Thematic

FEBRUARY 11, 2024

I saw representatives of most major banks, airlines, hotels and casinos - Medallia’s bread and butter enterprise customers. This year Medallia announced a self-service agile market research suite and 4 innovations in Generative AI. One person shared that it’s unlike anything he experienced before.

NPS 62

NPS Hotels Events Demo 62

CX Journey

MARCH 13, 2019

According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. Evidencing ROI was highlighted by almost half of the respondents as the biggest block to gaining approval for future CX investments. The model ".uses

Customer Experience 60

Customer Experience ROI NPS Financial 60

CSM Magazine

AUGUST 22, 2019

The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

ReviewTrackers

MAY 8, 2017

Session topics include how to make the most of customer feedback , the different elements of ROI, employee engagement, the continued role of NPS in measuring customer satisfaction, agile operations, and in-depth measurement and insight, among others. Where: London, UK. Forrester CXNYC. When: June 20 to 21, 2017. Where: New York City, NY.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Currency Alliance

OCTOBER 12, 2020

About three years ago, I was flying from Barcelona to New York on United Airlines. Mankind has an advantage on our planet because of our level of intelligence and ability to innovate fairly quickly. Innovation in markets has been going on for centuries. But, their leaders rejected innovation.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

CX Journey

MARCH 13, 2019

According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. Evidencing ROI was highlighted by almost half of the respondents as the biggest block to gaining approval for future CX investments. The model ".uses

Customer Experience 32

Customer Experience ROI NPS Financial 32

Currency Alliance

FEBRUARY 20, 2023

This means that if you can vary the value of an action or price of a reward, you can optimize your loyalty program for greater customer engagement and ROI. Context’, as described in the next section, is constantly changing, and incentives should change as well to optimize medium-term ROI.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

C Space

MAY 4, 2020

We may need to be physically isolated, but we don’t have to feel alone,” said Andy Miller, senior vice president of AARP Innovation Labs , which developed the new tool. Through this innovative platform, people in need of help from – or who want to offer help to – their communities are empowered to engage.”

2020 52

2020 Brands Airlines E Commerce 52

TechSee

JULY 24, 2018

According to the Harvard Business Review , personalization can deliver five to eight times the ROI on marketing spend and can lift sales by 10% or more. He requested that she submit her lost-luggage Case File and a copy of the Property Irregularity Report (PIR) from the airline when she returned to the US, in order to claim her compensation.

Customer Centricity 104

Customer Centricity Culture Technology 2018 104

Eptica

NOVEMBER 16, 2016

In 2015 he examined the difference in revenue growth between pairs of similar US businesses in five sectors (cable communications, airlines, investments, retail and health insurance). This is obviously good news for customers and shows a commitment to continuous innovation when it comes to improving CX. Share this page on: Tweet.

Sales 54

Sales Customer Experience 2016 Insurance 54

Currency Alliance

DECEMBER 20, 2022

Cutting cost has 2-4 times more impact on ROI than generating incremental revenue. One important thing we have noticed in the past two years is that the innovation team, the Head of Digital, or people with similar titles, have broader responsibility for CX across channels. More on this below.

2023 52

2023 Loyalty Innovation Loyalty Programs 52

Natalie Petouhof

AUGUST 13, 2015

The new social customer care solution is an upgradeable option for Oracle customers that want to provide the most advanced and innovative solutions to meet the rising expectations of mobile and social consumers. Wondering How The Oracle Twitter Solution Can Help Your Company? . Those are all good questions and need answers.

Customer Service 91

Customer Service Social Media Airlines Hotels 91

Qualtrics

APRIL 22, 2020

Food and beverage companies, cruise lines, airlines, and hotels are facing some unique challenges as people are forced to stay home. Product innovation — innovate and adapt to market changes by checking in with your customers regarding menu changes, new hours, staffing changes, and new product offerings such as ‘ staycation ’ services.

Hospitality 29

Hospitality Retail Rewards Programs ROI 29

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. During the past 5 years, many airline loyalty programs have proclaimed they intend to become lifestyle businesses. AI is much talked about. Improving customer insight and loyalty personalization.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Comm100

JANUARY 14, 2016

As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. Airlines have been providing this type of help for many years now. As the data suggests, the time for companies to move to proactive support methodologies is now. Conclusion.

2016 0

2016 Customer Service Social Media 2015 0

CX Journey

NOVEMBER 6, 2014

Gear required for this trip is moderate and can fit in one large per person duffel to be checked with the airline. Are people in your organization feeling innovative or fearful? A vendor can also assist with an ROI model that helps justify your CX budget. Is budget scarce or plentiful? What about recent management changes?

Hotels 68

Hotels Consulting Culture Chief Customer Officer 68

Currency Alliance

NOVEMBER 4, 2022

Next, we explain how to increase the perceived value of your loyalty currency, so that your loyalty program is more effective, and the ROI increases. Rationalizing loyalty ROI vs other marketing channels. The more sophisticated merchants allocate funds across all these channels based on the CAC and channel ROI.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

Currency Alliance

DECEMBER 4, 2023

The ability to target investment more precisely, with less wastage, and greater certainty of a positive customer experience, is steadily removing a lot of the uncertainty and risk around brands’ marketing ROI. Retailers should, and will continue to experiment and innovate to different approaches to in-store loyalty through 2024.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

Currency Alliance

MAY 20, 2024

There’s a big difference between two people who both spend $2,000 in a single transaction with American Airlines – one, on a single business-class ticket to Paris; the other on 4 economy seats to visit family in Texas. That would allow the bank to set a price that promises the greatest ROI for each segment, or even each customer.

Banking 52

Banking Loyalty Loyalty Programs Travel 52

Currency Alliance

FEBRUARY 26, 2021

Industry incumbents are replaced by those who innovate more effectively – much like in nature. Customer journey mapping and various other ‘best practices’ emerged to help companies innovate around their digital channels. In many ways, the best experience we receive from any brand becomes our expectation of every brand.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

Currency Alliance

MARCH 30, 2022

The ability to innovate with scant resources – and constantly leaning on others for help. The ability to bring together complementary fields of experience to create profitable solutions based on innovative business models and modern technology. Innovating with scant resources.

Loyalty 52

Loyalty Loyalty Programs Airlines Hotels 52

Currency Alliance

JUNE 11, 2019

To be perfectly clear, this does not mean that any bank should cease to innovate around consumer-facing UX. Traditionally, retailers, hotels and airlines feared that points too easily spent would furnish other companies’ coffers, to no real gain for themselves. equates to $76m USD. USD), against a £30.55m loss[ix]. References. [i]

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Storyminers

JULY 6, 2020

In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Currency Alliance

DECEMBER 17, 2019

This has mostly been via low-investment, tactical approaches that increase ROI, and educate the C-suite regarding long-term strategic value. 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.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Currency Alliance

NOVEMBER 14, 2019

Loyalty marketing, however, has been restrained (or, arguably, sheltered) by monolithic tech, and probably a lack of interest, as other, sexier marketing innovations stole center-stage. Airlines will spend a good portion of 2020 proving that their programs are fundamental to minimizing the environmental impact as the industry grows.

Loyalty 40

Loyalty 2020 Hotels Loyalty Programs 40

ClearAction

MARCH 20, 2020

VoC ROI is highest when you’re using it to guide prevention of issue recurrence for all customers. This can inspire wonderful creativity and innovation among your employees. For example, when traveling it’s easier for me to give feedback to the hotel and airline when I’m with them.

Customer Centricity 62

Customer Centricity 2001 Voice of Customer Customers 62

Currency Alliance

FEBRUARY 26, 2019

Many bells and whistles added in recent years are actually a distraction for customers – yet many cheerleaders in the industry blindly call it innovation. Customer data: maximize ROI. Maximize ROI from Customer Data. Hotels and airlines have this type of person too, but they are not in the loyalty department.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

DECEMBER 13, 2018

As a result, major loyalty trends for 2019 will see a wave of innovation as established brands trial new ways to retain share of mind. This is a terrific waste; whereas dynamically calculated investments in highly personalized experiences promise a far stronger likelihood of a positive ROI. Deeper marketing integrations.

Loyalty 45

Loyalty 2019 Loyalty Programs 2018 45

Amity

MAY 25, 2016

That’s why certain airline brands get such a bad rep: customers are forced to endure unresponsive support agents, inaccurate information and delays when it comes to getting that information. Take a look at the clean contact page of KLM Airlines, well-regarded for customer service among their competitors: 5.

Customer Experience 84

Customer Experience Airlines Omnichannel Customers 84

Currency Alliance

NOVEMBER 14, 2018

Ideally, all brands get meaningful and actionable data on a far wider audience, and enjoy a better marketing ROI as well as a net uplift in sales. Emirates, Etihad, and United Airlines joined the party, adding many more partners. Successful markets, and successful loyalty programs, work far better at scale.

Loyalty 45

Loyalty Loyalty Programs Travel Hotels 45

Currency Alliance

NOVEMBER 16, 2021

Relationships with suppliers, partners, dealing with customer issues, accounting, etc, needs to be proactively managed to optimize ROI. Airlines and hotel groups are masters at this. The examples provided in this article only scratch the surface of the possible innovations around loyalty redemptions. Management.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

NOVEMBER 16, 2021

Relationships with suppliers, partners, dealing with customer issues, accounting, etc, needs to be proactively managed to optimize ROI. Airlines and hotel groups are masters at this. The examples provided in this article only scratch the surface of the possible innovations around loyalty redemptions. Management.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

CX University

OCTOBER 19, 2017

Any of these failures mentioned above — Samsung, Volkswagen, United Airlines — are ultimately failures of quality, which arise from failings of the company culture at different levels. Paul Segre , the Genesys CEO, says you can’t have exceptional omnichannel products without a focus on innovation and quality.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

Pointillist

MAY 23, 2018

Visualize a “future-state” customer experience to spur innovation. How to Maximize Your Journey Analytics ROI. Deeper insights into these customers’ journeys helped the airline avoid their pain points and improve customer experience. Identify the key “make or break it” moments in the overall journey.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Currency Alliance

OCTOBER 4, 2023

The 5,000-location retailer in our example would be managing a great deal of data across a large member-base, so both upfront and operating costs need to be considered to make sure all this activity generates a positive return on investment (ROI).

Loyalty 59

Loyalty Loyalty Programs Retail Banking 59

Currency Alliance

OCTOBER 27, 2017

The CFO will obviously have something to say about this, but we are confident a strong business case can be made that restricted liquidity damage long-term program ROI. The airline industry has gone through massive expansion over the past 25 years and now traveling by air is accessible to nearly everyone.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45