and Baby Boomers is key for travel and hospitality

Discover why catering to the needs of each demographic is key to creating memorable experiences and customer interactions in the travel and hospitality industry.

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