OpinionLab

NOVEMBER 1, 2016

What was surprising to me is that based on the Forrester CX index that measures “effectiveness”, “ease” and “emotion” of a customer experience – mobile rated slightly higher than desktop on “effectiveness” and “ease”, but significantly higher on “emotion”. OpinionLab provides the real-time customer insight to help on both counts.

2016 60

2016 Innovation Return on Investment Airlines 60

Forrester's Customer Insights

SEPTEMBER 21, 2014

As a pioneer of social listening in China''s aviation industry, Spring Airlines successfully leveraged social intelligence tools to differentiate its products and services, and my new report traces this journey. For instance, the airline provides social booking services on WeChat to enable customer-to-business product innovation.

Social Media 53

Social Media Airlines Transportation Travel 53

Uniphore

OCTOBER 7, 2021

Delivering great customer service above and beyond what people expect relies on various best practices and innovations like Conversational Automation solutions to resolve customer service challenges. It implemented an AI tool to assess vehicle damage from images customers uploaded on its app.

Customer Service 45

Customer Service Airlines Insurance Hotels 45

Forrester's Customer Insights

JANUARY 19, 2015

As I noted in an earlier report , Spring Airlines decided to build social listening functions to identify crises and perform basic brand tracking after struggling with a public relations crisis -- the backlash from airline staff blacklisting a passenger for complaining about flight delays -- on Sina Weibo in 2012. social listening.

Social Media 40

Social Media Airlines 2012 Customer Insights 40

Forrester's Customer Insights

JANUARY 4, 2023

Southwest Airline's 2022 holiday travel disaster happened because the airline became a victim of its own success. It failed to realize that the analysts, data and software requirements for maintaining its point-to-point network needed constant upgrading, preferring instead to return profits to shareholders via stock buy backs.

Innovation 49

Innovation Airlines 2022 Travel 49

Clarabridge

FEBRUARY 23, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. What’s in it for you? 3- Get some solid PR.

2017 49

2017 Customer Experience Hotels Airlines 49

Clarabridge

FEBRUARY 21, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. What’s in it for you? 3- Get some solid PR.

2017 40

2017 Customer Experience Hotels Airlines 40

ReviewTrackers

MAY 8, 2017

Session and presentation topics include customer journey mapping and reconstruction, customer engagement, CX governance, measuring customer experience, creating customer-centric omni-channel strategies, and Voice of the Customer. Forrester CXNYC. When: June 20 to 21, 2017. Where: New York City, NY.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

C Space

DECEMBER 5, 2019

A sociologist, ethnographer and author, she’s our in-house pathfinder, constantly mapping out ways for brands to innovate and push boundaries. The Right Insight. The Right Insight What makes a successful customer insights leader? Subscribe to the Outside In podcast: Disruptive innovation. Innovative culture.

Net Promoter Score 52

Net Promoter Score Connections Innovation Brands 52

ProProfs Chat

DECEMBER 23, 2019

Even though brands will continue to drive product innovation, but the customer will sit at the head of the table. Rely on customer feedback. This will help in establishing a more robust customer centricity model for your company. If your employees are happy, your customers will be happy too.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

Currency Alliance

DECEMBER 19, 2022

It has the potential to address a lot of business challenges, and enable many forms of elusive innovation in loyalty marketing. In loyalty, this can be especially powerful in using distressed inventory to create greater customer value for members, in adjusting margins based on demand, or proactively managing program liability.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

C Space

SEPTEMBER 27, 2019

I said, “Richard, I’m United Airlines Global Service. The Right Insight. The Right Insight What makes a successful customer insights leader? Subscribe to the Outside In podcast: Disruptive innovation. Innovative culture. You’ve got a wonderful story about that that involves Sir Richard Branson.

Net Promoter Score 40

Net Promoter Score Social Media Books Connections 40

Thematic

JANUARY 17, 2019

If your survey has been soundly designed and analyzed and you deliver your results to the right decision makers, new opportunities and innovative strategies can be created. Survey analysis refers to the process of analyzing your results from customer (and other) surveys. What is survey analysis?

Insights 98

Insights Presentation Net Promoter Score Feedback 98

Currency Alliance

MAY 20, 2024

Around data collection: the bank will only know where the customer shops when the bank’s payment card is used, and even then, they won’t know exactly what the customer has bought. A further benefit is the ability to use these richer customer insights to better price the bank’s own products and services.

Banking 52

Banking Loyalty Loyalty Programs Travel 52

Qualtrics

DECEMBER 13, 2018

In the 1990’s credit card giant American Express analyzed their customer base and recognized that many of their customers were business professionals who valued points for airlines and hotel stays. Research helps you know and adjust the right feature development list for product optimization and deepen customer insights.

Airlines 33

Airlines Download Hotels Advertising 33

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Arie Goldshlager. Barry Dalton. Bob Thompson.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Arie Goldshlager. Barry Dalton. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ClearAction

MARCH 20, 2020

My friend Carol Borghesi, former SVP of Customers First Culture at TELUS, always reminds people about overlooking so-called cash in the attic. By this she’s referring to customer insights you have on-hand, that have yet to be harvested. It raises your perspective to focus on customers’ big-picture jobs-to-be-done.

Customer Centricity 62

Customer Centricity 2001 Voice of Customer Customers 62

Currency Alliance

MAY 9, 2019

Independent of market positioning, unique customer insight will become the primary competitive advantage. I’ve been working on mobility solutions since 2012, when I was Group Director of New Ventures and Innovation at eDreams ODIGEO. And that will keep the majority of customers loyal.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

Currency Alliance

FEBRUARY 26, 2019

Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers). Hotels and airlines have this type of person too, but they are not in the loyalty department. This is a missed opportunity.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 16, 2021

Airlines and hotel groups are masters at this. They make it attractive to redeem for rooms or seats that will not be sold – so the customer’s perceived value is very high, but the cost to clean a room, or put another body on a plane is very low. This means points that look like they are worth 2 cents to the customer, have a cost of.2

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

NOVEMBER 16, 2021

Airlines and hotel groups are masters at this. They make it attractive to redeem for rooms or seats that will not be sold – so the customer’s perceived value is very high, but the cost to clean a room, or put another body on a plane is very low. This means points that look like they are worth 2 cents to the customer, have a cost of.2

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

DECEMBER 17, 2019

As we enter a new decade of relentless competition, innovation, new forms of regulation, and changes in customer behavior, the key for brands is to go back to some basics and build a solid foundation. That foundation includes effective customer data management. MASTER YOUR CUSTOMER DATA. Maximum customer value.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Currency Alliance

MAY 9, 2022

The next decade will see even more accelerated innovation around the API economy, and those companies that can adapt to constant change will outpace their competitors. . Today, companies adopting an API-first technical architecture are outpacing those constrained by legacy systems. . Standardization.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Customer Alignment

DECEMBER 18, 2017

Without confidence in text analytics, this vast and expanding unstructured data has remained ‘dark data’ as some call it – the untapped bank of customer insight. Finally – the digital and technology ‘transformation’ of 2017 which was going to improve customers’ experiences forever. Othello ) So, there was much talk.

2017 45

2017 2018 Chief Customer Officer NPS 45

Forrester's Customer Insights

MAY 10, 2024

But data shows that public cloud now has a greater carbon footprint than the airline industry – a notoriously carbon-intensive segment. The consistent, high-usage profile of data centers may lead us to believe that cloud data centers are markedly more sustainable than private cloud data centers.

Airlines 52

Airlines Consumers Information Innovation 52

Currency Alliance

APRIL 10, 2021

The loyalty profession is characterised by cognitive entrenchment, as well as technological backwardness which further limits innovation. You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars. The 40-60% of less frequent customers are a far larger commercial opportunity.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

SEPTEMBER 17, 2019

The infographic below shows the categories of customer spending typically included in an airline´s current loyalty program – and how much more room there is to expand partnerships into new categories. While anchored to an airline, it appeals to virtually everyone, because of the wide variety of earn and burn partners.

Loyalty Programs 40

Loyalty Programs Travel Loyalty Airlines 40

Currency Alliance

FEBRUARY 10, 2021

You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars. Most business leaders like the idea of their brand participating in wider coalitions; the sticking point for many is the idea that theirs might be the brand where customers earn points, so that they can burn them elsewhere.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

Currency Alliance

MARCH 5, 2019

These, and other important questions, were subject of a debate held recently at the Visa Innovation Center in London, and Convened by Annich McIntosh of Loyalty Magazine. He is particularly passionate about aligning innovative technology and new business models to solve problems and deliver greater value to customers.

Magazine 58

Magazine Loyalty Loyalty Programs Entertainment 58

Currency Alliance

FEBRUARY 10, 2020

Thanks to supermarkets’ high customer frequency and good data analytics, grocery chains can dynamically apply different points earning levels based on the available margin on each item sold, FMCG/CPG-funded offers, and insight about the share of wallet they are getting from each customer.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Multi-Channel 52