Travel & Hospitality Intelligence

Insurers can’t control the weather, but they can control how they communicate policy coverage with their customers. In episode 2 of the Insurance Intelligence Podcast, our experts explore how changing weather is affecting insurance carriers and their end customers. Tune in now. **This Episode Covers:** - Evolving weather patterns. - Challenges weather brings to every stage of the customer lifecycl...

Is revenge travel still happening in 2024?Join Mike Taylor and Andrea Stokes in the latest Travel & Hospitality Podcast episode where they are unpacking:- Latest updates to the J.D. Power 2024 North America Airline Satisfaction Study- New enhancements on J.D. Power Passenger View- Summer travel trends and the state of business and group travel- Hotel industry insights: Are luxury splurges driv...

We're excited to announce the premiere of our new podcast series, The Insurance Intelligence Podcast, with our first episode, "Industry Forecast: Who Will Win and Lose in 2024?" Dive into the trends shaping the future of the insurance industry with our expert panel. This Episode Covers: - The resurgence of insurance shopping and its impact. - The critical role of trust in customer relationships. -...

Join host Andrea Stokes as we explore Margaritaville's impressive journey from a restaurant chain to a global hospitality titan, featuring Dan Leonard, president, and Amy Noland, senior director of reputation and quality assurance, of Margaritaville Hospitality. Discover how in just more than a decade, Margaritaville launched 40+ lodging experiences and became #1 in the Upper Upscale segment. Lear...

Mike Taylor and Andrea Stokes offer an insightful overview of the preliminary findings from the 2024 North America Airline Satisfaction Study and the 2024 North America Hotel Guest Satisfaction Index. Discover which trends are currently influencing satisfaction levels and learn how brands are adapting to these early insights. There’s still time for changes before the final results are published, m...

On the latest episode of the J.D. Power Travel & Hospitality Intelligence Podcast, hosts Michael Taylor and Andrea Stokes discuss their travel and hospitality industry predictions for 2024. Mike discusses predictions for airlines, airports and rental cars; Andrea discusses hotels and business travel

On the latest episode of the J.D. Power Travel & Hospitality Intelligence Podcast, hosts Michael Taylor and Andrea Stokes review their 2023 predictions for the travel industry and share a sneak peek at some of their 2024 forecasts.- Mike predicted slowing air travel demand and moderating prices in 2023, due to inflation. He noted airlines are still facing full flights and limited routes, despi...

In this excerpt from Coffee Talk with Brohawk, Denese Waiters joins host Mark Brody to talk about the findings from our inaugural U.S. Cross-Industry Customer Service Experience Study. She takes a look at how customers evaluate their experience with brands across industries and provides recommendations for improvements that can be made to exceed customer expectations.

In this excerpt from Coffee Talk with Brohawk, Denese Waiters joins host Mark Brody to talk about the findings from our inaugural U.S. Cross-Industry Customer Service Experience Study. She takes a look at how customers evaluate their experience with brands across industries and provides recommendations for improvements that can be made to exceed customer expectations.

In the eighth episode of our national conversation series on customer service, Denese Waiters, Director of Customer Service Advisory and Omnichannel Practice Leader at J.D. Power, is joined by Jon Picoult, Founder & Principal of Watermark Consulting, author, and customer experience expert. Together they discuss the ROI of customer experience and building the business case for customer centricity....

Get ready for an exclusive preview of the holiday travel season on the latest episode of the J.D. Power Travel & Hospitality Intelligence Podcast! Hosted by Michael Taylor and Andrea Stokes. As the holiday season approaches, hotels are gearing up to attract both locals and visitors with special events. Meanwhile, airports and airlines are entering the travel period where the TSA begins forecasting...

The results of the J.D. Power 2023 U.S. Travel App and Travel Website Satisfaction Studies are here! On the latest J.D. Power Travel & Hospitality Intelligence Podcast, Michael Taylor and Andrea Stokes sit down with Amit Aggarwal, managing director of digital solutions for J.D. Power, to discuss the final results of the studies. Some highlights from the study: - What is being done well across most...

In the seventh episode of our national conversation series on customer service, Denese Waiters, Director of Customer Service Advisory and Omnichannel Practice Leader at J.D. Power, is joined by Jay Baer, a renowned entrepreneur, author, and customer experience expert. Together they discuss the evolving landscape of customer expectations, the importance of speed and responsiveness, and the role of...

In the sixth episode of our series on the State of Customer Service, Denese Waiters, Director of Customer Service Advisory, and Omnichannel Practice Leader at J.D. Power, is joined by keynote speaker and customer experience consultant, Dan Gingiss. Dan leveraged lessons learned during his extensive career spanning over 20 years in corporate America, including a role he held during which his organi...

Ahead of the release of the J.D. Power Travel App and Travel Web studies, listen to Michael Taylor and Andrea Stokes of J.D. Power Travel & Hospitality Intelligence explain what makes an exceptional web and mobile app experience in the travel industry. Mobile apps continue to grow in use and importance in the travel industry. They are a key driver of satisfaction with the overall travel experience...

On the fifth episode in a series of National Conversations on the State of Customer Service J.D. Power expert, Denese Waiters, Director, Customer Service Advisory, and Omnichannel Practice Leader is joined by special guest Blake Morgan, “the queen of customer experience,”. Listen in as she breaks down what the modern customer looks like in today’s world, mistakes companies need to avoid when devel...

In the fourth installment in a series of National Conversations on the State of Customer Service J.D. Power expert, Denese Waiters, Director, Customer Service Advisory, and Omnichannel Practice Leader is joined by special guest Jeff Sheehan, CX Author and Leader. Together they discuss the connection between military tactical planning and the strategies needed to create satisfied customers. Host: J...

Ahead of the release of the J.D. Power 2023 North America Airport Satisfaction Study, listen to Michael Taylor, Practice Lead for J.D. Power Travel & Hospitality Intelligence explain optimal airport designs. What makes a great airport? Some insights from Mike: -- You can design an airport for planes or for people/ -- A little distraction for the eye can be a good thing, especially in high traffic...

To meet the ever-increasing expectations of customers and thrive in this competitive market, organizations face the challenge of delivering exceptional experiences. To capture and retain loyal customers, organizations need to become customer-centric. Listen to the episode to learn the steps companies can take to adopt this customer-focused approach and what mistakes to avoid during this transition...

In a world where customers seek seamless, transparent, and effortless service, it is crucial for organizations to strategize and work toward creating stand-out experiences that create loyal customers. Tune in to learn what steps companies should take today to enhance the customer experience, and which organizations are setting the bar for exceptional service. Guest Speakers: J.D. Power Expert: Den...

In the latest episode of the J.D. Power Travel & Hospitality Podcast, Michael Taylor and Andrea Stokes of J.D. Power discuss the key findings from the J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study. Now in its 27th year, this annual study analyzes customer satisfaction across hotel brands and segments. Highlights from the 2023 Study: - Staff service scores reached their...

On this episode of the Winning the Battle for Talent podcast, Scott Killingsworth, Director of Customer Service Advisory at J.D. Power, is joined by Anne Palmerine, Vice President, Customer Engagement and Enrollment Services at UPMC Health Plan, to discuss career advancement in customer service. They explore identifying and building teams of strong performers, helping agents see their role as a fi...

Consumers look to brands to provide advice and guidance. However, brands are under-delivering. Why? Traditional approaches aren’t sufficient to support the needs of the workforce and the changing expectations of consumers. The good news is that new technologies and strategies are now available to help brands close the gap. Guest Speakers Mike Vermillion, Senior Managing Director, Global Business I...

No matter the industry, providing a great customer service experience is crucial for capturing customer support. On this first episode in a series of National Conversations on the State of Customer Service J.D. Power experts, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader, and Jeffrey Conklin, Vice President of Utilities and TMT, identify the top customer servi...

On the latest episode of the J.D. Power Travel & Hospitality Intelligence Podcast, Michael Taylor and Andrea Stokes discuss the latest topics affecting the travel and hospitality industries, including: — The hotel industry doesn't seem to be lowering room rates to stimulate demand, despite a less-than-ideal economic climate. In fact, hotel room rates were higher than May 2022 despite a virtually f...