Customer Experience

As leisure travel returns to its pre-pandemic levels, the hospitality industry has reason to rejoice. The pent-up demand for travel has exceeded expectations, with analysts predicting a full recovery for the industry sooner than expected. As guests return, however, they’ll be greeted by more technology as part of their guest experience. With many hotels and cruise ships still facing labor shortages, artificial intelligence (AI) and digital technology are used to bridge the gap between the growing demand for personalized experiences and a shrinking pool of people to deliver them.

Today’s financial transactions look vastly different than they did five years ago. Banks, insurers, and other institutions are closing their physical locations and pivoting to online services. Fewer customers are engaging in person with bank tellers or insurance advisors. Instead, they use financial technology (fintech) apps to manage their money.

Waiting on hold is a part of doing business, and the abandoned rate for these callers is very high.

The Jetsons, Star Wars, and WALL-E all had it right.

To celebrate the Mitel User Group’s (MUG) 10,000 member milestone, Global MUG Director Bob Baddeley and Mitel EVP and CSO Graham Bevington discussed the group’s purpose, Mitel end-user success stories, the key benefits of being a MUG member, and plans for the future.

The customer experience (CX) has taken center stage for quite some time now as businesses focus on delivering personalized, frictionless experiences. But successful companies quickly realize it’s time for the employee experience (EX) to share some of the spotlights.

As our world becomes more digitized and daily interactions span multiple channels, customers and employees expect seamless interactions and communications. Whether customers need to chat online after hours with a live service representative or employees need to communicate quickly with a colleague to answer a customer’s questions, a virtual component is a given in almost every interaction.

I’ve always noted a disconnect between what’s presented at conferences or written in blogs — and what customer experience (CX) leaders tell me as we advise them or as they participate in research interviews about contact center architecture.

While a healthcare facility’s chief concern is providing quality medical care, a patient’s guest experience extends beyond purely medical concerns.

In the 20th century, customers had far more limited choices than now. You could shop at the hardware store on the corner or the one miles down the road — provided you were in a big enough city to support two hardware stores.