Welcome to the Customer Experience Exchange for Travel and Hospitality Resource Library! On this page you'll find some of our top featured content, or click on the category links below to find more free resources and industry insights.
Customer Experience Strategy
Travel & Hospitality Report: Connecting The Customer Experience Dots
Over the last 6 months, senior executives from across the travel and hospitality industry have had their say regarding the challenges that they are facing on the road to customer excellence, and their thoughts have been compiled into this long awaited report! Download your free copy to discover exclusive interviews...
Guest Service At Disney: Surprising & Delighting Guests At Every Touchpoint
Bob Simmonds, Senior Vice President, Worldwide Travel Operations, Disney Destinations, shares Disney’s perspective on what’s important to create memorable experience for their guests. Bob’s unique insight helps explain how Disney creates guests who absolutely love the brand, and who are consistently delighted by their experiences.
Creating A Winning Customer Service Through Brand Quality
Tim Genovese, VP Quality, IHG, dives into brand consistency, and it’s importance when reaching out to your customers from a marketing perspective.
Interviews with Industry Leaders
Mariana Machado, Customer Behaviour Director, Accor Hotels
Mariana Machado, Customer Behaviour Director, Accor Hotels talks about the importance of using customer data when predicting behaviors within hospitality. An effective data strategy means that the CX strategy can be differentiated and personalized to each customer.
Nick Mercer, Commercial Director, Eurostar
Nick Mercer, Commercial Director, Eurostar, prides himself on delivering the very best level of service possible. Here, Nick outlines how Eurostar’s market research translates into real customer results.
Connecting the CX World
The million dollar question in new-age travel & hospitality right now: How can the travel and hospitality industry connect customer journey dots to ensure a holistic, personalized and connected journey for their customer?That’s the question Accor Hotels, Disney, Dorchester Collection, Hertz, The Carlson Rezidor Hotel Group, Virgin Atlantic and Yotel...
Travel & Hospitality Report: CX Investment Priorities
The Travel & Hospitality industry continues to evolve in a world that becomes more connected by the day. But this high speed evolution is not without challenges, in particular from disruptive competition and OTAs reducing direct bookings and hitting the bottom line.To stay ahead of the fierce competition, heads of...