hospitality
Are Tequila Brands Missing The Mark When It Comes To CX On Cinco De Mayo? Taking A Shot At The Marketing And History of Mexican Liquor in The U.S.
May 05 by Wandy Felicita OrtizA tequila brand that speaks to senses of longing and creates an air of exclusivity might just be the customer experience some consumers are looking for.
Vintage Aesthetics Vs. Trending Technology: When Everything Retro Is Back In Style, What Does That Mean For The Future Of Customer Service?
April 14 by Wandy Felicita OrtizFor those working in customer experience, it can become difficult to discern and deploy customer contact technologies in a society that is simultaneously celebrating and shunning the very advancements...
New Report On Airbnb Customer Service Horror Stories Causes Shares To Fall
April 07 by Wandy Felicita OrtizAirbnb’s shares in the stock market fell in value as much as 6% on Thursday after The Bear Cave, a newsletter publication that describes itself as dedicated to “exposing corporate misconduct,” release...
A Case Study With Mavenir - Revolutionizing The Way Customer Service Does Mobile
September 24 by CCW DigitalThe rise of customer expectations and increasing use of smartphones are amplifying the need for mobile customer support. The competitive gap will widen between brands who provide great mobile customer...
What Is Concierge-Style Customer Service? 5 Ways You Can Offer It
October 22 by Kindra CooperConcierge customer service isn't just for hotels; it's a white-glove level of service designed to elicit next-level customer loyalty
Holland America Line on Embracing Emerging Tech While Delivering a Human Touch
May 31 by Kindra CooperAs the cruise industry goes digital, travel still needs to deliver on intangible experiences
Best Western, Crowne Plaza Won’t Stand For Bad Customer Experiences (And You Shouldn’t Either)
February 29 by Brian CantorIn a business world drowning in hype for the need to improve customer experience, it is refreshing to see organizations willing to walk the talk. Rather than loading brochures and social media acc...
Explosive Call Center Innovation
July 06 by CCW Digital EditorYour budget for innovation has been cut! Your customer’s are still demanding more! This economy requires us to quickly re-invent our paradigms on innovation. We need explosive acceleration in...
Interview with Sandra Levesque of Reservations for Delaware North Parks & Resorts
April 13 by CCW Digital EditorSandra Levesque has a compelling story to tell--and it involves the seamless integration of technology and people. Afer her speech at the 5th Annual Call Center Summit, Levesque sat down with us to...
Home-Based Agents: Expanding your Talent Pool and Realizing Cost Savings
July 01 by Blake LandauIn this podcast Michele Rowan discusses the customer-focused virtual training program headed up by the Hilton and discusses how homesourcing greatly reduced Hilton’s overhead costs within the...