IntheChat
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New blog post: How should hospitality prepare for the coming downturn (whenever it happens)? "Given that growth cannot be sustained for perpetuity, it is only rational to take stock and make a strategy for how to survive the coming downturn - regardless if it happens in 2019, 2020, or 2021. As Tea Ross, managing director for Strategic Hotel Consulting, has observed, it’s better to be preparing rather than to be repairing. Read more: http://ow.ly/QAhq50ulxcp #CX #strategy

New blog post: Hospitality and #Travel #Digital Case Studies http://ow.ly/n0KD50tkoeo #CX

Benchmarks for #digital customer service success: "Customer expectations for digital #CustomerService are rising, and in a hyper-competitive market, it’s important to regularly benchmark your performance against your competitors." Read: http://ow.ly/pGRI50tjlMC

Infographic: #Travel and Hospitality 2019 #Digital Trends "Few industries have been disrupted as quickly and as completely by digital technology as the travel industry. Ten years ago, the first travel apps were just being launched and the iPad was still a year away from its first release. But given that so far, 2019 has seen slowing economic growth and an uncertain economic outlook, how is the travel industry faring in this turbulent economic climate?" http://ow.ly/1wAJ50tkgIh

New blog post: #Insurance companies struggling to retain #customer loyalty might actually be punishing customer loyalty. "Findings from a 2018 study by Which? show that customers who stick with their current provider can pay a "loyalty penalty"." More: http://ow.ly/1IEf50q0tel

New blog post: How to reduce #agent turnover by improving agent experience "For contact centers, agent attrition is the biggest ongoing drain on budgets. Contact centers have an average turnover of 30%, and resignations cause 60% of turnover." Read: http://ow.ly/E0ox50q0tZE #EX

New Blog Post: 5 Ways to Cut Costs in Your #ContactCenter "In the past, we've talked the baseline benchmarks that companies need to meet to satisfy customers. Today we will look at ways contact centers can improve efficiency and lower costs." Read: https://inthechat.com/5-ways-to-cut-costs-in-your-contact-/ #CX

Important considerations for #schools tackling #digital woes: "With all these barriers in place, what action should higher learning institutions be taking to remove barriers and make their digital transformation goals a reality?" http://ow.ly/sqm750ov1su

The top 7 barriers to #digital transformation for post-secondary #education: http://ow.ly/f60a50ov0zS

New blog post: Students are frustrated with the poor state of digital in post-secondary: The problem that today's universities face is that educational institutions have not kept up with the pace of digital change. Today's students are more digitally literate than ever before, and the gap between what students expect to be able to accomplish digitally, and what educational institutions actually support, has never been bigger. Read more: http://ow.ly/QtJR50ouZcC

New blog post: Big #banks are worried about the threat posed by #tech giants: "The rising threat of #fintech 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 when he remarked that he is growing more concerned about FANG companies - Facebook, Amazon, Netflix and Google - getting into banking". https://inthechat.com/big-banks-are-worried-about-the-thre/

"I was taught that the way of progress was neither swift nor easy" #WomensHistoryMonth #Wisdom Wedsnesday

Important etiquette tips for #CustomerService on #social, live chat, and email: "However, remember that social media is a different format than phone, with its own norms and etiquette. So, what does effective social media customer service look like?" http://ow.ly/UPso50mDlAQ #CX