Travel & Hospitality Intelligence

During this episode, our team continues diving into the tech support maturity model with a discussion around Strategy. Where do most companies fall in the maturity model when it comes to Strategy? What are high performing organizations doing to align their Strategy with the overall business strategy?   This podcast features a discussion with: -- Michael Vermillion, Vice President and General Manag...

During this episode, our team explores the Technology segment of our tech support maturity model. Where do most companies fall in the maturity model when it comes to Technology? What best practices are we seeing from high performers when it comes to performance management, survey tools, workforce management, and disaster recovery?   This podcast features a discussion with: -- Michael Vermillion, V...

During this episode, our team of J.D. Power Customer Service Advisory begins a discussion around the tech support maturity model. We focus first on Process. Where do most companies fall in the maturity model when it comes to Process? What do high performing organizations do to move forward?   This podcast features a discussion with: -- Michael Vermillion, Vice President and General Manager of J.D....

On this episode, our experts discuss empathy. What is empathy in relation to customer service? Why is it important? How do you distill it into your cultural? E9 features a discussion with: -- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power
 -- Alexandra Blum, Founder, Silver Lining Marketi...

J.D. Power Tech Support Podcast -- Meet the Speaker –- Mike Noeth by

J.D. Power Tech Support Podcast -- Meet the Speaker –- Greg Dickerson by

During this episode, our team of J.D. Power Customer Service Advisory experts explore technology support trends they’re seeing in 2022, how those are impacting organizations, and what we see top performers doing. Listen in to the conversation now. This podcast features a discussion with: -- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality Intelligence. -- M...

On the latest episode of “Winning the Battle for Talent,” our experts wrap up their four-part discussion around the four imperatives of the frontline supervisor during the "Great Resignation"(and beyond). Listen in as they discuss the final imperative. (And if you’ve missed the other three, don’t forget to catch up on those episodes.) E8 features a discussion with: -- Michael Vermillion, Senior Ma...

On the latest episode of “Winning the Battle for Talent,” our experts continue our four-part discussion around the four imperatives of the frontline supervisor during the "Great Resignation"(and beyond). Listen in as they discuss the third imperative. And if you’ve missed imperatives one and two, don’t forget to catch up on those episodes. E7 features a discussion with: -- Michael Vermillion, Seni...

On the latest episode of “Winning the Battle for Talent,” our experts continue our four-part discussion around the four imperatives of the frontline supervisor during the "Great Resignation"(and beyond). Listen in as they discuss the second imperative. E6 features a discussion with: -- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power -- Mark Miller, Practice L...

On the latest episode of “Winning the Battle for Talent,” our experts begin a 4 part discussion around the 4 Imperatives of the Frontline Supervisor During the Great Resignation (and Beyond). We start by digging into the first imperative: changing your mindset. EP5 features a discussion with: -- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power -- Mark Miller,...

Our latest episode of the podcast features a recent webinar conversation between J.D. Power Travel Intelligence Practice Lead, Michael Taylor, and Kate Sullivan, Deputy Director of Strategic Partnerships and Liz Moselle, Assistant Director of Guest Experience of Philadelphia Airport. The three discuss how PHL is using a new research technique, Passenger View, to gather the right data to make strat...

On the latest episode of “Winning the Battle for Talent,” our experts discuss: — What goes on in a person’s mind when they’re beginning to think about leaving an organization — The role of the supervisor when it comes to retention and ensuring employees aren’t burned out EP4 features a discussion with: 
 -- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality I...

At the end of 2021, our Customer Service experts took a look back at what technology support organizations did well and what best practices to take into 2022. Listen in to the conversation now. This podcast features a discussion with: 
 -- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality Intelligence. 
-- Mark Miller, Practice Leader, Customer Service Advis...

During the latest episode of the “Winning the Battle for Talent Podcast,” our experts discuss: — The evolution of the supervisor — How their role evolved with the work-at-home shift — How to support them so that they can support their agents EP3 features a discussion with: 
 -- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality Intelligence. 
-- Mark Miller,...

In what is being called “The Great Resignation,” millions of Americans have quit their jobs since the height of the pandemic. Some are looking for greener pastures elsewhere, others are dabbling with entrepreneurship, while others have just halted working entirely. During the latest episode of the “Winning the Battle for Talent Podcast,” our experts take a look at quit rate: — Why is it so high? —...

Retaining and engaging key talent has never been more critical. Welcome to Winning the Battle for Talent, the podcast where our J.D. Power Customer Service Experts discuss the latest trends and what companies are doing to improve people management, reduce attrition and most importantly, help their employees thrive. EP1 features a discussion with: -- Michael Vermillion, Vice President and General M...

Michael Taylor, Jennifer Corwin and Andrea Stokes of J.D. Power Travel and Hospitality Intelligence discuss the latest industry trends.

Michael Taylor, Jennifer Corwin and Andrea Stokes of J.D. Power Travel and Hospitality Intelligence discuss 2022 industry predictions.

Shopping online for cars was already taking hold of consumers before the pandemic, but it has exploded since life moved indoors and online. The data gathering that comes with online shopping is unprecedented, and allows for more in-depth analysis and prediction. With life beginning to return to normal, albeit very slowly, how can dealers capitalize on the opportunities afforded by online retailing...

J.D. Power Travel & Hospitality Podcast – Episode 36, October 2021 by

The used battery electric vehicle (BEV) marketplace will see a flood of new entries, more than 100, in the coming years. As more BEVs are placed on secondary marketplaces, many consumers will be interested in knowing the total cost of ownership. This will be especially true as the segment matures and purchasers shift from enthusiasts and early adopters to mainstream budget conscious buyers. J.D. P...

J.D. Power Travel & Hospitality Podcast – Episode 35, August 2021 by

Michael Taylor, Jennifer Corwin and Andrea Stokes of J.D. Power Travel and Hospitality Intelligence discuss the latest news and trends affecting the travel industry, including: -- J.D. Power 2021 Hotel Guest Satisfaction Results -- Covid-19 Mask mandate lawsuit, masks on airplanes, altercations as a result of mask practices -- Canada border re-opening for travel, European air travel resumption

Michael Taylor, Jennifer Corwin and Andrea Stokes of J.D. Power Travel and Hospitality Intelligence discuss the latest news and trends affecting the travel industry, including: -- Rental car shortage -- Staffing shortages impacting airlines/flights and hotel availability -- Hotel employee vaccine requirements