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CXMB Industry Insights: Travel & Hospitality 

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Execs In The Know © 2017

Developed as an extension of the Customer Experience Management Benchmark (CXMB) Series, CXMB Industry Insights reports are the result of a research partnership between COPC Inc. and Execs In The Know. The ultimate goal of this series is to improve the customer experience. To accomplish this, we hope to inform and enrich the community by providing relevant research aimed at delivering timely, actionable insights, industry-by-industry.

CXMB Industry Insights: Travel & Hospitality provides consumer insights in three key areas: The Customer Care Experience, The Purchase Experience and Customer Loyalty. The data was collected over five individual survey modules of 10 questions each. The modules include Customer Care, Multi-Channel, Customer Loyalty and the Purchase Experience (one for airlines and one for hotels/resorts). 

Whether or not you count yourself as a part of the travel and hospitality industry, we hope you find this research to be engaging and insightful.