Travel & Hospitality Intelligence

Jeff Conklin, Vice President of Utilities and TMT at J.D. Power joins Michael Vermillion, Mark Miller, and Scott Killingsworth to discuss issues and trends related to the shift to Work-at-Home for customer service operations.

Topics discussed during this podcast include:

-- Policy changes and the return to normalcy

-- The impact of the end of financial assistance on customer service agents

-- Best practices to help manage agents through challenging conversations

J.D. Power's Michael Vermillion, Michael Taylor and Andrea Stokes discuss issues affecting the travel and hospitality industry in our latest Travel Podcast.

Among the topics discussed:

-- Airlines drop change fees

-- Hotels campaign to inspire travel planning

-- Latest airport research on traveler safety attitudes

-- Impact of pandemic on rental car industry

J.D. Power's Michael Vermillion, Michael Taylor and Andrea Stokes discuss issues affecting the travel and hospitality industry in our latest Travel Podcast.

On this episode, J.D. Power’s Michael Vermillion, Mark Miller, and Scott Killingsworth are joined by special guest Alison Fox, Travel + Leisure digital contributor, to discuss issues and trends related to the shift to Work-at-Home for customer service operations.

Topics discussed during this episode include:

-- How employers can take advantage of the flexibility that Work-at-Home has created

-- Decreases in productivity

-- Impact of Work-at-Home on young new hires

J.D. Power’s Michael Vermillion, Mark Miller, and Scott Killingsworth discuss issues and trends related to the shift to Work-at-Home for customer service operations.

Topics discussed during this episode include:

• Developing cultural connections with new hires

• How to support working parents struggling with Work-at-Home

• The pandemic of work-from-home injuries

• The impact of working from home on collaboration

J.D. Power’s Michael Vermillion, Mark Miller, and Scott Killingsworth discuss issues and trends related to the shift to Work-at-Home for customer service operations.

Topics discussed during this podcast include:

-- Early learnings from the Work-at-Home shift

-- Emerging best practices

-- Cracks in the model

-- Impact on employee mental health

-- Sustainability of the remote customer service model

J.D. Power's Michael Vermillion, Michael Taylor and Andrea Stokes discuss issues affecting the travel and hospitality industry in our latest Travel Podcast.

Among the topics discussed:

-- Delta parts way with 17,000 employees

-- J.D. Power publishes 2020 North America Guest Satisfaction Study

-- Lyft expands rental car business

-- United's new app notification feature

-- Hotel guests checking in for the long haul

J.D. Power's Michael Vermillion, Michael Taylor, Jennifer Corwin and Andrea Stokes discuss issues affecting the travel and hospitality industry in our latest Travel Podcast.

Among the topics discussed:

-- Airlines moving away from social distancing

-- Tax incentives to travel

-- Hospitality industry looking at a two year recovery

-- Search for lost treasure online with Unclaimed Baggage

J.D. Power's Michael Vermillion, Michael Taylor, Jennifer Corwin and Andrea Stokes discuss issues affecting the travel and hospitality industry in our latest Travel Podcast.

Among the topics discussed...

-- Hertz's future after bankruptcy

-- Temperature taking at airports: Who does it, airports or airlines?

-- Boeing resumes manufacture of the 737 Max aircraft

-- State and local regulations present challenges as hotels reopen

-- Colleges consider hotels as dorms

J.D. Power's Michael Vermillion, Michael Taylor, Jennifer Corwin and Andrea Stokes discuss issues affecting the travel and hospitality industry in our latest Travel Podcast.

Among the topics discussed...

-- Cleaning updates - hotels, airlines, airports

-- End of the complimentary breakfast buffet?

-- Sharing economy hit harder?

-- TSA traffic is picking up