Welcome to the Customer Experience Exchange for Travel and Hospitality Resource Library! On this page you'll find some of our top featured content, or click on the category links below to find more free resources and industry insights.
Interviews with Industry Leaders
Interview: Seth Ellison, President, Levi's
One of the key challenges CX professionals face is building the best business case to present to the board. As President of Levi's Europe, Seth takes you through exactly what he expects his teams to bring to him when asking for investment into CX initiatives.
Interview: Marko Hein, Senior Director, Digital Solutions, Lego
In this exclusive interview Marko talks about delivering a fantastic experience for its consumers in the online world, and reflecting the brand values of a well loved organization through digital means
Interview: Jean Marc Codsi, VP Global Custoner Experience, eBay
In this exclusive interview Jean-Marc talks about the importance of building trust in an organization such as eBay and why honesty is always the best policy with customers.
Interview: Sarah Curran, Luxury Director, Shop Direct
In this insightful interview, Sarah talks through the important characteristics of building an online store, and how to effectively map the customer journey online.
How QVC Engages With Customers Through a Differentiated Discovery Driven Shopping Experience
David Zimmerman, Director of Global Customer Experience, QVC sat down with the CX Network to discuss how QVC engage with customers through a differentiated discovery driven shopping experience, which fundamentally differs from traditional brick-and-mortar or ecommerce retail experiences. A great read!
Ways in Which Build-A-Bear Workshop Utilises Digital to Extend Customer Engagement Beyond In-Store Experiences
Brian Sawyer, Senior Managing Director - Digital, Build-A-Bear Workshop spoke to the CX Network about the need for retail brands to deliver constant and elevated in-store experiences as the key differentiator due to the growth in e-commerce, the impact of the rapid growth of mobile on the industry, and how brands can utilize digital to extend the customer engagement beyond physical environments. A must read!