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All resources for customer experience management on one page including, blog posts, news, and more

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Travel & Hospitality

CEMax solutions help hotel chains and leisure resorts meet a wide range of challenges.

Travel & Hospitality Challenges

The travel and hospitality industries are competitive and fast-moving. The hospitality industry was changed drastically by today's internet, mobile technology, and social media. Companies are faced with the challenge of providing the best customer experiences that will set them apart from their competitors. It’s never been easier to find and compare traveling services by rooms, travel costs, customer service, and customer experience.
By partnering with CEMax you will know your customers better than your competitors, you will use that knowledge to deliver a consistent and rewarding CX that keeps your customers loyal. You will be able to monitor and act upon customer experience through all communication types with one unified platform, helping you overcome unique travel and hospitality challenges.

Guest Experience

Offer a complete customer experience based on a comprehensive suite of services, including complaint management, surveys, and customer feedback.

Reduce Administrative Overlap

Define and implement internal standard operating procedures, to minimize the number of repetitive incident faults.

Guest Services

To handle ongoing guests’ requests, hotels need a fully automated workflow system designed to handle all guest service requests with immediate response times.

Loyalty and Churn

The increase in loyalty and reduction in churn are strategic goals for any hotel or leisure organization seeking to maintain and increase revenues from customer-driven services.

Complaint Management

Customer complaints flow in from various channels like: social media, email, phone calls, letters, text, and other channels. Companies need to make sure that each complaint is handled by the right department and the right person.

Dashboards & Analytics

Hotels & leisure professionals need to have access to a personalized dashboard in order to analyzes specific KPIs, alerts, and escalations to resolve bottlenecks and delays.

CEMax solution

A full application suite for the travel and hospitality industry

A modular application suite that can be implemented on the cloud or installed locally (on-the-premises). Our solution incorporates specific best practices and know-how for travel and hospitality. A specific project team can customize our solution to your needs. Learn more about CEMax offering:

Full Suite of Applications

CEMax solution delivers a full suite of applications that includes complaint management, surveys, service routing per guest based on predefined SLAs, and social media monitoring tools in one application platform and with no third-party add-ons.

True Omni-Channel

Enable customers to contact the organization through all communication types like: email, SMS, MMS, web, Phone, VM, letters, fax, social media, mobile, and more.

Automated Feedback Routing

Our adaptive workflow engine will make sure every feedback or complaint is being executed with the right SLA schedule and routed to the right people within the organization. Depending on the complaint type and other properties like location, regulation, customer sentiment, and other important characteristics, the machine learning workflow will create the tasks needed to resolve the complaint, assign the right people to each task, send email and other correspondence to people within the organization and to customers, track that every task will meet its deadline, and execute escalations when needed.

Simplified Communication

Correspondence will be sent automatically depending on the user needs or the workflow task being executed. Enable your employees to communicate directly with customers via our full-featured automatic correspondence engine.

Dashboard & Reports

View key performance indicators, get up-to-date status, open and pending tasks, reports or drill down to analyze data and perform root-cause analysis.

Customer Benefits

How CEMax can improve your customer experience and customer journey

Competitive Advantage

Know your customers better and deeper than your competition does. Deliver personalized information to employees and managers throughout the organization.

True Omni-Channel

Enable a true feedback dialog with customers through all communication types and lowering the barriers for customers to reach the organization. Customers can send feedback via traditional methods as well as Tweeter, Snapchat, Instagram and more.

Measuring Satisfaction

Measuring satisfaction along each end-to-end journey, rather than at discrete touch-points only, gives you a more comprehensive understanding of the customer experience and of what matters most to which customers.

Higher “Guest Value” Visibility

Identify guest value to promote a wide range of customer loyalty programs based on customer feedback, actual purchasing history, and preferences.

Holistic solution/ Lower TCO

Receive all your customers' experiences in one centralized hub, handling customer feedback, complaints, social media and more. Lower your operating TCO while gaining more customer clarity.

Standardize Service Activities

Streamline your services based on best practices and specific organization procedures, processes and policies.

Hear from CEMax about our offering travel and hospitality

Learn from CEMax how to become more customer-centric, reduce churn, gain competitive advantage, and gain customer insight. Learn how the CEMax solution can differentiate you from the competition.

Schedule a Demo

 

 

CEMax’s solutions for travel and hospitality

Please see our solution offering for your organization

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Complaint Management
CEM Solutions

Strengthen brand loyalty and promote a long-term customer life cycle

Learn more
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Voice of the Customer
VOC Solutions

Make sure the “customer voice” gets heard throughout the organization

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Case Management
CEC Solutions

Advanced case management supporting all communication types

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Social Monitor
Social Media Monitoring
CEM Solutions

Monitor your brand mentions on social media

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Knowledge Management
Solutions Addon

Empower employees and customers with right information at the right time

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Email Management
CEC Solutions

Simplify email management, boost service responsiveness

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NPS Dashboard
EFM Solutions
CEM Solutions

Act on customer feedback to deliver continuous improvement

Learn more
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Customer Engagement
CEC Solutions

Next-Generation customer service as a strategic differentiator

Learn more

Healthcare Resources

Blogs, News, Case Studies and other useful information

For more information about our solutions please see the following:

Blogs

CEMax blog posts, get insights on customer engagement, customer experience, and customer service

News

CEMax news, press releases, updates, new features, and up-to-date info about CEMax

Resources

All resources for customer experience management on one page including, blog posts, news, and more

Glossary

Glossary containing all relevant acronyms relating to customer service, CEM and CEC

Contact CEMax for a personal demo about our solutions