Feature Story

What an Experience Operations Team Means for Client Success

We spoke with Melanie Romeo, Senior Project Manager on the team supporting the Ocean Medallion experience with Carnival Corporation, to discuss the role Experience Operations plays in today’s hospitality environment.

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How Understanding the Customer Journey Creates Better Brands

The customer journey maps out the customer experience — from the first engagement to the final transaction and beyond — giving companies a deeper understanding of the needs of their markets. Successful businesses focus on streamlining and individualizing the customer journey, creating memorable experiences that keep customers coming back.

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7 Tips to Creating the Ultimate Customer Experience

The customer experience (CX) needs to be a top priority for businesses preparing for the new year. Customers have more power than ever at their fingertips to voice their opinions about brands online. This can paint your brand in a positive light or a negative one if your customers are unhappy.

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Carnival Continues to Innovate the Guest Experience

Truly revolutionary hospitality and tourism brands aren’t afraid to think big. The world’s largest cruise vacation company, Carnival Corporation, is dedicated to creating a future of unmatched hyper-personalized services for its guests.

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Holiday Recommendations: Using Big Data to Keep Up with Consumer Preferences

With the holiday season approaching, consumers are looking to eat, drink, and be merry. To keep up with changing tastes during the festivities, restaurant and dining brands can cook up better insight into customer preferences through machine learning and Big Data analysis.

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Customers Know What They Want — Does Your Development Team?

Who understands the needs of customers better? Software developers …. or the customers themselves? The answer should be obvious, but it’s something that businesses can forget when working at breakneck speeds to deploy a new product.

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Breaking the Chain of Command

Sometimes finding the right team for a project can mean looking outside your organization. Especially when it comes to deploying new services, it can make a lot of sense to seek a strategic partnership that can field teams with the right mix of skills.

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Trick or Treat: Using Digital Technology to Help Guests Avoid Unpleasant Surprises

For today’s hotel brands, personalization has never been more important. The act of welcoming guests has gone beyond simple greetings and fresh cookies; it now includes keeping track of their preferences and providing them with a hyper-personalized experience.

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Building the Best Experience Operations Teams

Successful companies are taking customer experience (CX) management to the next level by building an Experience Operations model in their corporate structures. The goal: Transforming the customer experience into something magical.

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Using Big Data to Drive Restaurant Innovation

In the restaurant industry, machine learning is poised to deliver innovative advances at every point in the supply chain.

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