CX Perspectives
How Seamless Customer Journeys Drive Revenue
Many travel and transportation executives identify revenue sources narrowly. Think ticket sales, ancillary fees like baggage and amenities fees or premium upgrades. Many customer experience practitioners limit their scope to…
What the United JetBlue Partnership Signals for Passenger Experience and Airline Revenue Optimization
Last week I had the pleasure of seeing United Airlines CEO Scott Kirby at the WSJ Future of Everything Festival. And to hear from him about the just-announced United JetBlue…
Hotel Service Recovery Strategies in Action: Real-World Example and Lessons Learned
From both a revenue and service delivery point of view, a hotel stay equals more than providing a place to stay. Done well, it creates an experience that makes guests…
What is Taxing Your Customer Experience?
In our customer experience consulting engagements with organizations from travel and transportation to corporate environments, we see the same six challenges to delivering seamless customer experiences. The struggle to deliver…
Beyond the Arena: Transform Local Experience for World Class Events
Let’s get honest about local experience around major events. While it is exciting for the world to show up in your hometown for a major event like the World Cup…
Why Millennial Investors are Abandoning You
It’s time to talk about the Millennial investor, a critical market for financial services firms in the next five years. For the past decade, the media talked about the impact…
