Support and Customer Service

Enhancing the Customer Experience

There is often a fundamental disconnect between what business decision-makers see as the goals of Customer Experience (CX) initiatives, and how it is seen by the front-line, customer-facing staff who are responsible for actually carrying out those initiatives. CX initiatives often revolve around utilizing big data and analytics tools to drive a deeper and more granular understanding of customers and potential customers, information which will ultimately inform marketing and distribution decisions. That level of knowledge also informs how front-line employees interact with customers. Data from hotel price comparison platform HotelsCombined shows that 22 percent of American business travelers like to…