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  • Report MSC Cruises Seeks To Transform The Guest Experience With Emerging Tech

    To Create The Cruise Ship Of The Future, MSC Is Blending Physical And Digital Experiences
    September 29, 2017 | Joana van den Brink-Quintanilha, Alex Causey

    MSC Cruises is investing €9 billion in building a fleet of new ships equipped with advanced new customer-facing technology and has just launched the first of them: MSC Meraviglia. We spoke with...

  • Report Brief: The Demise Of The Chinese Group Tour

    Metro China's Travelers Are Going Independent — Are You Ready For Them?
    October 13, 2016 | Riccardo Pasto, Ryan Hart

    Over the past 15 years, China's outbound tourism has changed dramatically and grown to become the largest in the world. Chinese travelers are now younger, more confident, and have higher...

  • Report Brief: Disney Leads The Charge Across The Digital-Physical Divide

    The Magic Kingdom's $1 Billion Bet On Technology Signals A New Era Of Digitally Enhanced Customer Experiences
    April 24, 2014 | Tony Costa

    Disney has spent $1 billion on MyMagic+, a next-generation technology-fueled customer experience that transforms the way its guests play, stay, and pay at the "most magical place on Earth." Disney...

  • Report Case Study: Mandarin Oriental Creates A Brand-Appropriate Mobile Experience

    The Hotel Group Provides Luxury Travelers With A Customized Mobile Web Site
    June 8, 2010 | Vidya L. Drego

    Mandarin Oriental Hotel Group (MOHG) noticed that a growing percentage of its Web traffic came from mobile devices. To address a growing need, the team partnered with Siteworx to design and build a...

  • Report Building Spanish Consumers' Trust In Travel Sites

    Forrester's Web Site Review Methodology Uncovers Usability Flaws That Undermine Trust
    February 26, 2008 | Marta Baigorri

    An evaluation of four leading Spanish travel sites — Vueling, Expedia, eDreams, and Atrapalo — shows a consistent failure to provide effective contextual help and information about security...

  • Report Self-Service Check-In Clicks With Travelers

    Mobile Check-In And Better Merchandising Will Increase Self-Service Appeal
    February 23, 2007 | Henry H. Harteveldt, Sarah Rotman Epps

    Lower-margin leisure travelers have embraced self-service check-in — kiosks and online check-in applications — helping airlines improve operational efficiencies and reduce passenger processing...