On this episode of CMSWire TV’s Beyond the Call, CMSWire Editor-in-Chief Dom Nicastro (aka me) sits down with Katrina Fine, Senior Manager of Standards Transformation at Hyatt. Fine shares how her ...

Imagine walking into your favorite coffee shop, groggy and desperate for caffeine. You tap a kiosk, customize your latte in seconds, and breeze past the line to grab your order. No waiting, no ...

Robot assistant on modern hotel / office reception. The integration of Artificial Intelligence (AI) into the hospitality sector marks a significant shift in how hotels deliver customer service. In an ...

To say that customer experience is important might be the understatement of the decade—or at least of the previous few years. The business benefits of focusing on customer experience can't be ...

Generative AI is transforming hospitality with personalized guest experiences, optimized workforce management, and operational efficiency. Through smart rooms, predictive maintenance, and AI-driven ...

With years of hands-on experience working in cannabis dispensaries as a budtender, sales manager and director of vendor relations, I discovered that creating a “guest-like” experience—rather than ...

CXA enhances personalization. Customer experience automation uses real-time data and AI to deliver personalized, relevant experiences across multiple touchpoints. Scalable customer journeys. CXA ...

Opinions expressed by Entrepreneur contributors are their own. Despite massive investments of management time and money, customer satisfaction remains a frustrating pursuit in many organizations.

Whereas large language models (LLMs) attracted consumers well before enterprise users, SaaS platforms are driving the use of embedded AI agents to improve employee experience and productivity. AI ...

Victory Cruise Lines has appointed Rodney Bailey as vice president, guest experience, the company said in a press release. The role puts Bailey in charge of the holistic guest experience shoreside and ...

Today's communication with businesses are powered by emerging technologies and supported by humans. NICE Enlighten, a purpose-built AI for customer experience, has operations, agents, and customers ...