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Navigating the Future of Travel & Hospitality: How Digital CX Solutions Can Combat Common Pain Points

 

Women Leading Travel & Hospitality sat down with Jasmine Walia, Global Market Leader for Travel, Hospitality & Entertainment, and Kristin Butler, VP of Solution Sales, to discuss three common pain points in the Travel & Hospitality industry and their advice on how to combat them by partnering with a digital CX provider like Alorica that delivers end-to-end Contact Center as a Service (CCaaS) capabilities spanning the entire traveler lifecycle. Here’s what they had to say...

Challenge #1: Trying not to get overwhelmed by emerging technology and knowing where to start

Many clients are intimidated by new technology but know that you must get into AI fast to provide optimal customer experiences (CX) at every touchpoint or you’ll be left behind. Jasmine advises that while you’re researching technology solutions, make sure you’re gleaning the right kind of data so when you’re ready to deploy generative AI, you can measure the highest value impact.

Challenge #2: Managing budgets efficiently in a tough economy without sacrificing the right technology

Cutting costs may seem appealing but Jasmine warns that you must weigh whether those cost savings will hurt the customer experience and ultimately profit margins. Many technology solutions can help save money while improving CX. Jasmine points out that with a strong domestic, nearshore, and offshore footprint, global CX companies like Alorica have the proficiency and scale to provide 24/7/365 customer care through voice, chat, back-office support and more.

Challenge #3: Understanding how individual CX touchpoints can have a downstream impact on the customer

Providing analytics that give deep visibility into the customer journey is a critical piece of Alorica’s strategic partnership. Kristin shares that you can engage digital solutions to identify all customer touchpoints, then use those behavioral insights to move the needle on key metrics such as average handle time (AHT), customer satisfaction and LTV.

With an industry-leading company culture that puts their CX workforce at the top, Jasmine and Kristin highlight that Alorica sets itself apart by focusing on continuous learning and customized client strategy roadmaps to ensure that every customer gets the insanely great experience they expect. Because of this commitment, Jasmine and Kristin have led Alorica to double its travel clients over the last 2 years, making it one of the fastest growing verticals.  

 


 

Watch the full interview here: https://vimeo.com/882276312?share=copy

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