Customer Experience Management at the Speed of Data: The New Frontier of Value Creation in HospitalityTechnology InnovationApril 2015Customer Experience Management (CEM) is about ensuring that guests receive consistently outstanding service no matter when and how they interact with the firm. With organizations now analyzing large volumes of data using a wide range of tools and technology, the frontier of CEM is rapidly advancing....
Verified Reviews: Do European Travelers Know (or Care)?Consumer TrendsApril 2015Whether they visit review sites, poll friends on Facebook, or compare guest reviews on a hotel or online travel agency (OTA) site, most travelers consult their peers as they plan their trips. Many hotel chains and OTAs have now adopted the approach of featuring only “verified reviews,” in which the...