PeopleMetrics

JANUARY 30, 2025

2) Unfiltered Truth One of my favorite examples comes from a hospitality client who discovered their AI-analyzed social media feedback painted a very different picture than their traditional surveys. Remember: Technology enables better listening, but it's still humans who turn listening into action. What challenges are you facing?

VOC 110

VOC AI Social Media Hospitality 110

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

Fonolo

MARCH 19, 2019

By embracing modern customer service technology as a must-have ‘utility’, these brands can set themselves apart from their competitors. Industries like retail, hospitality, and healthcare have continued to raise the bar to meet customer expectations. To do so, they have taken advantage of advancements in customer service technology.

Technology 106

Technology Technology Customer Service Social Media 106

ECXO

JUNE 11, 2023

Incorporate emerging technologies – staying up to date with emerging technologies can help you create a cutting-edge experience that sets you apart from the competition. This has resulted in increased bookings and customer satisfaction, and has helped Airbnb disrupt the hospitality industry. How are you doing?

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

ProProfs

APRIL 19, 2017

When used properly, Learning management systems are capable of helping the hospital staff to enhance their learning without hampering and neglecting work. In this article, we’ll explain why the use of e-learning tools is especially important in hospital training. E-Learning Lets You Learn anytime, anywhere. Conclusion.

Hospitality 78

Hospitality Hospitality Healthcare Education 78

Fonolo

NOVEMBER 19, 2020

Unsurprisingly, technology adoption and customer experience continue to be hot topics — and as the demand for cloud-based software grows to accommodate remote work, call-back technology is steadily gaining popularity. Call-back technology is more popular than ever. 4 Contact Center Technologies You Need to Win Over Gen-Z.

Contact Center 162

Contact Center E-commerce Hospitality Hospitality 162

Execs In The Know

MARCH 13, 2025

It was a call to action for an industry navigating uncharted waters in personalization, technology, and guest experience. They invested not just in technology but in redefining the guest journey. Your dedication to innovation, service, and human connection continues to set the standard for the travel/hospitality and CX industry.

Hospitality 52

Hospitality Hospitality Touchpoint Contact Center 52

Hodusoft

SEPTEMBER 25, 2024

From Fragmented to Streamlined: How IP PBX Integration Enhances Hospital Management Systems? For hospitals and healthcare organizations, ensuring the right care for patients is at the heart of everything they do and every strategy they design. percent from USD 5.46 billion in 2023 to USD 20.11 billion by 2032.

Hospitality 64

Hospitality Hospitality Healthcare Data Entry 64

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. Ilana Brown: Yes, for sure. Restaurants are going to have to invest in more PPE.

Hospitality 62

Hospitality Hospitality Start-ups Gaming 62

ECXO

MARCH 21, 2023

Ricardo has worked at numerous global technology companies, such as Oracle, Ericsson, Amdocs, Redknee,SAP, Inttra, Samsung among others as a global executive, focusing on enterprise technologies. The Lab is working to eradicate it, based out of Massachusetts General Hospital and Harvard Medical School.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

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

Beyond Philosophy

JUNE 27, 2019

For example, we worked with a hospital system that had learned its patients wanted more time with their doctors. The hospital took this at face value and planned to increase the length of each doctor/patient interaction, at a significant cost. Are You Ready for Facial Recognition Technology in Your CX?

Net Promoter Score 138

Net Promoter Score Hospitality Hospitality Customer Loyalty 138

Customer Think

DECEMBER 12, 2021

Digital transformation has transformed countless businesses – from manufacturing and retail to hospitality and healthcare. The digital transformation of the insurance industry – powered by emerging technologies such as artificial […]. The insurance industry is no exception.

Hospitality 98

Hospitality Hospitality Manufacturing Healthcare 98

ECXO

NOVEMBER 16, 2023

Pioneers understand they can create competitive advantage over traditional firms by utilising the technology to serve customers with a better value proposition – at scale. Any technology that makes CX poorer has no place on the roadmap. AI is top of mind for all leaders, including you and I. We need to understand the limitations.

AI 194

AI CX Customer Experience Artificial Intelligence 194

Beyond Philosophy

APRIL 8, 2019

We worked with a Texas hospital system years ago where surveys reported patients said they wanted more time with the doctor. But what would have happened if the hospital did what the patients said they wanted and increased the time for appointments? Automation is Great But Keep an Eye on the Human Touch.

Actionable Insights 126

Actionable Insights Hospitality Hospitality Customer Experience 126

Beyond Philosophy

MAY 9, 2019

For example, we did Emotional Signature research for a hospital system. This technology communicates much about customers’ real-time feelings in an interaction through the capture of microexpressions. This technology is invaluable for identifying the significance of these insignificant things. .

CX 151

CX Net Promoter Score Hospitality Hospitality 151

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

Shep Hyken

JULY 12, 2022

He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Technology has allowed customers to take control of their experience. If done right, technology can help provide the great experience they expect from your brand.

Hospitality 103

Hospitality Hospitality Sales Customer Service 103

Intercom, Inc.

MARCH 26, 2020

We also donated all N95 masks we had on hand to local hospitals. We currently leverage a range of best-of-breed technologies and other critical cloud tools to deliver uninterrupted remote work for all employees. Intercom has no direct reliance on specific office locations to sustain operations. Business continuity.

Non-Profits 192

Non-Profits Hospitality Hospitality Engineering 192

Callminer

JUNE 24, 2019

Joined by Sitel Group—a finalist for the 2019 CCW BPO of the Year —as well as hospitality industry leader Holiday Inn Club Vacations, CallMiner’s workshop “Accelerate Speed to CX Intelligence with AI and Automated Interaction Analytics” will kick off Tuesday, June 25 from 2:15 – 4:45 p.m. Tuesday, June 25 2:15 – 4:45 p.m

Hospitality 140

Hospitality Hospitality Contact Center AI 140

Uniphore

JANUARY 21, 2022

Advanced technology is making change possible. On the CX side, the technology has reached a level of maturity that allows for real-time interaction with actionable feedback based on patient and member emotion, sentiment and intent. In this way, technology can actually help “humanize” an often-impersonal dialogue.

Compliance 147

Compliance Healthcare AI Artificial Intelligence 147

Fonolo

SEPTEMBER 13, 2022

In fact, one hospitality study found that active listening offers the impression of preferential service. Immediate customer feedback, KPIs, and the right call center technology can transform your strategy to accommodate customer needs. Makes Your Customers Feel Heard. And if you really want to up the ante?

Net Promoter Score 150

Net Promoter Score Contact Center Hospitality Hospitality 150

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

Fonolo

MARCH 26, 2019

They argue that, by using this phrase, service and hospitality workers are actually making customers feel like their requests are problematic. This is why call-back technology is a helpful tool for call center agents: It avoids the need to ask a customer to take time out of their day while an agent looks into their request. As I Said”.

Hospitality 127

Hospitality Hospitality Omnichannel Technology 127

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 makes it difficult to establish uniform customer experience standards and best practices across industries.

Customer Experience 156

Customer Experience CX Hospitality Hospitality 156

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. By 2025, Millennials will comprise 75 percent of the global workforce.

Social Media 167

Social Media Customer Service Education Retail 167

Shep Hyken

AUGUST 2, 2021

Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. Hospitality Net) Developing relationships is the heart of hospitality and technology will never replace the fundamentals, however, the COVID-19 pandemic has brought forward the need for contactless technologies.

Customer Service 86

Customer Service Hospitality Hospitality Customer Loyalty 86

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? Why Technology Won’t Help You Understand Your Customers. This may surprise you.

Hospitality 111

Hospitality Hospitality Actionable Insights Artificial Intelligence 111

Steven Van Belleghem

OCTOBER 20, 2020

The Chinese, though, who immediately leapfrogged to mobile technology, have a much more integrated approach. But Ant Financial and ZhongAn have connected most insurance companies and most big city hospitals so that the insurance money is automatically deducted from their payments from the moment that they arrive at the hospital.

Hospitality 98

Hospitality Hospitality E-commerce Government 98

Fonolo

APRIL 14, 2020

For our partners in the travel and hospitality sectors, it’s floods of cancellations and rescheduling. The exigency is forcing them to move faster and be more adventurous with new technologies. The sun is shining on vendors of self-serve and automation technology.

Contact Center 95

Contact Center Hospitality Hospitality Technology 95

Totango

JULY 31, 2020

Example: Healthcare Technology Company A is onboarding a new hospital. Reduce Friction and Other Engagement Barriers.

E-commerce 127

E-commerce Hospitality Hospitality Healthcare 127

Neosperience

FEBRUARY 27, 2023

For this series of reasons, in a scenario that is still delicate and complicated by the coexistence of various factors of instability, territorial valorization has to deal with digitization and must adopt new technologies, individually integrated and customized. Technology can offer valuable help in this context.

Innovation 52

Innovation Technology Technology Artificial Intelligence 52

Callminer

FEBRUARY 27, 2019

Implement the technology possible to listen to your customers in real-time. 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. Aim to be anticipatory. It’s more elevated than that.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Fonolo

APRIL 6, 2020

At a time when many business owners are removed from face-to-face interaction with their clients — hospitality, food, retail etc. Whether it’s on social media, chatbot or other AI technology features, it’s important to know what your customers want and use tools that will help you increase your ROI.

Contact Center 108

Contact Center Social Media Invoicing Hospitality 108

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. 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. “At

E-commerce 98

E-commerce Hospitality Hospitality Healthcare 98

Beyond Philosophy

OCTOBER 25, 2019

I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry. The Airbnb story starts, as many things do, with technology. Businesses tend to take longer to adapt to technology than consumers, Dr. Michelli says. They wanted to use their mobile technology to explore the world around them.

Hospitality 104

Hospitality Hospitality Technology Technology 104