On this special customer service podcast episode, Humans in the Loop, J.D. Power expert Denese Waiters sits down with Elizabeth Wolverton, EVP and Head of Consumer Banking and Brand Experience at Synovus to discuss the importance of employee engagement, especially as brands ramp up their digital capabilities. Elizabeth shares the strategies that helped Synovous succeed across its multiple branches. Listen to the full episode to learn more about the benefits of transforming the employee experience.

Humans in the Loop Feat. Elizabeth Wolverton of Synovus

In this excerpt from Coffee Talk with Brohawk, Denese Waiters joins host Mark Brody to talk about the findings from our inaugural U.S. Cross-Industry Customer Service Experience Study. She takes a look at how customers evaluate their experience with brands across industries and provides recommendations for improvements that can be made to exceed customer expectations.

The Results Are In: The 2023 Cross-Industry Customer Service Experience Study

On the latest episode of the J.D. Power Travel & Hospitality Intelligence Podcast, hosts Michael Taylor and Andrea Stokes review their 2023 predictions for the travel industry and share a sneak peek at some of their 2024 forecasts.

- Mike predicted slowing air travel demand and moderating prices in 2023, due to inflation. He noted airlines are still facing full flights and limited routes, despite strong cash reserves.
- Andrea predicted hotel room rates would moderate slightly in 2023 as consumers reduce leisure spending amidst inflation, but likely rebound for holidays. She foresaw continued staffing challenges and bottom-line stability for hotels.
- Mike predicted continuity in 2023 of direct flight cuts to smaller airports and increased traffic into San Francisco from China's reopening. He expected hub airport crowding and moderate staffing improvements.
- Both predicted continued struggles for transient corporate travel in 2023 with cost-conscious companies limiting business trips, unlikely to rebound until 2025.
- Both predicted improvement in 2023 for group travel and meetings as live events ramp up.

2023 Travel Year-in-Review | Travel & Hospitality Podcast | EP 57

On the latest episode of the J.D. Power Travel & Hospitality Intelligence Podcast, hosts Michael Taylor and Andrea Stokes discuss their travel and hospitality industry predictions for 2024. 

Mike discusses predictions for airlines, airports and rental cars; Andrea discusses hotels and business travel

Travel and Hospitality Industry Predictions for 2024 | Travel & Hospitality Podcast | EP 58

Mike Taylor and Andrea Stokes offer an insightful overview of the preliminary findings from the 2024 North America Airline Satisfaction Study and the 2024 North America Hotel Guest Satisfaction Index. Discover which trends are currently influencing satisfaction levels and learn how brands are adapting to these early insights. There’s still time for changes before the final results are published, making this a must-listen for industry professionals looking to stay ahead.

Travel and Hospitality Industry Preliminary Study Findings | Travel & Hospitality Podcast | EP 59

Join host Andrea Stokes as we explore Margaritaville's impressive journey from a restaurant chain to a global hospitality titan, featuring Dan Leonard, president, and Amy Noland, senior director of reputation and quality assurance, of Margaritaville Hospitality. Discover how in just more than a decade, Margaritaville launched 40+ lodging experiences and became #1 in the Upper Upscale segment.

Learn about the brand's focus on exceptional guest experiences and the culture of loving your job, which have been pivotal to their success. Get insights into their use of NPS and OSAT for quality assurance and guest satisfaction.

The Margaritaville Journey - Beyond Paradise  | Travel & Hospitality Podcast

We're excited to announce the premiere of our new podcast series, The Insurance Intelligence Podcast, with our first episode, "Industry Forecast: Who Will Win and Lose in 2024?" Dive into the trends shaping the future of the insurance industry with our expert panel.

**This Episode Covers:**

- The resurgence of insurance shopping and its impact.
- The critical role of trust in customer relationships.
- How catastrophic events are reshaping service delivery.
- Plus, more insights into the industry's evolving landscape.

**Hosted by:** Michael Vermillion, VP and General Manager, Insurance & Healthcare.

**Featuring:**

- Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence
- Breanne Armstrong, Director, Insurance Intelligence
- Mark Garrett, Director, Insurance Intelligence

Gain valuable insights into what 2024 holds for the insurance sector. Tune in wherever you listen to podcasts!

The Insurance Intelligence Podcast: "Industry Forecast: Who Will Win and Lose in 2024?"

Is revenge travel still happening in 2024?

Join Mike Taylor and Andrea Stokes in the latest Travel & Hospitality Podcast episode where they are unpacking:

- Latest updates to the J.D. Power 2024 North America Airline Satisfaction Study
- New enhancements on J.D. Power Passenger View
- Summer travel trends and the state of business and group travel
- Hotel industry insights: Are luxury splurges driven by a YOLO mentality?

Summer Travel Trends and More || Travel & Hospitality Podcast

J.D. Power is a global leader in consumer insights, advisory services, data and analytics.

Humans in the Loop Feat. Elizabeth Wolverton of Synovus

J.D. Power

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