CX Resources

Employees have always been the key to a great customer experience, and the evolving customer contact landscape makes them even more important.The “personal connection” is now the paramount differentiator, and agents are the ones in position to actually create those connections. With self-service increasingly handling transactional matters, agents are also...

The speed at which trends are changing in the travel & hospitality can make them difficult to pin down. While unpredictable forces like Mother Nature and shifts in consumer preferences abound, most of what’s top of mind for travelers has remained the same in 2017. The below trends stem from...

Interested in attending CX Week Travel and Hospitality? Fast track your attendance by filling out the official registration form. After completion, please send your form to enquiry@iqpc.com or let us know if you have any questions.Interested to learn about our group registration rates? Email us for a quote.

A lot has changed in the landscape of travel loyalty since the 80’s. Airlines were the first among travel brands to roll out a loyalty program and since then, more have followed suit to capture market share. Now over 3 billion loyalty programs exist in the US. The following statistics...

Travel and Hospitality companies are quickly realizing that in order to provide excellent customer experiences. But what challenges are they facing to get there? Take a look at this session infographic that will address the top obstacles that our leaders face in their role and share their insights to help...

This special report investigates the crucial customer experience tenet that is employee engagement.What to expect:How employee engagement can attract the best contact center talent4 ways to create the “happy agents” that yield “happy customers”Use employee engagement to improve contact center productivityWhy employee engagement is the key to understanding customersHow to...

True success in today’s marketplace involves building lasting, meaningful connections with customers. It involves looking beyond “customer satisfaction” – and focusing on loyalty.Loyalty it should be noted, is not synonymous with “retention.”  It is not about repeat business but about making customers enthusiastic about maintaining – and expanding – a relationship...

As the modern traveler grows increasingly savvy, so the pressure rises for hospitality operators to consistently deliver outstanding options and services. Hear from three hospitality leaders at award-winning resorts share their thoughts on what defines the customer experience—from the culinary details, to identifying the exceptional experiences guests crave now and...

Is air travel strictly about the utilitarian task of getting from origin to destination? Or is it meant to be an experience? Southwest Airlines, at least in select cases, is leaning toward the latter. As part of a new partnership with Warner Music Nashville, Southwest Airlines will be bringing live...

Is air travel strictly about the utilitarian task of getting from origin to destination? Or is it meant to be an experience? Southwest Airlines, at least in select cases, is leaning toward the latter. As part of a new partnership with Warner Music Nashville, Southwest Airlines will be bringing live...

So much emphasis is often placed on predicting what the future of the travel business will look like that we can easily overlook the immediate importance of being present for the customer today.Take a firsthand glance throughout this e-book as the 2018 CX Week Travel and Hospitality Advisory Board discusses...

Interested to see who will be joining for at CX Week Travel and Hospitality? Take a look at the anticipated attendee list to see who you will be mixing and mingling with!

With busy airports, heavy traffic, large crowds and general overspending, traveling on the holidays can make anyone want to send out an S.O.S. We’ve created a rather unconventional list of our top five tips you won’t find in other holiday travel articles out there. Read on for ideas on how...

Hear from experts at LUMA Institute discuss their thoughts on how applying Design Thinking can provide companies with the ultimate competitive advantage in an industry as disrupted as travel & hospitality.

Brought to you by TTECTravel and tourism continues to be a booming industry that fuels much of the world’s economy. It’s also an industry that is undergoing significant change, as technology makes it easier to research destinations and travel at a moment’s notice. As more people crisscross the globe, exceptional...