Delivering exceptional experiences in a world of disruption
At the heart of the travel and hospitality industry is great customer experience. We help our clients to strike a balance between the demands of the present and those of the future in a world of constant disruption.
Our data analytics expertise powers our understanding of customer behaviours, pinch points and unmet needs. Leveraging this insight alongside our artificial intelligence (AI) capability helps you to put people, processes, and proactive projects in place to exceed customer expectations so that you’re the first brand customers think of, whether they’re looking to join a gym, see the latest movie or book a holiday abroad.
We’ve put together a selection of useful insights to help travel and leisure operators enhance customer experience – take a look at the resources below.
Helping a major airline’s complaints handling to take flight
The impact of Covid-19 left an airline with a backlog of 60,000 complaints and they turned to us for help. Our consulting and automation capabilities resulted in a saving of 200 hours per week – find out how we achieved this.
Make complaining customers your greatest allies
As the number of people travelling increases, customer complaints are on the rise – see our five tips for turning a customer complaint into something to embrace.
Taking the next step for customer-centricity in travel and leisure
Our report considers why consumers use social media and mobile apps for travel plans, how technology can be the enabler to growth, and the need for hyper-personalisation.
Rethinking complaints
Take inspiration from our ‘Rethinking complaints’ infographic for 5 bite-sized insights to kickstart your complaint services transformation.
A springboard for success: smarter complaints handling
Download our latest brochure to find out how to prevent future complaints, improve customer experiences and reduce complaint-handling costs.
