Author: Anna Kreider

How should hospitality prepare for the coming downturn (whenever it happens)?

In a period of turbulent and uncertain economic outlook, there is growing concern about whether the hospitality industry should be preparing for a coming recession. The problem is that the economic indicators analysts commonly look to make predictions…

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Hospitality and Travel Digital Case Studies

This is the second post in our three-part series on digital trends in the travel and hospitality sector. In our first post, we discussed overall travel industry trends, as well as specific airline and hotel travel trends. Today,…

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Infographic: Travel and Hospitality 2019 Digital Trends

It’s May, which means that Spring is well and truly here, which means the summer travel season is just around the corner! According to a survey by “Ask Your Target Market”, July is the most popular month for…

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Insurance companies struggling to retain customers might actually be punishing customer loyalty

Findings from a 2018 study by Which? – a UK organization that provides consumer insurance information, advice and recommendations – show that customers who choose to stick with their current home insurance provider can actually end up paying a…

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How to reduce agent turnover by improving agent experience

For most contact centers, agent attrition is the biggest ongoing drain on budgets. Contact centers have an average turnover rate of 30%, with employee resignation attributing to  60% of the cause of turnover. Recruiting, hiring and training the…

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5 ways to cut costs in your contact center

Contact center efficiency is always a top concern for contact centers, looking to handle ever-increasing contact volume without burning out already stressed agents. In the past, we’ve talked about improving customer experience benchmarks, and the baseline benchmarks that companies…

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Important considerations for schools tackling digital woes

This is the third post in a three-part series on digital transformation in post-secondary education. In our first post, we examined the poor state of digital transformation at post-secondary educational institutions and the biggest factors driving the need for…

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The top 7 barriers to digital transformation for post-secondary education

In our last post, we examined the poor state of digital transformation at post-secondary educational institutions. Currently, the biggest factors driving the need for digital transformation are: Increased competition for higher learning institutions through increased numbers of schools…

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Students are frustrated with the poor state of digital in post-secondary

When speaking about the challenges of digital transformation in a rapidly-evolving market, the business/customer relationship is often the focus. However, we tend to forget that digital transformation is a conversation that is also of vital importance within education….

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Big banks are worried about the threat posed by tech giants

The rising threat of fintechs to the financial industry is hardly new, but it seems that increasingly, large banks are worrying about tech companies encroaching on customer financial decisions. Royal Bank of Canada’s Dave McKay recently made news…

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