Hospitality and tourism
2020 will forever be remembered for a global event that completely disrupted our way of life. Few industries have been more impacted by the Covid-19 pandemic than that of travel and hospitality.
Travel bans and cancelled services forced masses to surge toward available customer contact channels to cancel prized trips or book emergency transport home to avoid being stranded. Call centers have been overwhelmed with enquiries and at times bent into providing frustrating, indifferent experiences to panicked customers, with customers suffering eye watering hold times only to be cut off by the provider without explanation. This global pandemic has forced brands to deploy strategies that provide the capacity to support customers at this stressful time.
The field is going to become a much more dynamic and unpredictable one. Many businesses will fail, but others will rise from the ashes and thrive. One of the main differentiators between these two fates, we argue, will be customer experience.
In an effort to inspire and motivate the industry in its recovery, CX Network looks at the factors that have led to CX greatness in hospitality and tourism amid trying circumstances.
Download this guide to access practical insight on:
- Being agile in a crisis: How leaders in hospitality and tourism have adapted to provide great customer care in times of crisis
- Tips for preserving customer experiences without risking financial stability in times of crisis
- Case study: How one one online booking provider lowered its overheads while improving customer care at scale
- Best-in-class loyalty programs
- Methods to ensure technology acts as genuine experience differentiator rather than a gimmick
- Harnessing the power of immersion to delight customers in hospitality and tourism