How to power a personalised experience from the frontline

By 22/02/2020May 17th, 2020No Comments

Personalised CX remains a top priority for travel brands and the rationale for this is simple: the customer of today expects nothing less. In an environment where acquisition costs continue to soar, brands that fail to meet customer expectations risk losing the most valuable customer – those that choose to return! Joining EyeforTravel by Reuters Events for a webinar next week to talk about this are Erin Sheehan, Senior Director, Guest Experience, The San Diego Padres and Bao Vuong, President, WhyHotel.

Register for this exclusive webinar today

Sheehan, who will share transferable insights from the sporting arena, says: “Personalising guest experiences gives your business an incredible competitive edge and creates loyal customers regardless of your industry. To achieve this, however, you need to genuinely engage with your guests, utilise technology effectively to record details and empower frontline teams to use that information to make a difference in each interaction.”

You need to genuinely engage with your guests, utilise technology effectively to record details and empower frontline teams to use that information to make a difference in each interaction

Innovative alternative lodgings brand WhyHotel, a company with one foot in real estate and another in the evolving hospitality space, is looking to blur the line between hospitality, home, and work. Its pop-up hotel concept aims to deliver a great digital experience from booking through to check-in and post-trip, and is investing in pricing and yield optimisation technologies. But as CEO Jason Fudin shared in recent white paper: “At our core we are fundamentally people-oriented.”

WhyHotel’s Vuong, who will be joining the webinar next week, will reveal more about how this innovative company has understood the changing needs of guests and what they value, and is working to keep them happy from the moment they first encounter the brand.

Christian Jackson, Conference Director, EyeforTravel by Reuters Events, says: “CX is the one thing all companies have in common, and our research shows that this new battleground is evolving rapidly. For brands to succeed they must deliver a great customer experience whether this is online or on site.”

The interactive webinar will consider how to:

  • Identify which consumer experiences are sustainable and which are not
  • Pinpoint which guest experiences will allow your business to fulfil long-term consumer expectations and, crucially, to think local
  • Discover how to make use of local tours and activities and command a higher price point
  • Plan for the next five years to stay ahead of the curve

Join us on Thursday February 27, 2020 for the Personalized CX in Travel Cross-Industry Panel and hear more from brands putting CX at the heart of their business. 

About EyeforTravel

EyeforTravel is an online travel intelligence provider to hotels, airlines, online travel agents, cruise, car hire firms and more. Established in 1997 by Tim Gunstone, right at the inception of online travel, the group offers a diverse product portfolio including industry analysis, insights, research, webinars, reports and conferences. From major hotel brands to new startups, EyeforTravel helps its 80,000 strong customer base make better decisions, build better brands, close the most lucrative deals and ultimately sell more of their product.

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