How the Travel and Hospitality Industry Optimizes the Customer Journey through Cloud Toolsets
The key to unlocking a seamless guest experience can be found in cloud toolsets, where agents can achieve deeper insights into the guest journey.
Travel and hospitality businesses know how critical consumer and customer loyalty is to driving business outcomes. Ratings and loyalty contribute directly to a business’s reputation, with customer experience being the driving force behind those reflections. But how are businesses facing these challenges in the ever-changing landscape of consumer needs?
In this article, see how cloud toolsets unlock businesses’ ability to optimize and improve customer experience.
A shift in consumer expectations
Among the top challenges facing the travel and hospitality industry in 2023 are guest experiences and increasing expectations around personalized customer experience, according to Digital Guest. Providing an exceptional customer experience is the new normal, and the changing digital landscape is forcing businesses to consider new ways of understanding their customers.
Customer insights can become lost due to internal technology silos or inflexible systems and applications–and customer data is only as valuable as a business’s ability to understand those insights. It’s critical to understand how a guest might be feeling–are they experiencing a negative, positive, or neutral experience? Deepen your insights through the decoding and visualization of conversations with the help of artificial intelligence, machine learning, and highly accurate language translation identifying keywords. Sentiment analytics combined with automated actions help identify emerging issues and trigger immediate responses before they escalate–resolving conflict at the first point of contact.
A shift toward digital toolsets is critical, and the optimization of those toolsets is just as important for unlocking insight and driving successful business outcomes.
Challenges in digital optimization
A recent study conducted by Forrester Consulting on behalf of SuccessKPI revealed that only 25% of global contact center leaders are completely satisfied with their CCaaS solution. The truth: contact centers are moving to the cloud yet dissatisfied due to missing functionality, incomplete optimization, or lack of training according to the Forrester study.
The contact center is a core customer touchpoint and crucial to maintaining guest satisfaction. The Forrester study indicates that over 40% of respondents have had limited success with their CCaaS migration efforts which is cause for concern.
To achieve a seamless guest experience, agents need real-time reporting combined with speech and sentiment analytics to gain insight into their guest’s journey. A cloud contact center that is integrated with data across all guest experience touchpoints will power automation and drive efficiency leading to a superior customer and agent experience.
Cloud Contact Center Success (Forrester Study)
Conducted by Forrester Consulting on behalf of SuccessKPI, the commissioned study “The Frustrating Journey to Cloud Contact Center Success” indicates the move to the cloud has been a frustrating journey, and that cloud toolsets are essential to success in the cloud.
Driving successful business outcomes
SuccessKPI provides cloud toolsets that help contact agents quickly shift consumer preferences and meet customer demands. These toolsets allow travel and hospitality teams to customize their services and provide an exceptional customer journey. By providing agents with a view of every interaction, coupled with real-time guidance and coaching during customer conversations, a seamless customer experience occurs at the first point of contact–affording airlines, hotels, and other service-forward businesses with a 360-view of a traveler’s journey.
Automating critical business actions based on the true guest experience not only increases their satisfaction and brand loyalty, but it also provides an accelerated path to problem resolution at first contact–reducing agent churn and guaranteeing a positive contact center agent experience.
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See how travel and hospitality businesses are meeting customer demands and optimizing their cloud contact centers with SuccessKPI.