Transforming Customer Experience: Insights from Gila River Resorts and Casinos
ComOps recently held a live webinar in which Gila River Resorts and Casinos shared their journey of improving customer satisfaction through a comprehensive CX program. This initiative, developed in collaboration with ComOps and powered by the Medallia platform, provides valuable insights ....
The Roadmap to Exceptional Customer Experience: Why Customer Journey Mapping Matters
Crafting a remarkable customer experience is no longer a competitive advantage—it’s an expectation. Guests want more than just a smooth check-in or a comfortable stay; they crave interactions that feel personalized and seamless at every stage of their...
How CX Goals Fuel Growth and Customer Loyalty in Hospitality:
A Conversation with Medallia’s Jeff McHugh
Customer experience (CX) is no longer just a buzzword in the hospitality industry—it’s the compass that guides successful businesses. Setting specific CX goals alongside budgeting can transform how organizations prioritize resources, reduce inefficiencies, and....
Customer Experience Benchmarking: Unlocking Hotel Success to Dominate Your Market
The ability to outshine competitors isn’t just about offering better rooms or amenities. It’s about harnessing data to continuously improve. Benchmarking provides hotel owners and hoteliers with the insights they need to identify strengths, address weaknesses, and...
From Small Beginnings to Big Impact: The ComOps Culture Journey
At ComOps, culture isn’t just a buzzword—it’s the foundation of success. What began as a spark of an idea during a car ride has blossomed into a business dedicated to helping smaller organizations consolidate and optimize their...
The Truth About Call Center Outsourcing: Why It’s the Secret to Optimizing Hotel Operations
Let’s talk about outsourcing — the word that sometimes sends shivers down the spines of hoteliers. If “outsourcing your call center” has you picturing guests on hold or miscommunications with outsourced agents, it’s time to...
Cut Contact Center Costs & Maximize Profit Without Sacrificing Service
As budget season kicks into gear, hoteliers closely examine every facet of their operations to find cost-saving opportunities without compromising service. The contact center is one area often overlooked yet brimming with potential for ...
How AI Is Shaping Hotel Employee Recruitment and Retention
Recruiting and retaining talent in the hospitality industry has always been a challenge, especially as the demands of modern hotel operations increase. Artificial intelligence (AI) is emerging as a powerful solution to these challenges, offering...
Harnessing Real-Time Feedback to Elevate the Guest Experience
More than 96% of people hold the power to define a property’s reputation, for better or worse, in the palm of their hands. What if you could catch that moment before it spirals into a negative review? What if you could...
How to Boost Hotel Revenue with Itinerary-Based Reservations
by Sofya McIntosh
Welcome to the wonderful world of hotels and resorts, where comfort meets luxury, and every guest is treated like royalty (hopefully). But let’s face it—while your rooms might be pristine and your services impeccable, there’s a hidden...
Leveraging Guest Surveys and Mystery Shoppers for Unmatched Customer Feedback
Ever wonder why your local cafe suddenly started serving almond milk or why your favorite hotel now offers a pillow menu? It’s not magic, though it might feel that way when your morning latte hits just right. It’s the power of customer feedback...
3 Effective Strategies to Reduce Contact Center Abandonment
Missed calls represent potential lost business in today's highly competitive consumer-centric environment. This stark reality is particularly pressing for contact centers, where abandonment rates can directly impact...