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An Industry Disruptor Talks Innovative Guest Experiences

Airbnb Forrester long

Total listings

3 million

Number of cities


Leisure travelers using Airbnb


“Before we had the Medallia platform, we did have some survey data and it was kind of interesting but…it was actually lots and lots of Excel spreadsheets that people used to read and try to decipher what were the themes coming out of it. Now we take a look at CX data at an individual level, at an aggregate level, on a team level, at a site level and… a global CX level… It’s just testament to having the data in a way that’s consumable and that helps us drive insights.”

– Aisling Hassell, Head of Global Customer Experience, Airbnb

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