Customer Bliss

MARCH 5, 2019

Ah, the hospital gown. They work at understanding the emotions that are native to certain customer experiences, such as wearing that gown at a hospital or doctor visit. Emotional understanding of customer experiences is often what leads these companies to their most innovative practices. So, practice emotion-driven innovation.

Innovation 88

Innovation Customer Loyalty Hospitality Hospitality 88

Execs In The Know

MARCH 13, 2025

Your dedication to innovation, service, and human connection continues to set the standard for the travel/hospitality and CX industry. A special thank you to Alvin Stokes and the entire Princess Cruises team for sharing their insights and leadership with us at Customer Response Summit.

Hospitality 59

Hospitality Hospitality Touchpoint Contact Center 59

Execs In The Know

MARCH 12, 2025

In hospitality, change is the only constant. Edmonds journey in hospitality started beside her grandmother, making hotel beds. From there, she rose through the ranks, taking on corporate roles that gave her a panoramic view of hospitality, from the frontlines to the executive suite. Hospitality is evolving at breakneck speed.

Hospitality 52

Hospitality Hospitality Innovation Technology 52

Beyond Philosophy

FEBRUARY 10, 2020

Innovation to imitation is down to weeks. For example, we did work with Memorial Herman Hospital System in Houston many years ago that wanted to improve their patient experience. Now that we had revealed the actual unmet need, the hospital system could address it. Business Growth has been a challenge for many businesses.

Hospitality 172

Hospitality Hospitality Business Growth Customer Acquisition 172

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Much of Jackie’s background was in the luxury hospitality industry. Episode overview. She’s on LinkedIn here.

Innovation 80

Innovation Healthcare Customer Experience Net Promoter Score 80

Customer Bliss

MARCH 1, 2018

How do you define patience experience in a hospital? In today’s episode, I speak with Alan Dubovsky , Chief Patient Experience Officer at Cedars-Sinai , who talks about how a hospital stint in his youth led to a lifelong obsession with healthcare; specifically, how you get doctors, nurses, and employees to work together.

Hospitality 61

Hospitality Hospitality Business Administration Healthcare 61

Totango

JUNE 25, 2020

Our CXO Series is a space for leaders across a variety of industries to discuss current challenges and share innovative solutions to drive customer success. SevenRooms is a hospitality platform designed to help operators maximize profits, build customer loyalty, and create truly exceptional guest experiences.

Hospitality 62

Hospitality Hospitality Start-ups Gaming 62

C3Centricity

MAY 20, 2019

Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. Hospitality is also one of the industries that receives the most comments online, thanks to TripAdvisor and other booking sites. There is no hiding from their clients for hospitality! ” #2.

Hospitality 106

Hospitality Hospitality Social Media Innovation 106

Beyond Philosophy

MARCH 31, 2020

I remember once how customers were complaining about the cleanliness of their rooms in a hospital even though they were being cleaned every day. That would mean more than one ending and storylines but would certainly be an innovation. in some hospitals in Asia. Healthcare, AI, and Robotics. Deliveries & Driving.

E-commerce 199

E-commerce Hospitality Hospitality Healthcare 199

Fonolo

SEPTEMBER 25, 2018

So, what is at the core of this reputation for exceptional hospitality and customer service? Japanese hospitality centers around a term called ‘omotenashi’: ‘Omote’ means ‘public face’, and ‘nashi’ means ‘nothing’. Together, the term speaks to an honest and open approach to hospitality.

Customer Service 110

Customer Service Hospitality Hospitality Contact Center 110

CommBox

AUGUST 16, 2021

Customer Communication in the hospitality and tourism industry is rapidly changing due to industry events. The hospitality and tourism industry took one of its biggest hits in 2020. The hospitality and tourism industry continues to struggle as the pandemic still significantly affects worldwide travel. According to the U.S.

Hospitality 52

Hospitality Hospitality Omnichannel Compliance 52

CommBox

AUGUST 16, 2021

Customer Communication in the hospitality and travel industry is rapidly changing due to industry events. The hospitality and travel industry took one of its biggest hits in 2020. The hospitality and travel industry continues to struggle as the pandemic still significantly affects worldwide travel. According to the U.S.

Hospitality 52

Hospitality Hospitality Omnichannel Compliance 52

ECXO

MAY 29, 2024

Cross-functional teams are instrumental in spearheading ongoing enhancements and fostering innovation to ensure the delivery of exceptional customer experiences. Increased Innovation: The collaborative energy of having all necessary stakeholders in one room can spark creativity and innovation.

CX 156

CX Innovation E-commerce Real Estate 156

Intercom, Inc.

MARCH 26, 2020

We also donated all N95 masks we had on hand to local hospitals. We continue to ship new and innovative products. In addition, we have announced a program to provide Intercom services for free for non-profits and organizations involved in the fight against COVID-19.

Non-Profits 192

Non-Profits Hospitality Hospitality Engineering 192

C3Centricity

OCTOBER 22, 2018

I ended up spending a night in a local University Hospital for the first time in my adult life. All these experiences of hospitals and doctors gave me the superb opportunity to see the health service from the patient’s perspective. As anyone who has been to the emergency room of a hospital knows, patience is important.

Healthcare 114

Healthcare Customer Service Hospitality Hospitality 114

Customer Bliss

OCTOBER 11, 2016

He creates innovative programs, products and partnerships that drive engagement, grow share of wallet and accelerate performance. Mark leads Hilton’s customer strategy as SVP and global head of loyalty & partnerships. Mark serves as the senior exec responsible for HHonors, Hilton’s 52+ million member strong, J.D.

Hospitality 0

Hospitality Hospitality Finance Innovation 0

Customer Bliss

JUNE 28, 2018

Vishal Bhalla is the VP & Chief Experience Officer at Parkland Health & Hospital System. Similar to my guest Shawn Smith in my last interview, Vishal also transitioned into healthcare from hospitality, after nearly 20 years in the industry.

Hospitality 42

Hospitality Hospitality Customer Experience Healthcare 42

Execs In The Know

MARCH 13, 2025

Your dedication to innovation, service, and human connection continues to set the standard for the travel/hospitality and CX industry. A special thank you to Alvin Stokes and the entire Princess Cruises team for sharing their insights and leadership with us at Customer Response Summit.

Hospitality 93

Hospitality Hospitality Touchpoint Contact Center 93

ECXO

APRIL 13, 2023

Cultural norms – cultural norms and values may influence customer expectations and behaviour, such as the importance of punctuality in Switzerland or the emphasis on hospitality in Italy. This, alongside cultural factors, can also impact innovation and creativity. This arguably creates less space to try to create their own style.

Customer Experience 156

Customer Experience CX Hospitality Hospitality 156

Adrian Swinscoe

NOVEMBER 20, 2023

Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk about his new book: […] The post Your customer doesn’t want to know about your technology – Interview with Micah Solomon first appeared on Adrian Swinscoe.

Technology 113

Technology Technology Hospitality Hospitality 113

Bill Quiseng

MARCH 1, 2021

Having had a long career in hospitality, I especially learned from Dr. Michelli’s The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton. So it is a real privilege for me to feature such a timely post from him.

Hospitality 148

Hospitality Hospitality Sales Innovation 148

Intercom

OCTOBER 10, 2024

I’m the Senior Director of Global Support for our hospitality business and have been in the customer service space for about 18 years. Lightspeed is a one-stop commerce platform that empowers merchants around the world to simplify, scale, and provide exceptional customer experiences.

AI 96

AI Innovation Customer Service Start-ups 96

Hodusoft

FEBRUARY 22, 2022

HoduSoft partners with Signalmash to bring innovative UC products to US markets. HoduSoft has built an innovative suite of products over the years. It helps businesses develop innovative ways to improve their communications, outreach, and engagement. BRINGING THE MOST INNOVATIVE UC PRODUCTS . ABOUT SIGNALMASH.

Innovation 52

Innovation E-commerce Hospitality Hospitality 52

Neosperience

FEBRUARY 27, 2023

Mountain tourism: innovation and challenges Mountain communities , in which more than half of Italy’s territory falls, constitute a territorial system endowed with a great tangible and intangible cultural heritage. .” Another help to tourism comes from chatbots and conversational agents.

Innovation 52

Innovation Technology Technology Artificial Intelligence 52

C3Centricity

JANUARY 13, 2021

How to Improve Customer Centricity in Hospitality. The hospitality industry should be one of the most customer centric of any business, but it often isn’t. After all, hospitality relies on satisfying its guests, doesn’t it? This may surprise you. So what’s the problem?

Hospitality 111

Hospitality Hospitality Actionable Insights Artificial Intelligence 111

Fonolo

NOVEMBER 27, 2018

This hospitality company gives each employee up to $2000 (per guest!) Thomas is an expert in the design of innovative new communications services, particularly in the application of modern Web technologies to extend traditional telecom infrastructures. Increased Customer Satisfaction. VPs & Directors of Customer Service.

Customer Service 119

Customer Service Contact Center Hospitality Hospitality 119

Callminer

FEBRUARY 27, 2019

Anticipatory service is the highest level of service, and it’s here that hospitality organizations shine. Hospitality isn’t just about providing what a customer (guest) asks for. .” — Ruchika Sharma, 12 Voice of the Customer Methodologies to Generate a Goldmine of Customer Feedback , Hubspot; Twitter: @HubSpot. Aim to be anticipatory.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Logicalware

APRIL 5, 2022

This made it difficult to provide the same level of service across all markets and to innovate and make service improvements on a company level. “On Sometimes there could be an emergency at a hospital or a municipality where they really need to get in contact with us, and if we have downtime then that’s not good,” Rasmus explained.

Innovation 98

Innovation Hospitality Hospitality Start-ups 98

Steven Van Belleghem

NOVEMBER 16, 2020

The insurance policy covers several types of expenses: from medical, hospital, dental, accident to illness, medical evacuation and baggage location, plus cancellation or interruption of the trip. The insurance is offered around the world, with the exception of countries subject to economic sanctions by the UN or the Brazilian government.

Agriculture 98

Agriculture Transportation Hospitality Hospitality 98

Execs In The Know

MARCH 10, 2025

Christie Sandoval , SVP of Customer Experience at T-Mobile, opened the conference with the challenge of rethinking innovation. Frid Edmond, Senior VP of Global Customer Engagement Centers at Marriott International , opened Day 2 with a powerful keynote on navigating large-scale transformation in the hospitality industry.

CX 94

CX AI CX Transformation Artificial Intelligence 94

Execs In The Know

MARCH 9, 2023

Our Leaders Learning from Leaders mantra came to life as we tackled topics that provided ideas for navigating CX transformation success, thinking and planning differently in today’s business environment, adoption of innovation across the organization, and so much more. Because happier teams equal happier customers.

Contact Center 97

Contact Center Social Media Hospitality Hospitality 97

Hodusoft

MAY 18, 2022

The phone system offers complete control over all calls and messages, making it suitable for every industry including the hospitality industry. They can connect guests with information resources, provide guest rooms with customer service phone lines, and help design more innovative hotel rooms. Reservation and cancellations.

Hospitality 97

Hospitality Hospitality Customer Satisfaction Innovation 97

Steven Van Belleghem

JANUARY 31, 2021

Insights that are useful for customer-oriented innovation tend to only appear after 4 or 5 consecutive whys”, he explained. And if you’re only looking where your competition is looking, how will you find that one insight that will allow you to innovate in ways that somebody else can’t? Go live with your customers.

Customer Experience 98

Customer Experience Manufacturing Innovation Hospitality 98

Intercom, Inc.

AUGUST 20, 2020

About after two and a half years of running the company, it was a success, but I still wanted to leave it to pursue what I’m doing now, which is talking about how innovation – particularly with telecommunications – affects economics and relationships. So in 2018, I finally was able to sell the company.

Technology 243

Technology Technology Social Media Start-ups 243

Uplifting Service

JANUARY 2, 2023

Others hotels routinely imitate LUX*’s innovations and improvements… but LUX* is always miles ahead. They keep innovating on service… and their innovations have spawned new initiatives, new products and services, and even new BRANDS. LUX* comes in with lots of creativity and innovation. There was no innovation.and boom!

Innovation 40

Innovation Hospitality Hospitality Start-ups 40

Chip Bell

NOVEMBER 6, 2018

Two weeks ago I visited my long-term friend, Karen, in the Novant Health hospital near Charlotte in critical condition. Mounted on the wall near the couch in her hospital room where my wife and I sat for several hours was a courtesy charging station for cell phones.

Hospitality 81

Hospitality Hospitality Customer Expectations Innovation 81

Chip Bell

DECEMBER 1, 2020

It changes their resistance to hold onto the cocoon of safety and willingly release it to fall onto the playground of innovation. Several years ago, I was leading a group of patients on an empathy walk through a Midwest hospital. They were happy about all the flowers they saw throughout the hospital. The result?

Hospitality 53

Hospitality Hospitality Innovation Customer Relationship 53