SurveySensum

MAY 9, 2025

With a hospital feedback system, you can act quickly, improving wait times and workflows, and ultimately, creating a better patient experience. Whether its a review or direct feedback, your patients opinions matter and can directly impact your hospital feedback system. Delivering better care faster and more patient-focused.

Healthcare 52

Healthcare Hospitality Hospitality Close the Loop 52

Customers That Stick

JULY 15, 2015

I needed to get some routine blood work done a few weeks ago, and the doctor recommended that I use the hospital network his practice was affiliated with. My schedule was packed and the hospital was not close, so I found a major testing company that was closer to home and gave them a call. Bad Systems. “Bad” People.

Hospitality 145

Hospitality Hospitality Healthcare Start-ups 145

Uniphore

NOVEMBER 11, 2021

Travel and hospitality were among the hardest hit industries during the pandemic. Conversational AI is helping travel and hospitality leaders weather the turbulence and welcome new customers with next-generation CX. While today both are recovering, businesses are grappling with new realities on the ground—and in the air. Download Now.

Hospitality 130

Hospitality Hospitality AI Touchpoint 130

Intercom, Inc.

AUGUST 20, 2020

We caught up with Alex for a chat that ranged from how social media affects the human condition to why it’s important to build tech that contributes to our existence. There will always be unintended consequences with technology, but we can start to ask questions that begin to resolve them. Short on time? When a like isn’t a like.

Technology 243

Technology Technology Social Media Start-ups 243

Totango

JUNE 25, 2020

SevenRooms is a hospitality platform designed to help operators maximize profits, build customer loyalty, and create truly exceptional guest experiences. As many of us know, COVID-19 has been especially hard on those in the hospitality industry. If you are interested in joining our CXO Series events, make sure to sign up to learn more.

Hospitality 62

Hospitality Hospitality Start-ups Gaming 62

Customer Bliss

JUNE 20, 2018

What happens when one moves from hospitality to healthcare? Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center. With a background in hospitality, working in casinos, I chat with Shawn about his transition from hospitality to healthcare. Expand the Horizon of Helping People.

Hospitality 57

Hospitality Hospitality Healthcare CX 57

Customers That Stick

JANUARY 29, 2015

I teach classes, coordinate a hospital based doula program, and attend births in the role of a doula. I worked very hard at listening to concerns and seeking resolution to issues that were brought up by customers. I have been an RN for 36 years, a childbirth educator for 20 years, and a doula for 16 years.

Customer Experience 150

Customer Experience Hospitality Hospitality Social Media 150

Intercom, Inc.

MARCH 26, 2020

We encouraged our global staff to work from home starting March 5th and extended this to a mandatory work-from-home policy on March 13th. We also donated all N95 masks we had on hand to local hospitals. Our leadership team is fully engaged in the active management of our response during this challenging period.

Non-Profits 192

Non-Profits Hospitality Hospitality Engineering 192

Customer Bliss

JANUARY 4, 2019

I’ve got a lot of great interviews coming up that I can’t wait to share with you! I’m revisiting a conversation I had with Alan Dubovsky , a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital. Alan gathered feedback from a myriad of groups in the hospital.

Hospitality 56

Hospitality Hospitality Healthcare Customer Experience 56

Hodusoft

NOVEMBER 28, 2019

Think of hospitality and what you see is a mix of services. A typical journey may start on a social channel and then switch lanes to voice, email and video chat. It may just as well start with an IVR and then progress to voice call followed by video and then email confirmation and text message.

Hospitality 52

Hospitality Hospitality Social Media CRM 52

Inside Customer Service

MARCH 4, 2021

Before the pandemic began, I had just started volunteering to do trail maintenance at Mission Trails Regional Park in San Diego. Satisfaction with the food went up 17.3 The pandemic has shut that down for now.) Mission Trails is a large, open-space park with miles of hiking and mountain biking trails.

E-commerce 157

E-commerce Legal Hospitality Hospitality 157

ECXO

APRIL 13, 2023

Some have barely started or are still in the early stages of development. How does CX maturity stack up? 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.

Customer Experience 156

Customer Experience CX Hospitality Hospitality 156

Intercom, Inc.

MAY 10, 2018

After wrapping up nearly three years as Head of Growth at Uber, he’s joined Andreessen Horowitz as a general partner to help build the next generation of great companies. You just started your new role at Andreessen Horowitz, and it’s a homecoming for you in that you were in the VC world previously. How are you settling in?

Start-ups 224

Start-ups Gaming Customer Acquisition B2B 224

Customer Bliss

NOVEMBER 26, 2019

Would you roll your mom into a hospital hallway and then leave her there? But even with each person executing his or her task perfectly, your mom still ends up alone on that gurney in the hallway. Start with employees. Do you honor your customers’ dignity? Of course not. And there she waits. View this post on Instagram.

Hospitality 101

Hospitality Hospitality Healthcare Start-ups 101

Bill Quiseng

APRIL 18, 2021

When I say social media is bad for customer service, it is because, for retail, hospitality, healthcare, and other bricks-and-mortar customer service positions, it has created a pool of candidates who are lacking in the social skills to connect with and please customers. A meager “thumbs up” is all the acknowledgement given to a friend.

Social Media 167

Social Media Customer Service Education Retail 167

Customer Bliss

OCTOBER 11, 2016

Mark’s been with Hilton since 2010 — prior to that he was with MarketBridge and PwC — and one of the most interesting aspects of this episode is walking through his career path and ascension within the Hilton brand all the way up to his global position today.

Hospitality 0

Hospitality Hospitality Finance Innovation 0

Beyond Philosophy

OCTOBER 19, 2016

Or that drinking the ground up testicles of a small mammal mixed with alcohol was considered a contraceptive in 16th century Canada? Sign up here. Did you know there was once a German belief that if you sleep with your mouth open, your soul will escape disguised as a white mouse ? They want to know what to do now.

Net Promoter Score 167

Net Promoter Score Pharmaceutical Invoicing NPS 167

Intercom, Inc.

AUGUST 8, 2019

It’s part of the “hospitality” aspect of support. In companies that don’t properly prioritize the customer experience, it’s up to support leaders to find allies in product and engineering – and to make sure you can help them truly hear the customer’s voice. Lane: I grew up in North Carolina, and there wasn’t a lot to do.

Customer Experience 168

Customer Experience Start-ups Engineering Hospitality 168

C3Centricity

JANUARY 13, 2021

Its popularity clearly shows the need we all have to understand how to get up close and personal with our customers – the right way. #2. 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. This may surprise you.

Hospitality 111

Hospitality Hospitality Actionable Insights Artificial Intelligence 111

Beyond Philosophy

MAY 24, 2017

Ballparks from San Diego to Cleveland have upped their food game over the past couple of years to include more local foods, partnering with local restaurants and breweries to offer things that fans might actually look forward to eating. The companies in charge of the food concessions started paying attention to what game goers want.

Gaming 137

Gaming Sports Hospitality Hospitality 137

Customer Bliss

MAY 22, 2019

Would you roll your mother into a hospital hallway and then leave her there? In this example, a wonderful tech probably took your mom out of the hospital, doing what he or she was supposed to do, rolled her to in front of the lab and put your mom in the hallway. Start with the Life at the Center, Not Technology. Click To Tweet.

Hospitality 80

Hospitality Hospitality Healthcare Start-ups 80

ECXO

NOVEMBER 16, 2023

How CX leaders compete in the age of AI Every time we use a service from business where AI ‘runs the show’ the value we get is served up by algorithms. Leaders, whether they are a digital start-up, a maturing challenger or traditional brand, are utilising AI and GenAI to solve different gap in customer experience, services, and efficiency.

AI 194

AI CX Customer Experience Artificial Intelligence 194

Totango

JULY 31, 2020

There are four ways to speed up the process of onboarding and make sure your customers have a gratifying, successful experience. The following four methods can optimize your new user onboarding experience and set your customers up for long-term success with minimal time and effort. Reduce Friction and Other Engagement Barriers.

E-commerce 127

E-commerce Hospitality Hospitality Healthcare 127

Zendesk

MARCH 15, 2021

While most hospitals have a good supply, it can still be tough for small health care facilities and regular citizens to pick up a cache of affordable, high-quality PPE. How Zendesk helped Project N95 level up internal processes. Before we started using it, everything was a lot less integrated and more piecemeal.

E-commerce 98

E-commerce Hospitality Hospitality Healthcare 98

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. As a Customer Experience Manager at PeopleMetrics, I have the pleasure of working with companies across a range of industries including hospitality, financial services, telecommunications, and aviation. A great example comes from one of my hospitality clients.

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Intercom, Inc.

OCTOBER 29, 2019

Up until this point, to understand our customers, we had primarily relied on the Jobs-to-be-Done framework , product sense, research insight, sales input, and a belief that our customers were companies just like us. For example, our Finance team is now able to confirm whether new customer growth is up in our target segments.

B2C 184

B2C Finance Engineering Healthcare 184

Steven Van Belleghem

MARCH 1, 2023

The reason why it can keep this up and remain financially self-sustainable are the benefits of scale, of course, because it delivers high value to a high patient volume. The amazing part is that what started as a 11-bed hospital in the seventies has now grown into a conglomerate, the Aravind Eye Care System.

Hospitality 98

Hospitality Hospitality CX Agriculture 98

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

Execs In The Know

NOVEMBER 6, 2022

Day Two was just as exciting and packed with some great highlights, which we’ve summed up for you here. The campaign encompasses the brand’s world-class hospitality; from innovations such as Confirmed Connecting Rooms, Digital Key Share, thoughtful service, and early confirmation of upgraded rooms for Hilton Honors members.

Hospitality 98

Hospitality Hospitality Innovation CX 98

Retently

NOVEMBER 29, 2024

Start with quick, intuitive questions and gradually move to open-ended or improvement-focused queries. Eye-Opening Statistics That Prove the Power of First Impressions Let’s look at some numbers to back this up. Customers want smooth, positive experiences from the start. This ensures feedback is relevant and actionable.

Start-ups 126

Start-ups Retail Actionable Insights Hospitality 126

Shep Hyken

SEPTEMBER 6, 2021

(Wall Street Journal) Staff members at the George Eliot Hospital in the English town of Nuneaton are used to the sight of flowers being delivered to patients. My Comment: This excellent Wall Street Journal article starts with a story about a company doing something special to “delight” their customers.

Customer Service 24

Customer Service Net Promoter Score Contact Center Retail 24

CX Accelerator

MAY 28, 2019

Here are four ideas to get you started! Especially in a high-stress or competitive environment, destructive tensions have a tendency to build up so quickly. It’s important to break up this dynamic on a regular basis and put the humanity back into everyday work.

Contact Center 140

Contact Center Hospitality Hospitality CX 140

Customer Bliss

MAY 31, 2019

“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand. You wake up, and you suddenly know why you’re going to work.

Hospitality 78

Hospitality Hospitality Customer Experience Education 78

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. Make-Mom-Proud companies strive for innovations starting with the emotions customers are having. Click here to learn more about the course and enroll. .

Innovation 88

Innovation Customer Loyalty Hospitality Hospitality 88

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. Telenet, one of Belgium’s Telco providers, started offering a basic internet product for families with a lower income.

Agriculture 98

Agriculture Transportation Hospitality Hospitality 98

InteractionMetrics

APRIL 17, 2025

Best For Enterprise teams (especially in finance or hospitality) that need visibility into the full customer journey and fast insights from multiple touchpoints. Best For Mid-sized companies in education, healthcare, or hospitality that need to collect regular employee feedback on a lean budget. Metrics Cards display real-time scores.

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

Gainsight

MARCH 25, 2020

Obviously the hotel (and hospitality more broadly) industry is impacted severely in this climate, but what’s notable is that the message is heartfelt, vulnerable, timely, factual, decisive, and action-oriented. We at Gainsight used a PX banner to communicate how we are living up to values during this COVID-19 outbreak.

Hospitality 143

Hospitality Hospitality Social Media Manufacturing 143