In the news

Correct call center staffing: A critical solution to travel’s post-pandemic CX crisis


Dan Fernandez, VP Customer Experience Transformation at HGS, details how travel and hospitality companies can implement a smart CX strategy that attracts crucial behind-the-scenes support.

Article originally published on Hospitality Technology
Written by Dan Fernandez

While travel and hospitality companies work to build back their onsite, face-to-face employee base, a concurrent need is to implement a smart CX strategy that attracts crucial behind-the-scenes support.

Smart customer experience brands are addressing today’s staffing challenges by finding a balance between the use of automation and people to engage with travelers at all stages of the customer journey. Blending “Bots&Brains™” is an approach to striking the optimal customer experience with agents who can be empathetic and offer value, while leveraging automation that helps a customer get the right answer fast when human intervention would only add cost and possibly even frustration. But today, accessing talent is a challenge to staff the human component of an effective Bots&Brains™ solution. Let’s explore some of the causes and unpack some ideas to address the challenge.

RECENT NEWS

Google Gemini

What is Google Gemini? How to use it? Features and Limitations

Google has finally made the big move and unveiled a new era of Gemini AI. Gemini is Google’s latest large language model (LLM), which has been recently launched to the public.
Customer Focused Cybersecurity

Customer-focused Cybersecurity Remains a Top Focus

In light of recent significant data breaches, the vulnerability of customer information has been prominently underscored. Consequently, companies are placing increased emphasis on safeguarding customer data to preserve trust and credibility.
Data transparency

Navigate the Balance between Customer Data Transparency and Hyper-Personalization

In view of the mass collection of personal data for personalized communication, data misuse has become an increasing concern. Customer data transparency can solve this disconnect.

S4E2 | Prioritizing CX Over Profit: A Conversation with Pink Zebra Moving CEO Ron Holt

This episode features an interview with award-winning CX leader Ron Holt, Founder of Pink Zebra Moving, the first happy moving company. Ron started Pink Zebra in 2020, and is the former CEO & Founder of Two Maids & A Mop, where he served for nearly 19 years. He specializes in franchise development, management, sales & marketing, and leadership. And in this episode, Ron and host Larry Fleischman discuss seizing an opportunity in the market, listening to the customer, and creating a truly remarkable experience.
Cybersecurity Experts on Demand

Strengthen Your Digital Defense with Cybersecurity Experts-on-Demand

Experts-on-Demand services extend security operations with flexible access to cyber security experts who have the right experience and knowledge.
Cybersecuri

Data Privacy: What is it? Challenges and Best Practices

In an era where technology constantly collects data, understanding data privacy is crucial to maintaining control over how data is collected, used, stored, and shared.

RECENT CASE STUDIES