IntheChat

06/20/2019

InTheChat is now part of Pegasystems. Please follow us there for news and updates.

05/21/2019

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

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...

05/07/2019

New blog post: Hospitality and Case Studies

http://ow.ly/n0KD50tkoeo

05/06/2019

Benchmarks for customer service success:

"Customer expectations for digital are rising, and in a hyper-competitive market, it’s important to regularly benchmark your performance against your competitors."

Read:

Customer expectations for digital customer service are rising, and in a hyper-competitive market, it’s important to regularly benchmark your performance against your competitors so that you have a firm understanding of how you stack up. By measuring your...

05/02/2019

Infographic: and Hospitality 2019 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

04/30/2019

New blog post: companies struggling to retain 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

04/23/2019

New blog post: How to reduce 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

04/18/2019

New Blog Post: 5 Ways to Cut Costs in Your

"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-center/

04/16/2019

Important considerations for tackling 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

04/09/2019

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

04/04/2019

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

04/02/2019

New blog post: Big are worried about the threat posed by giants:

"The rising threat of 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-threat-posed-by-tech-giants/

Are Facebook, Amazon, Netflix and Google encroaching on the bank's territory?