Travel & Hospitality

Deliver unforgettable experiences to every guest, every time

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Create the Best and Most Memorable Experiences Possible

Whether it’s customers, employees, or franchisees, Medallia understands they have complex and varied journeys. We can help boost NPS, increase online booking conversion, and foster employee engagement.

“Empowering our frontline employees with insights...enables our hotels to truly understand and connect with our guests, as we strive to always exceed their expectations, and create great value”

SCOTT TABER

SVP of Rooms, Four Seasons

Learn how Four Seasons used Medallia to Increase NPS

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HOTELS

Make every stay unforgettable

Deliver personalized experiences and boost guest satisfaction through real-time insights and engagement

Gain a holistic view of the guest’s journey, from their first stay to return visits, uncover friction points and enable prompt service recovery in real-time.

Engage guests via messaging/SMS to optimize service experience during their stays

Test out new ideas and continuously innovate based on guest sentiments for operational improvement.

Manage property’s social presence by driving verified customers to leave feedback across the most popular review sites. Promptly address problematic feedback in one unified view and coordinate efforts to make things right for guests.

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LEISURE

Exceed guest expectations

Capture experience signals and uncover opportunities to delight your guests

Collect customer experience signals across any channel and combine experience data with operational data to enable a holistic view of the customer and all interactions, such as call center support and booking history.

Uncover insights, identify risks, and find opportunities to innovate based on customer feedback. Make decisions using real-time data and AI-based recommendations.

Engage and empower employees by enabling frontline agents and call center reps to provide ideas and suggestions on customer experience.

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AIRLINES

Turn passengers into frequent flyers

Predict and prioritize the actions needed to improve passenger and employee experiences on the fly

Identify what actions will have the biggest impact on the passenger’s experience to drive loyalty and increase PRASM while uncovering opportunities to reduce CASM

Map real-time CX insights to the right team at the right airport to uncover opportunities for innovation while prioritizing the issues that must be resolved first

Enable every employee, from booking agents to contact center agents and cabin crews, to adapt on the fly and enhance the passenger’s experience in the moment

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