Travel + Leisure Co. Optimizes Vacation Ownership CX with NICE CXone Mpower
Travel + Leisure Co. has partnered with NICE to enhance its vacation ownership customer experience by integrating the NICE CXone Mpower platform. This move unifies multiple lines of business and displaces several vendors, setting a new standard for customer service. The platform will streamline workflows, provide AI-driven tools for real-time agent guidance, and improve omnichannel capabilities. These enhancements aim to exceed member communication expectations and empower agents to deliver seamless service. Annie Roberts, SVP of Owner Services, emphasized the need for a flexible technology platform to serve customers and associates effectively. Barry Cooper, President of NICE's CX Division, highlighted that this adoption enables Travel + Leisure Co. to offer personalized, high-quality service, aligning with their mission to facilitate global vacations.
Travel + Leisure Co. ha collaborato con NICE per migliorare l'esperienza dei clienti nel settore delle proprietà vacanzieri integrando la piattaforma NICE CXone Mpower. Questa mossa unifica diversi settori e riduce la necessità di vari fornitori, stabilendo un nuovo standard per il servizio clienti. La piattaforma ottimizzerà i flussi di lavoro, fornirà strumenti basati su AI per la guida in tempo reale degli agenti e migliorerà le capacità omnicanale. Questi miglioramenti mirano a superare le aspettative di comunicazione dei membri e a dare agli agenti gli strumenti per offrire un servizio senza soluzione di continuità. Annie Roberts, Vicepresidente delle Servizi per i Proprietari, ha sottolineato la necessità di una piattaforma tecnologica flessibile per servire efficacemente clienti e collaboratori. Barry Cooper, Presidente della Divisione CX di NICE, ha evidenziato che questa adozione consente a Travel + Leisure Co. di offrire un servizio personalizzato di alta qualità, in linea con la loro missione di facilitare le vacanze a livello globale.
Travel + Leisure Co. se ha asociado con NICE para mejorar la experiencia de los clientes en la propiedad vacacional mediante la integración de la plataforma NICE CXone Mpower. Este movimiento unifica múltiples líneas de negocio y reduce la dependencia de varios proveedores, estableciendo un nuevo estándar para el servicio al cliente. La plataforma optimizará los flujos de trabajo, proporcionará herramientas impulsadas por IA para la guía en tiempo real de los agentes y mejorará las capacidades omnicanal. Estas mejoras buscan superar las expectativas de comunicación de los miembros y empoderar a los agentes para ofrecer un servicio sin interrupciones. Annie Roberts, Vicepresidenta de Servicios al Propietario, enfatizó la necesidad de una plataforma tecnológica flexible para servir a clientes y asociados de manera efectiva. Barry Cooper, Presidente de la División CX de NICE, destacó que esta adopción permite a Travel + Leisure Co. ofrecer un servicio personalizado y de alta calidad, alineándose con su misión de facilitar las vacaciones en todo el mundo.
Travel + Leisure Co.는 NICE와 협력하여 NICE CXone Mpower 플랫폼을 통합하여 휴가 소유 고객 경험을 향상시킵니다. 이번 조치는 여러 사업 부문을 통합하고 여러 공급 업체를 대체하여 고객 서비스의 새로운 기준을 설정합니다. 이 플랫폼은 작업 흐름을 간소화하고, 실시간 에이전트 안내를 위한 AI 기반 도구를 제공하며, 옴니채널 기능을 향상시킬 것입니다. 이러한 개선 사항은 구성원 커뮤니케이션 기대치를 초과하고, 에이전트가 원활한 서비스를 제공할 수 있도록 권한을 부여하는 것을 목표로 합니다. Annie Roberts 소유자 서비스 부사장은 고객과 직원을 효과적으로 지원하기 위해 유연한 기술 플랫폼의 필요성을 강조했습니다. Barry Cooper NICE의 CX 부문 회장은 이 채택이 Travel + Leisure Co.가 글로벌 휴가를 촉진하는 미션에 부합하는 맞춤형 고품질 서비스를 제공할 수 있게 해준다고 강조했습니다.
Travel + Leisure Co. s'est associé à NICE pour améliorer l'expérience de ses clients en matière de propriété de vacances en intégrant la plateforme NICE CXone Mpower. Cette initiative unifie plusieurs lignes d'affaires et remplace plusieurs fournisseurs, établissant un nouveau standard pour le service client. La plateforme rationalisera les flux de travail, proposera des outils basés sur l'IA pour guider les agents en temps réel et améliorera les capacités omnicanales. Ces améliorations visent à dépasser les attentes de communication des membres et à donner aux agents les moyens d'offrir un service fluide. Annie Roberts, Vice-présidente des services aux propriétaires, a souligné la nécessité d'une plateforme technologique flexible pour servir efficacement les clients et les employés. Barry Cooper, Président de la division CX de NICE, a souligné que cette adoption permet à Travel + Leisure Co. d'offrir un service personnalisé et de haute qualité, en accord avec leur mission de faciliter les vacances à l'échelle mondiale.
Travel + Leisure Co. hat sich mit NICE zusammengetan, um das Kundenerlebnis im Bereich Ferienbesitz durch die Integration der Plattform NICE CXone Mpower zu verbessern. Dieser Schritt vereint mehrere Geschäftsbereiche und ersetzt mehrere Anbieter, was einen neuen Standard für den Kundenservice setzt. Die Plattform wird die Arbeitsabläufe optimieren, KI-unterstützte Werkzeuge für die Echtzeitberatung von Agenten bereitstellen und die Omnichannel-Fähigkeiten verbessern. Diese Verbesserungen zielen darauf ab, die Kommunikationserwartungen der Mitglieder zu übertreffen und den Agenten zu ermöglichen, einen nahtlosen Service zu bieten. Annie Roberts, Senior Vice President für Eigentümerdienste, betonte die Notwendigkeit einer flexiblen Technologieplattform, um Kunden und Mitarbeiter effektiv zu bedienen. Barry Cooper, Präsident der CX-Division von NICE, hob hervor, dass diese Übernahme es Travel + Leisure Co. ermöglicht, einen personalisierten, hochwertigen Service anzubieten, der mit ihrer Mission übereinstimmt, globale Urlaubsreisen zu erleichtern.
- Integration of NICE CXone Mpower platform to enhance customer and agent experience.
- Unification of 14 lines of business under a single platform.
- AI-driven tools for real-time agent guidance and seamless workflows.
- Improved omnichannel capabilities to exceed member communication expectations.
- None.
Insights
With NICE’s industry-leading platform, Travel + Leisure Co. is modernizing the customer and agent experience for thousands of associates
Travel + Leisure Co. has deployed CXone Mpower’s unified, AI hyper platform to design, build and operate workflows, agents and knowledge. With CXone Mpower, Travel + Leisure Co. will be able to manage every customer service workflow across channels. Robust applications with AI-driven tools for real-time agent guidance and coaching empower agents to meet the needs of every consumer by supporting a seamless workflow. The improved omnichannel capabilities will optimize customer experience to exceed member communication expectations with AI purpose-built for CX.
“Our mission is to put the world on vacation, and having a modern communications platform to service our owners and guests is going to help us deliver on that mission,” said Annie Roberts, Senior Vice President of Owner Services and Club Management at Travel + Leisure Co. “The last few years have seen a dramatic shift in technology and how people work. In order to serve our customers and empower our associates, we needed a powerful and flexible technology platform that seamlessly allows people to access and share information wherever and whenever they need it.”
“Travel + Leisure Co. is setting a new standard in how vacation ownership and membership experiences are delivered,” said Barry Cooper, President, CX Division, NICE. “By adopting CXone Mpower, they’re giving their employees the tools to provide faster, more personalized service that matches the quality and flexibility their customers expect. With NICE, Travel + Leisure Co. can ensure that every interaction reflects their mission to put the world on vacation.”
About Travel + Leisure Co.
Travel + Leisure Co. is the world’s leading vacation ownership and membership travel company, providing more than six million vacations to consumers across its resort, travel club, and lifestyle portfolio. The company’s Vacation Ownership business line assists in cost-effectively servicing over 800,000 vacation owners by putting more of them on vacations and utilizing new technology to improve the overall customer experience. www.travelandleisureco.com
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Cooper, are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the “Company”). In some cases, such forward-looking statements can be identified by terms such as “believe,” “expect,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “plan,” “estimate,” or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of changes in economic and business conditions; competition; successful execution of the Company’s growth strategy; success and growth of the Company’s cloud Software-as-a-Service business; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties in making additional acquisitions or difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners; cyber security attacks or other security breaches against the Company; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the impact of conflicts in the
View source version on businesswire.com: https://www.businesswire.com/news/home/20241205979156/en/
Corporate Media Contact
Christopher Irwin-Dudek, +1 201 561 4442, media@nice.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, ir@nice.com, CET
Source: NICE
FAQ
What platform did Travel + Leisure Co. adopt to enhance customer experience?
How many lines of business did Travel + Leisure Co. unify with NICE CXone Mpower?
What are the key features of the NICE CXone Mpower platform?
What is the mission of Travel + Leisure Co. as stated in the press release?
Who is the Senior Vice President of Owner Services at Travel + Leisure Co.?
