Travel & Hospitality Intelligence

On the fifth episode in a series of National Conversations on the State of Customer Service J.D. Power expert, Denese Waiters, Director, Customer Service Advisory, and Omnichannel Practice Leader is joined by special guest Blake Morgan, “the queen of customer experience,”. Listen in as she breaks down what the modern customer looks like in today’s world, mistakes companies need to avoid when developing customer experience (CX) strategies, and the pivotal role that technology is playing in shaping these experiences.

Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader

Special Guest: Blake Morgan, Founder, Keynote Speaker and Customer Experience Futurist

In the fourth installment in a series of National Conversations on the State of Customer Service J.D. Power expert, Denese Waiters, Director, Customer Service Advisory, and Omnichannel Practice Leader is joined by special guest Jeff Sheehan, CX Author and Leader. Together they discuss the connection between military tactical planning and the strategies needed to create satisfied customers.

Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader

Special Guest: Jeff Sheehan, CX Author and Leader

Ahead of the release of the J.D. Power 2023 North America Airport Satisfaction Study, listen to Michael Taylor, Practice Lead for J.D. Power Travel & Hospitality Intelligence explain optimal airport designs. What makes a great airport?

Some insights from Mike:

-- You can design an airport for planes or for people/

-- A little distraction for the eye can be a good thing, especially in high traffic areas, like restrooms.

-- Signage and layout are important to the overall experience.

-- The approach to your airport should also be considered. Does a traveler have plenty of time to get in the correct lane, find the right parking garage, etc.?

Listen to the full podcast for more insights!

To meet the ever-increasing expectations of customers and thrive in this competitive market, organizations face the challenge of delivering exceptional experiences. To capture and retain loyal customers, organizations need to become customer-centric. Listen to the episode to learn the steps companies can take to adopt this customer-focused approach and what mistakes to avoid during this transition.

Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader

Special Guest: Annette Franz, Founder, and CEO, CX Journey Inc.

In a world where customers seek seamless, transparent, and effortless service, it is crucial for organizations to strategize and work toward creating stand-out experiences that create loyal customers. Tune in to learn what steps companies should take today to enhance the customer experience, and which organizations are setting the bar for exceptional service.

Guest Speakers:

J.D. Power Expert: Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader

Shep Hyken, Customer Service and Experience Expert, Keynote Speaker, and NYT Bestselling Author

In the latest episode of the J.D. Power Travel & Hospitality Podcast, Michael Taylor and Andrea Stokes of J.D. Power discuss the key findings from the J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study.

Now in its 27th year, this annual study analyzes customer satisfaction across hotel brands and segments.

Highlights from the 2023 Study:

- Staff service scores reached their highest level yet, underscoring the critical impact of frontline employees on the guest experience. Increased hiring in the hospitality industry has led to improved satisfaction with hotel staff.

- Lobbies and common areas play an important role in shaping the perception of luxury hotels in particular. Modern, unique designs score highly for high-end brands.

- Value perception remains crucial. Guests who rated their room as an excellent or perfect value showed dramatically higher satisfaction scores. With room rates still elevated, value for money is top-of-mind.

Be sure to register for our upcoming webinar on September 20 to learn more 👉🏼 https://register.gotowebinar.com/register/8689642036711774556

On this episode of the Winning the Battle for Talent podcast, Scott Killingsworth, Director of Customer Service Advisory at J.D. Power, is joined by Anne Palmerine, Vice President, Customer Engagement and Enrollment Services at UPMC Health Plan, to discuss career advancement in customer service.

They explore identifying and building teams of strong performers, helping agents see their role as a first step in their career, and strategies for clearly defining career paths.

Consumers look to brands to provide advice and guidance. However, brands are under-delivering. Why? Traditional approaches aren’t sufficient to support the needs of the workforce and the changing expectations of consumers. The good news is that new technologies and strategies are now available to help brands close the gap.

Guest Speakers

Mike Vermillion, Senior Managing Director, Global Business Intelligence | J.D. Power

Jennifer White, Senior Director, Banking and Payments Intelligence | J.D. Power

Evan Siegel , Vice President, Financial Services and Business Development | eGain

No matter the industry, providing a great customer service experience is crucial for capturing customer support.

On this first episode in a series of National Conversations on the State of Customer Service J.D. Power experts, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader, and Jeffrey Conklin, Vice President of Utilities and TMT, identify the top customer service trends and explore how to develop a customer-centric approach.

On the latest episode of the J.D. Power Travel & Hospitality Intelligence Podcast, Michael Taylor and Andrea Stokes discuss the latest topics affecting the travel and hospitality industries, including:

— The hotel industry doesn't seem to be lowering room rates to stimulate demand, despite a less-than-ideal economic climate. In fact, hotel room rates were higher than May 2022 despite a virtually flat occupancy rate.

— Car rental companies are starting to price EVs at the lowest daily fee, with some travelers unaware. The results? Terrible.

— There is lots of buzz around generative AI. How is the travel and hospitality industry using it for travel planning and research?