In the seventh episode of our national conversation series on customer service, Denese Waiters, Director of Customer Service Advisory and Omnichannel Practice Leader at J.D. Power, is joined by Jay Baer, a renowned entrepreneur, author, and customer experience expert. Together they discuss the evolving landscape of customer expectations, the importance of speed and responsiveness, and the role of personalization in customer service to create even better experiences for customers.

Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader
Special Guest: Jay Baer, Hall of Fame keynote speaker, and New York Times Best-Selling author

State of Customer Service: Exploring the Future of Customer Service

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 | Ep 60

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.

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 | Ep 61

Insurers can’t control the weather, but they can control how they communicate policy coverage with their customers. In episode 2 of the Insurance Intelligence Podcast, our experts explore how changing weather is affecting insurance carriers and their end customers. Tune in now.
 
**This Episode Covers:**
 
- Evolving weather patterns.
- Challenges weather brings to every stage of the customer lifecycle.
- Specific KPIs to focus on for improving customer relationships.
 
**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
 
Tune in wherever you listen to podcasts!

The Insurance Intelligence Podcast: "Weather Challenges and How to Navigate them"

Michael Taylor, Andrea Stokes and Azari Jones provide a comprehensive analysis of the findings from the J.D. Power 2024 North America Airline Satisfaction Study and delve into ongoing updates from the J.D. Power 2024 North America Hotel Guest Satisfaction Index and the J.D. Power 2024 Rental Car Satisfaction Study. Explore the prevailing trends influencing satisfaction levels, and leverage these insights to enact meaningful changes.

What are Airlines Prioritizing in 2024? | Travel & Hospitality Podcast | Ep 62

Rising insurance prices have been dominating headlines for quite awhile, and in episode 3 of the Insurance Intelligence Podcast, our experts dive into this topic to discuss the drivers behind price increases and what carriers can do to mitigate the impact on customer satisfaction. Tune in now.

This Episode Covers:

- Drivers of pricing increases.
- How the new environment is influencing customer satisfaction in the claims space.
- What carriers (and agents) can do to mitigate the impact of increased prices on satisfaction.
- Leveraging auto data for more accurate pricing.

Hosted by: Carolyn Kibat, Marketing Director

Featuring:

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

The Insurance Intelligence Podcast: "Rising Prices and How to Mitigate the Impact"

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

State of Customer Service: Exploring the Future of Customer Service

J.D. Power

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