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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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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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The Importance of Gender-Neutral Language for Customer Service

Attitudes toward what constitutes good customer service are always changing, because they are rooted in a culture that is always changing. Today, companies find themselves having to think about how they present themselves in entirely new ways, because…

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The importance of live chat for digital customer service

As digital customer service increasingly becomes the norm, live chat is quickly growing in popularity as a customer support channel. According to Forrester’s Kate Leggett: Chat offers many benefits to the customer: companies can quickly connect customers to…

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