"Great customer service is [...] a systematic reinvention of established technology, data, and operations -- leveraging automation, data, and agents together to exploit each of their unique strengths."...
As I think about what to get excited about at HSMAI's Digital Marketing Strategy Conference 2019 taking place later this month in New York, the fast-evolving guest experience comes to mind....
Leisure travelers love to wait in lines, on-hold on phone calls, and spend a bunch of time on their device of choice researching and booking reservations, excursions, airport transfers, right?...
