Hackfest - Nicolas Oinounou & Nolwenn Rannou

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Customer Decision Journey

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The customer decision journey changed with all the social media and mobile devices or new.technologies who's given to consumers an unprecedented power to compare prices, complain loudly, and find the best deals. The balance of power in favor of consumers has been evident for many years right now.   The consumer takes an advantage with the technology to evaluate all the product and service existing. The feedback loop is today an important part of the decision journey because the consumer has the possibility to evaluate the product or service just after  purchased. It is a new power for him to make a pressure on all of brands to deliver a perfect experience.   If not, the consumer has the  possibility  to judge and post on all social media his feeling of the service or product who is bought.  We now believe the consumer decision journey needs updating for hoteliers.  In the past few years, hoteliers have been investing in new technologi...
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Chatbot

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Chatbot - What are they; how are they used to support customer service ? The chatbot is a service that allows businesses to communicate directly with their customers. Via the social networks, chatbots offers to discuss with you and answer your questions. It's a way for businesses to get closer to their customers and meet their needs. Today there are chatbots that offer different services like Four Seasons,the Canadian group has announced the establishment of a chat between customers and hotel staff. An interesting service that differs from the current trend of robots or "chatbots" hoteliers. Customers now have access to all channel information in more than 100 languages. "The link with humans is probably the most important element of the Four Seasons experience," recalls Christian Clerc, president of the group's operations. Marriott has launched a chatbot for its human resources department. It helps you find your next job within the company by asking y...
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