The CX Pod

You probably think this podcast is about you, don't you? Well, you’re right. This is a customer experience podcast hosted by Elizabeth Glagowski of the Customer Strategist Journal.

Tune in for regular discussions and interviews with the brightest and best in CX to get your competitive edge.

Unexpected turbulence: Trust and anti-trust in the travel industry

May 9, 2023

In the latest episode in our travel podcast series, TTEC’s Scott Bell shares his impressions on the growing fraud risk in the industry and how it impacts trust in on travel review sites like Tripadvisor. We also delve into the potential roadblocks to the JetBlue/Spirit merger and implications for the airline industry.

Key takeaways:

  • 90% of travelers use travel review sites at least some of the time before booking travel. AI and other fraud threatens the trust these reviews provide.
  • Big mergers bring with them big challenges to providing smooth experiences, even before they happen
  • Specialized customer support like TTEC’s College of Travel brings agents trained in industry systems up to speed quickly to support the industry with expert skills, speed, and scale