Travel & Hospitality Intelligence

Enhancing your customer journey benefits both your customers and your organization.

However, just like any recipe, if you jump in without meticulous planning, you may end up with lackluster results.

Join J.D. Power experts on this episode of Innovating the Customer Experience Podcast, as they reveal the steps needed to achieve a successful transformation of your customer experience, including the challenges and tactics involved, how to implement them, and the positive impact this transformation can have on your bottom line.

This episode features a discussion with:

-- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power

-- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power

-- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power

Incentives can be a powerful tool for motivation among your team, as long as they are implemented thoughtfully. On the latest episode of the Innovating the Customer Experience podcast, our J.D. Power experts Michael Vermillion, Senior Managing Director, Global Business Intelligence, and Mark Miller, Customer Service Advisory Practice Leader, are joined by Uri Gneezy, Epstein Atkinson chair and management leadership and professor of economics and strategy at the University of California San Diego. Don't miss out on their insightful conversation about the power of incentives and their expert advice on creating long-lasting incentive programs.

On this special customer service podcast episode, Humans in the Loop, J.D. Power expert Denese Waiters sits down with Elizabeth Wolverton, EVP and Head of Consumer Banking and Brand Experience at Synovus to discuss the importance of employee engagement, especially as brands ramp up their digital capabilities. Elizabeth shares the strategies that helped Synovous succeed across its multiple branches. Listen to the full episode to learn more about the benefits of transforming the employee experience.

On this special customer service podcast episode, Humans in the Loop, J.D. Power expert Denese Waiters sits down with Elizabeth Wolverton, EVP and Head of Consumer Banking and Brand Experience at Synovus to discuss the importance of employee engagement, especially as brands ramp up their digital capabilities. Elizabeth shares the strategies that helped Synovous succeed across its multiple branches. Listen to the full episode to learn more about the benefits of transforming the employee experience.

A dollar may not be worth as much as it used to be, but early signs show that summer travel promises to be busy and expensive, according to insights from the latest J.D. Power Travel & Hospitality Podcast.

On the latest episode, Michael Taylor and Andrea Stokes discuss the latest J.D. Power #AirlineStudy results and the latest U.S. Travel Association and Oxford Economics partnership data, as well as an outlook for the summer travel season.

On this episode of Innovating the Customer Experience Podcast, our J.D. Power experts Michael Vermillion, Senior Managing Director, Global Business Intelligence, and Mark Miller, Customer Service Advisory Practice Leader, are joined by Lauren Pragoff, Chief Customer Officer at Medicat, to explore the benefits of active listening.

On the latest episode of the J.D. Power Travel & Hospitality Podcast, Brett Gruber, Executive Director of the Electric Vehicle Practice at J.D. Power, sits down with Michael Taylor and Andrea Stokes to discusses the importance of electric vehicles in the travel industry.

Find out how the EV practice collects data from consumers who take electric vehicles on road trips and how hotels can optimize their properties to take in guests with EVs.

In this episode of the Retail Customer Experience Trends Podcast Series, J.D. Power's Senior Managing Director, Rich Bongiorno, sits down with J.D. Power Consultants, Cody Wright, and Young Han, to explore the struggle brands are having with the challenging retail customer landscape, and discuss how leaders can adapt to address customer satisfaction.

On this episode of the J.D. Power Travel & Hospitality Intelligence Podcast, Michael Taylor and Andrea Stokes sit down with John Cabell, Director of the Wealth and Lending Intelligence at J.D. Power, to discuss travel reward credit cards.

Key takeaways from the conversation:

— Travel cards tend to have longer tenured customers and higher loyalty than regular bank cards. But the value of rewards may not be perceived as valuable by all cardholders.

— Banks benefit from the brand synergy of partnering with travel companies for co-branded cards. But not all travel cards offer the same level of rewards and benefits.

Learn more by listening to the full podcast episode.

On this episode of the J.D. Power Travel & Hospitality Intelligence Podcast, Michael Taylor and Andrea Stokes discuss the expected impact of the recession on the travel and hospitality industry.

Andrea Stokes, Hospitality Practice Lead at J.D. Power, mentions that while layoffs have not yet occurred, companies are still hiring and workers have an advantage.

Airfare prices are high, but not as high as they were in 2019. The biggest swing factor for the hospitality industry is business travel.

The team discusses business travel and how it has been recovering since the pandemic. Michael mentions that businesses are still sending employees on business trips, but that different types of business trips are returning more slowly than before.

The two discuss safety of flying and how it is much safer than other forms of travel. They also discusses the safety of aircraft manufacturers and how they are able to reverse engineer accidents and prevent them from happening again.