重新定义酒店业的未来：顾客体验创新者特别版

Redefining the Future ofHospitality: A CX Innovatorsspecial edition.Stories from the 2025 CX Innovators Awards Winners. Special edition introduction. of Hospitality—a landmark moment in our program’s six-year history. For the very firsttime, we are spotlighting the pioneering companies within the travel, tourism, and hospitalitysectors that are not just adapting to change but are actively setting new standards forcustomer experience. This industry, centered on the most personal and memorable humaninteractions, is now harnessing the power of modern contact center AI and cloud solutionsto deliver personalized hospitality at scale.The stories in this ebook show how Customer Experience Automation is turning the contactsolidified long-term contracts with major league clients like the NFL and NBA by unifyingits24/7/365 global operations, ensuring consistent, premium service. Meanwhile, in thecorporate travel world,Gant Travelredefined crisis management by answering80% of callswithin 60 secondsduring travel disruptions, turning stress into care. And in the complex worldof regulated gaming,BCLCsaw customer experience scores climb from the mid-80s toabove90by using “intentional AI” to resolve issues faster and lower average handle time to just210 seconds. These companies are writing the playbook for the next era of customer experience. center from a cost center into a catalyst for better customer experiences and a strategicengine for growth, loyalty, and competitive advantage. Our winners and honorable mentionshave demonstrated remarkable outcomes across the customer journey. You’ll read aboutleaders likeBarceló Hotel Group, who transformed service conversations into revenueopportunities, boosting upselling campaign conversions by8%and seeing NPS climbby15 points—all while scaling to meet peak demand without proportional cost increases.Similarly,Falkensteinerachieved a40% improvementin email handling efficiency throughunified communication and AI-assisted workflows. Premium concierge services provider,John Paul, introduced a new level of personalization while increasing efficiency with AItranslation and voice interpretation tools, achieving a96% call answer rateacross all brands.Read on to discover the strategies, vision, and technology choices that allowed theseinnovators to achieve game-changing business results and become true leadersin the global hospitality landscape. Table of contents Barceló Hotel Group04 BCLC05 Carey International06 Gant Travel08 John Paul09 Our esteemed judges10 GROWTH LEADERWINNER Barceló’s CX vision.Barceló views every guest interaction as an opportunity to build meaningful relationships that foster lasting loyalty and growth. •Increased NPS by 15 points and First ContactResolution by 18%.•Boosted upselling campaign conversions by 8%.•Scaled to peak demand without proportional costincreases. A better way to turn service conversationsinto growth.Agents struggled with disconnected systems that prevented them from accessing guest histories or building on previous conversations.Agents couldn’t deliver the consistent, personalized service theywanted to provide. The company risked losing guests’ trust. Barcelóneeded unified operations that could help agents maintain genuineconnections during peak travel seasons.Barceló deployed Talkdesk CX Cloud® with Salesforce integration, Barceló Hotel Group operates hotels, resorts, and travelScaling genuine hospitalitythrough trust-drivenrelationships. giving agents a complete view of each guest relationship. Agentsuse AI-powered analytics, sentiment detection, and real-timecoaching to understand preferences and strengthen connections.Now agents build relationships instead of navigating systems,“We transformed our contact centers intostrategic growth engines. NPS climbed 15 pointsand First Contact Resolution improved by 18%.Our agents have shifted from system operators to experience orchestrators, turning serviceconversations into revenue opportunities.”JOSE ANTONIO NAVARRO REY, GLOBAL HEAD OF CONTACT CENTER, services across more than 20 countries, deliveringhospitality experiences that blend local culture with globalstandards. The company’s contact centers serve gueststhroughout their journey, from booking inquiries to post-stay support. personalized care informed by complete guest history, preferences,and real-time sentiment. Barceló strengthened guest loyalty whilescaling to peak travel demand, proving trust drives sustainable growth.BARCELÓ HOTEL GROUP BCLC’s CX vision.BCLC believes contact centers should be strategic hubs, not cost centers. By combining technology with human insight, they deliverproactive service that sets new standards in gaming. •Reduced average handle time to 210 secondsand hold times to 24 seconds.•Lowered abandonment rate to 12% while handling50,000 monthly conversations.•Increased customer experience scores frommid-80s to above 90. A better way to redefine gaming customerexperience.Agents fought outdate