Current Situation
Most hospitality and travel operators use old, disconnected CX KPIs even as new engagement processes emerge. Traditional NPS only reflects guests surveyed and does not identify the dissatisfied guests that depress profits and guest retention. Opportunities to design and implement optimal corrective actions and innovate processes are lost especially as third-party delivery and booking platforms continue to account for large portions of sales/bookings.
Goals and Objectives
Accurately measure performance and control of processes that deliver guest experience, identify the levers that drive process quality, and proactively manage processes to achieve CX objectives. Analyze dwell times in on-property locations to determine best use of digital signage and marketing materials. Use outcome metrics to prioritize efforts to enhance CX and improve engagement processes and drive sales/engagement while guests are onsite/on-property to drive direct sales/engagement.
Technology Deployed
360-degree omni-channel CRM, AI, analytics, NLP, loyalty apps, mobile devices, and social media, network and connectivity systems, and CDP
Use Case Summary
Measure CX and experiential retail processes that drive retailers to support guest/traveler experience personalization at scale and in real time across multiple channels. Connect CX outcomes to processes with passive metrics such as customer effort score (CES) and apply root cause analysis to NPS and CSAT scores. Correct processes and products that dissatisfy guests and depress loyalty.