Customer experience has always been a critical area of focus in the hospitality industry, but rising customer expectations have now made it more important than ever. 90% of guests expect a personalized experience based on choices they’ve indicated prior to arrival.

The good news is, the keys to personalizing the hospitality customer experience are hidden in plain sight – in the contact center. As guests interact with hospitality brands via website chats, emails and phone calls, a multitude of data comes streaming into the contact center. This data contains a wealth of information that can be mined to increase personalization.

However, many hospitality companies struggle with analyzing this data. In fact, only 2% of voice of the customer data is analyzed by the average organization.

Using our intuitive and easy-to-use analytics platform, businesses can analyze 100% of customer interactions taking place in the contact center. Our custom dashboards can you help track critical KPIs including overall customer sentiment and Net Promoter Scores. This powerful data allows you to pinpoint your most loyal customers and identify areas for improvement in the customer experience journey.

Read on to learn how Calabrio has helped companies increase customer satisfaction scores across the board. You may also enjoy our ebook which shares 8 ways hospitality companies can improve the customer experience.