Travel & Hospitality Intelligence

Enhancing your customer journey benefits both your customers and your organization. However, just like any recipe, if you jump in without meticulous planning, you may end up with lackluster results. Join J.D. Power experts on this episode of Innovating the Customer Experience Podcast, as they reveal the steps needed to achieve a successful transformation of your customer experience, including the...

Incentives can be a powerful tool for motivation among your team, as long as they are implemented thoughtfully. On the latest episode of the Innovating the Customer Experience podcast, our J.D. Power experts Michael Vermillion, Senior Managing Director, Global Business Intelligence, and Mark Miller, Customer Service Advisory Practice Leader, are joined by Uri Gneezy, Epstein Atkinson chair and man...

On this special customer service podcast episode, Humans in the Loop, J.D. Power expert Denese Waiters sits down with Elizabeth Wolverton, EVP and Head of Consumer Banking and Brand Experience at Synovus to discuss the importance of employee engagement, especially as brands ramp up their digital capabilities. Elizabeth shares the strategies that helped Synovous succeed across its multiple branches...

On this special customer service podcast episode, Humans in the Loop, J.D. Power expert Denese Waiters sits down with Elizabeth Wolverton, EVP and Head of Consumer Banking and Brand Experience at Synovus to discuss the importance of employee engagement, especially as brands ramp up their digital capabilities. Elizabeth shares the strategies that helped Synovous succeed across its multiple branches...

A dollar may not be worth as much as it used to be, but early signs show that summer travel promises to be busy and expensive, according to insights from the latest J.D. Power Travel & Hospitality Podcast. On the latest episode, Michael Taylor and Andrea Stokes discuss the latest J.D. Power #AirlineStudy results and the latest U.S. Travel Association and Oxford Economics partnership data, as well...

On this episode of Innovating the Customer Experience Podcast, our J.D. Power experts Michael Vermillion, Senior Managing Director, Global Business Intelligence, and Mark Miller, Customer Service Advisory Practice Leader, are joined by Lauren Pragoff, Chief Customer Officer at Medicat, to explore the benefits of active listening.

On the latest episode of the J.D. Power Travel & Hospitality Podcast, Brett Gruber, Executive Director of the Electric Vehicle Practice at J.D. Power, sits down with Michael Taylor and Andrea Stokes to discusses the importance of electric vehicles in the travel industry. Find out how the EV practice collects data from consumers who take electric vehicles on road trips and how hotels can optimize t...

In this episode of the Retail Customer Experience Trends Podcast Series, J.D. Power's Senior Managing Director, Rich Bongiorno, sits down with J.D. Power Consultants, Cody Wright, and Young Han, to explore the struggle brands are having with the challenging retail customer landscape, and discuss how leaders can adapt to address customer satisfaction.

On this episode of the J.D. Power Travel & Hospitality Intelligence Podcast, Michael Taylor and Andrea Stokes sit down with John Cabell, Director of the Wealth and Lending Intelligence at J.D. Power, to discuss travel reward credit cards. Key takeaways from the conversation: — Travel cards tend to have longer tenured customers and higher loyalty than regular bank cards. But the value of rewards ma...

On this episode of the J.D. Power Travel & Hospitality Intelligence Podcast, Michael Taylor and Andrea Stokes discuss the expected impact of the recession on the travel and hospitality industry. Andrea Stokes, Hospitality Practice Lead at J.D. Power, mentions that while layoffs have not yet occurred, companies are still hiring and workers have an advantage. Airfare prices are high, but not as high...

On this episode of Innovating the Customer Experience Podcast: Personalization, our J.D. Power experts Michael Vermillion, Senior Managing Director of Global Business Intelligence and Mark Miller, Customer Service Advisory Practice Leader, are joined by special guests Diane Chen and Caleb Hutchinson from Virsitil. On this episode they explore personalized marketing, also known as individual market...

It is no secret that anxiety has become a prevalent issue for many Americans, but how concerned should corporations be about stress in the workplace? And, more importantly, what can they do to address it? Episode 11 features a discussion with: -- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. P...

We’ve launched a new series that will focus on the experiences customers have with retail, or in-person, service experiences. Listen in to this first episode during which host Rich Bongiorno, senior managing director at J.D. Power, sits down with Cody Wright and Young Han, J.D. Power consultants specializing in Retail, to discuss key tech trends, including the rise and reliance on seamless automat...

In 2022, the nation’s airports and hotels were busy, still reeling in pent-up leisure travel from the pandemic. How will demand evolve going into 2023? Will business travel ever make a full return? In the latest episode of the J.D. Power Travel and Hospitality Podcast, Michael Taylor and Andrea Stokes offer predictions about where the travel and hospitality industry will be in 2023, based on J.D....

Leisure travel has been the primary driver of travel industry’s recovery, while business and international travel have lagged behind. To recover this sector of the industry, what can the industry do? On the podcast, Mageau explains how leisure travel driving the industry's recovery in 2022, as well as 2023 trends and business travel outlook. They also discuss how important travel is to the US econ...

In this highly competitive landscape, brands are searching for solutions to help them stand out and connect with customers and ultimately provide a better customer experience. On this episode of the "Innovating the Customer Experience" podcast, we take a look at how much a customer’s perception of a brand influences their experience with that brand and what brands are currently doing to reshape co...

Brands are facing evolving customer expectations, emerging technologies, and increased competition. "Innovating the Customer Experience" is a podcast series that helps professionals navigate these challenges. In this podcast, we will hear from customer experience thought leaders, game changers, and innovators who will give advice on how to plan ahead and strategize to meet the changing needs of cu...

Indianapolis International Airport ranked highest among medium-sized airports in the J.D. Power 2022 North America Airport Satisfaction Study. On the latest episode of the J.D. Power Travel & Hospitality Podcast, Mario Rodriguez, Executive Director of the Indianapolis Airport Authority, sits down for a one-on-one interview with Michael Taylor to talk about why the airport excels at satisfying pass...

On this month's episode of the J.D. Power Travel & Hospitality Podcast discuss the current state of the travel industry and what travelers can expect during the holiday travel season. The J.D. Power Travel & Hospitality Podcast is a monthly podcast that delves into the latest news and trends affecting the travel industry. SUBSCRIBE NOW and get the latest podcasts sent directly to your favorite pod...

Andrea Melotti of Hard Rock International | J.D. Power Travel & Hospitality Podcast | EP 43 by

✈️ No bag fees. No assigned seats. No problem! Southwest Airlines ranked highest in customer satisfaction for the economy/basic economy segment in the J.D. Power 2022 North America Airline Satisfaction Study. On the latest episode of the J.D. Power Travel & Hospitality Podcast, Andrew Watterson, Executive Vice President and Chief Commercial Officer for Southwest Airlines, sits down for a one-on-on...

Customers are experiencing sticker shock, limited availability and longer service wait times at the rental car counter. It is likely these conditions will continue into 2022, Tyson Jominy, VP of Data & Analytics for J.D. Power's Global Automotive division, tells Michael Taylor on the J.D. Power Travel & Hospitality Podcast. The J.D. Power Travel & Hospitality Podcast is a monthly podcast that delv...

On the latest episode of “Winning the Battle for Talent,” our team of J.D. Power Customer Service Advisory experts discuss “ghosting” when it comes to employment: What is it, who is doing it, why is it happening, and what can organizations do to address it? Episode 10 features a discussion with: 
-- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power
 -- Mark Mil...

On the latest episode of the J.D. Power Travel & Hospitality Podcast, Chief Customer Officer for American Airlines, Alison Taylor, sits down for a one-on-one interview. This episode explores the latest mask mandate changes, ways to keep travelers engaged with an airline brand, and what to expect in the future for air travel. The J.D. Power Travel & Hospitality Podcast is a monthly podcast that del...

During this episode, our team continues their discussion around the tech support maturity model, this time focusing on People. Where do most companies fall in the maturity model when it comes to their People? What best practices are high performing organizations deploying?   This podcast features a discussion with: -- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Ho...