Travel & Hospitality Intelligence
Travel & Hospitality Intelligence is a monthly podcast exploring the trends shaping the travel and hospitality spaces. Join J.D. Power industry experts Michael Taylor, Andrea Stokes and Azari Jones as they unpack the latest data and share insights to help you stay ahead in a fast-moving industry.
Thu, April 03, 2025
Spotlight: Passenger View | Travel & Hospitality Podcast | Ep 71
Azari Jones shares some of the exciting new enhancements to J.D. Power Passenger View, including the integration of social media listening tools!
Mon, March 24, 2025
The Perfect Storm Impacting Home Insurance | Insurance Intelligence Podcast | Ep 12
Rising claims. Delays in cycle times. A surge in severe weather events. Home insurance carriers are facing mounting challenges that are impacting customer satisfaction. How can they turn the tide? Join J.D. Power experts Michael Vermillion, Stephen Crewdson and Mark Garrett as they dive into the state of home insurance today, uncovering key pain points and revealing the strategies carriers need to enhance the customer experience.
Fri, March 21, 2025
Mobility as a Service (MaaS) | Travel & Hospitality Podcast | Ep 70
Deep dive: Mobility as a Service (MaaS) is on the rise across the globe. What is it? How are cities utilizing it? What does this trend mean for the future of rental cars? Dive into this month's Travel & Hospitality Podcast to find out the answers to these questions and more
Sun, February 23, 2025
Growing While Meeting Your Underwriting Guidelines | Insurance Intelligence Podcast | Ep 11
As we exit the hard market for auto insurance, how can brands ensure they hit their growth goals moving forward? On this episode of the J.D. Power Insurance Intelligence podcast, the team explores what brands should focus on to grow for their underwriting guidelines.
Thu, February 13, 2025
Airline Lounges & Reward Programs | Travel & Hospitality Podcast | Ep 69
Here's the latest on airline lounges and hotel reward programs from our Travel and Hospitality podcast! ✈️ Airline lounges: Lounges are booming, thanks to rewards credit cards. Travelers crave quiet spaces, free food and beverage and reliable Wi-Fi. What's on the horizon for lounges in 2025? Hotel rewards programs: Rewards programs can be a popular way to entice guests! To stay relevant, loyalty programs must evolve—personalization could be the game-changer. Next up: Don’t miss our deep dive into Mobility as a Service (MaaS) in upcoming episodes!
Sun, January 26, 2025
2025 Outlook | Insurance Intelligence Podcast | Ep 10
On the latest episode of the J.D. Power Insurance Intelligence Podcast, the team discusses insurance implications from the California fires and takes a look at the year ahead to discuss what they expect to see for the industry in 2025. This episode covers these topics and more: -- Shopping and switching trends -- Digital channels for claims -- The role of the Agent and training opportunities -- Upcoming events including the AI + Insurance event (register here: https://hub.jdpower.com/ai-insurance) Hosted by: Michael Vermillion, VP and General Manager, Insurance Intelligence Featuring: Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence Mark Garrett, Director, Insurance Intelligence Craig Martin, Executive Managing Director, Insurance Intelligence
Thu, January 16, 2025
Holiday Travel Review + Look Ahead | Travel & Hospitality Podcast | Ep 68
New year, new episode! Kick off 2025 with the latest episode of our Travel & Hospitality Podcast, where we dive into the trends shaping the industry and what lies ahead. What we're talking about: ✈️ Holiday travel wrap-up: The end of 2024 saw a surge in air travel demand, but hotel bookings held steady. 🏨 Hotels in 2025: Will demand continue to plateau? Wave 2 of our hotel study data drops for subscribers on 1/14, revealing some intriguing insights—good news: customer satisfaction remains strong, even as demand fluctuates. 🚗 Rental cars spotlight: Early findings from our rental car study (available Jan. 22) highlight the vital role of staff interactions in driving customer satisfaction.
Tue, December 10, 2024
2025 Industry Predictions | Travel & Hospitality Podcast | Ep 67
Michael Taylor, Andrea Stokes and Azari Jones of J.D. Power deep dive into 2024 travel trends and make predictions for the year to come! Did anyone's 2024 predictions come to pass? Find out! Episode topics: - The soaring demand for air travel and hotels - Potential airline mergers - The rise of social media travel (vacations for the 'Gram!) and wellness travel (think relaxation & health) - What’s next for prices? - Workforce challenges - Are EVs the next big thing in rentals?
Tue, December 03, 2024
Biggest Stories of 2024 | Insurance Intelligence Podcast | Ep 9
On this episode of our podcast, the team takes a look back at the biggest stories to influence the insurance market in 2024. This episode covers: - The return to profitability - Shopping and switching trends - The rise of the importance of trust - Claims bright spots - And more! Hosted by: - Michael Vermillion, VP and General Manager, Insurance & Healthcare Featuring: - Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence - Mark Garrett, Director, Insurance Intelligence - Scott Quarderer, Managing Director, Insurance Intelligence
Wed, November 27, 2024
Holiday Travel Trends | Travel & Hospitality Podcast | Ep 67
This episode of the J.D. P ower Travel & Hospitality Podcast is all about this season’s hottest holiday travel trends! Here’s what we’re covering: The DOT’s new automatic refunds rule and what it means for travelers. The latest holiday travel trend data and what to expect this season. Is Travel Tuesday the next Black Friday? Explore this growing trend and find out which industry is offering the best deals—spoiler alert: it's cruises! How AI and biometrics are revolutionizing the rental car experience for a seamless journey.
Wed, November 06, 2024
Auto Claims: The Latest Trends | Insurance Intelligence Podcast | Ep 8
On the latest episode of our podcast, the team explores the results of the 2024 Auto Claims Satisfaction Study. This episode covers: - Why claims are such a critical part of the customer relationship - How premium increases have influenced satisfaction with the claims experience - Specific focus areas for claims process improvement - And more! Hosted by: - Carolyn Kibat, Director, Marketing Automation & Strategy Featuring: - Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence - Mark Garrett, Director, Insurance Intelligence
Tue, October 22, 2024
Car Rental Study Results | Travel & Hospitality Podcast | Ep 66
Tune in to the latest episode of our Travel & Hospitality Podcast as we explore the J.D. Power 2024 North America Rental Car Satisfaction Study, featuring expert insights from Azari Jones and Andrea Stokes, hosted by Sarah Baggett. Learn what’s driving customer satisfaction, the latest trends in the rental car industry and how top brands are staying competitive.
Tue, September 24, 2024
Latest Study Results | Travel & Hospitality Podcast | Ep 64
Mike Taylor and Andrea Stokes are discussing the latest results of the 2024 North America Airport Satisfaction Study and Third-Party Hotel Management Guest Satisfaction Benchmark!
Mon, September 16, 2024
All About Agents | Insurance Intelligence Podcast | Ep 7
On the latest episode of our podcast, Amy Feeman from our Consumer Insights division joins us to explore the role of insurance agents in the current market. This episode covers: - Whether customers still want to work with agents - How interactions with agents influence customer actions - How carriers can empower agents to improve the customer experience - And more! Hosted by: - Michael Vermillion, VP and General Manager, Insurance & Healthcare Featuring: - Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence - Mark Garrett, Director, Insurance Intelligence - Amy Feeman, Sr. Analyst, Consumer Insights
Wed, August 21, 2024
Improving Policy Pricing Accuracy | Insurance Intelligence Podcast | Ep 6
On the latest episode of our podcast, the Insurance Intelligence team is joined by Jim Vecchio from our Autodata Solutions division to talk auto insurance policy pricing accuracy. This episode covers: - Why pricing auto insurance policies accurately matters - What data carriers can leverage to improve pricing accuracy - How to accelerate pricing process improvements across the industry - And more! Hosted by: Michael Vermillion, VP and General Manager, Insurance & Healthcare Featuring: - Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence - Breanne Armstrong, Director, Insurance Intelligence - Jim Vecchio, Head of VIN Products, Autodata Solution Division
Wed, August 21, 2024
Fall 2024 Travel Predictions | Travel & Hospitality Podcast | Ep 64
In this episode of the Travel & Hospitality Podcast, host Sarah Baggett is joined by industry experts Michael Taylor, Andrea Stokes and Azari Jones to discuss the latest trends and insights in the travel sector. Michael and Andrea kick off the discussion with their predictions for fall 2024 travel, forecasting that travel will remain expensive and crowded. Azari Jones provides an update on the latest developments in the rental car industry, including the addition of new brands to the rental car study and emerging insights into EVs. Andrea highlights the upcoming release of a third-party hotel management study, set to be published in September, offering valuable insights for the industry. Michael also shares exciting news about the forthcoming airport study release, also expected in September. Lastly, they dive into Southwest Airlines' decision to transition from open seating to assigned seating, exploring the potential affect of this change on travelers and the airline industry.
Tue, July 30, 2024
Key Takeaways from the 2024 Insurance Advisory Board Meeting | Insurance Intelligence Podcast | Ep 5
Earlier this month, we hosted our Insurance Advisory Board Meeting where our guests and speakers gathered together to dive into critical topics influencing the industry. Tune in as our team discusses key takeaways from our keynote presentation, panel discussions, and conversations with participants. This episode covers: - Predictions for the economic state of insurance - An overview of digital priorities for the industry - A look at the latest shopping and marketing trends - And more! Hosted by: Michael Vermillion, VP and General Manager, Insurance & Healthcare Featuring: - Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence - Breanne Armstrong, Director, Insurance Intelligence - Mark Garrett, Director, Insurance Intelligence
Thu, July 18, 2024
Hotel Guest Satisfaction Index Study Results | Travel & Hospitality Podcast | Ep 62
In this episode, we introduce the “What Makes an Airport Great?” video series. Join Mike Taylor as he takes us on a tour of award-winning airports, revealing the secrets behind their success and the elements that set them apart. Additionally, Andrea Stokes dives into the latest findings from the 2024 North American Hotel Guest Satisfaction Index Study. Discover new insights on streaming services, in-room voice assistants, EV charging, and more, as we explore what makes a hotel stay exceptional in today's tech-driven world. Tune in for a look at the benchmarks of excellence in airports and hotels, and learn what makes these places truly outstanding.
Mon, June 24, 2024
The Critical Driver of Auto Insurance Customer Satisfaction | Insurance Intelligence Podcast | Ep 4
Trust has risen to the top as a critical element of a customer’s satisfaction with their insurance carrier. In episode 4 of the Insurance Intelligence Podcast, our experts dive into this topic to discuss what trust means, how carriers can measure it, and what can be done to influence trust. Tune in now. This Episode Covers: - Topics in the news. - An exploration of Trust including what it means and how to influence it. - How Trust influences different stages of the customer lifecycle. Hosted by: Michael Vermillion, VP and General Manager, Insurance & Healthcare Featuring: - Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence - Breanne Armstrong, Director, Insurance Intelligence - Mark Garrett, Director, Insurance Intelligence
Wed, June 12, 2024
What Sets Great Airports Apart? | Travel & Hospitality Podcast | Ep 61
In the latest episode of the J.D. Power Travel & Hospitality Podcast, Michael Taylor, Andrea Stokes and Azari Jones explore airline safety, highlight the top-performing airports so far and provide predictions on the stagnant hotel demand we’ve seen in Q1 2024.
Wed, May 29, 2024
Rising Prices and How to Mitigate the Impact | Insurance Intelligence Podcast | Ep 3
Rising insurance prices have been dominating headlines for quite awhile, and in episode 3 of the Insurance Intelligence Podcast, our experts dive into this topic to discuss the drivers behind price increases and what carriers can do to mitigate the impact on customer satisfaction. Tune in now. This Episode Covers: - Drivers of pricing increases. - How the new environment is influencing customer satisfaction in the claims space. - What carriers (and agents) can do to mitigate the impact of increased prices on satisfaction. - Leveraging auto data for more accurate pricing. Hosted by: Carolyn Kibat, Marketing Director Featuring: - Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence - Breanne Armstrong, Director, Insurance Intelligence - Mark Garrett, Director, Insurance Intelligence
Mon, May 13, 2024
What are Airlines Prioritizing in 2024? | Travel & Hospitality Podcast | Ep 60
Michael Taylor, Andrea Stokes and Azari Jones provide a comprehensive analysis of the findings from the J.D. Power 2024 North America Airline Satisfaction Study and delve into ongoing updates from the J.D. Power 2024 North America Hotel Guest Satisfaction Index and the J.D. Power 2024 Rental Car Satisfaction Study. Explore the prevailing trends influencing satisfaction levels, and leverage these insights to enact meaningful changes.
Fri, April 26, 2024
Weather Challenges and How to Navigate them | Insurance Intelligence Podcast | Ep 2
Insurers can’t control the weather, but they can control how they communicate policy coverage with their customers. In episode 2 of the Insurance Intelligence Podcast, our experts explore how changing weather is affecting insurance carriers and their end customers. Tune in now. **This Episode Covers:** - Evolving weather patterns. - Challenges weather brings to every stage of the customer lifecycle. - Specific KPIs to focus on for improving customer relationships. **Hosted by:** Michael Vermillion, VP and General Manager, Insurance & Healthcare **Featuring:** - Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence - Breanne Armstrong, Director, Insurance Intelligence - Mark Garrett, Director, Insurance Intelligence Tune in wherever you listen to podcasts!
Wed, April 10, 2024
Summer Travel Trends and More | Travel & Hospitality Podcast | Ep 59
Is revenge travel still happening in 2024? Join Mike Taylor and Andrea Stokes in the latest Travel & Hospitality Podcast episode where they are unpacking: - Latest updates to the J.D. Power 2024 North America Airline Satisfaction Study - New enhancements on J.D. Power Passenger View - Summer travel trends and the state of business and group travel - Hotel industry insights: Are luxury splurges driven by a YOLO mentality?
Fri, March 22, 2024
Industry Forecast: Who Will Win and Lose in 2024? | Insurance Intelligence Podcast | Ep 1
We're excited to announce the premiere of our new podcast series, The Insurance Intelligence Podcast, with our first episode, "Industry Forecast: Who Will Win and Lose in 2024?" Dive into the trends shaping the future of the insurance industry with our expert panel. This Episode Covers: - The resurgence of insurance shopping and its impact. - The critical role of trust in customer relationships. - How catastrophic events are reshaping service delivery. - Plus, more insights into the industry's evolving landscape. **Hosted by:** Michael Vermillion, VP and General Manager, Insurance & Healthcare. Featuring: - Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence - Breanne Armstrong, Director, Insurance Intelligence - Mark Garrett, Director, Insurance Intelligence Gain valuable insights into what 2024 holds for the insurance sector.
Wed, March 20, 2024
The Margaritaville Journey - Beyond Paradise | Travel & Hospitality Podcast | Ep 58
Join host Andrea Stokes as we explore Margaritaville's impressive journey from a restaurant chain to a global hospitality titan, featuring Dan Leonard, president, and Amy Noland, senior director of reputation and quality assurance, of Margaritaville Hospitality. Discover how in just more than a decade, Margaritaville launched 40+ lodging experiences and became #1 in the Upper Upscale segment. Learn about the brand's focus on exceptional guest experiences and the culture of loving your job, which have been pivotal to their success. Get insights into their use of NPS and OSAT for quality assurance and guest satisfaction.
Fri, February 23, 2024
Travel and Hospitality Industry Preliminary Study Findings | Travel & Hospitality Podcast | EP 57
Mike Taylor and Andrea Stokes offer an insightful overview of the preliminary findings from the 2024 North America Airline Satisfaction Study and the 2024 North America Hotel Guest Satisfaction Index. Discover which trends are currently influencing satisfaction levels and learn how brands are adapting to these early insights. There’s still time for changes before the final results are published, making this a must-listen for industry professionals looking to stay ahead.
Wed, January 24, 2024
Travel and Hospitality Industry Predictions for 2024 | Travel & Hospitality Podcast | EP 58
On the latest episode of the J.D. Power Travel & Hospitality Intelligence Podcast, hosts Michael Taylor and Andrea Stokes discuss their travel and hospitality industry predictions for 2024. Mike discusses predictions for airlines, airports and rental cars; Andrea discusses hotels and business travel
Mon, December 18, 2023
2023 Travel Year-in-Review | Travel & Hospitality Podcast | EP 55
On the latest episode of the J.D. Power Travel & Hospitality Intelligence Podcast, hosts Michael Taylor and Andrea Stokes review their 2023 predictions for the travel industry and share a sneak peek at some of their 2024 forecasts. - Mike predicted slowing air travel demand and moderating prices in 2023, due to inflation. He noted airlines are still facing full flights and limited routes, despite strong cash reserves. - Andrea predicted hotel room rates would moderate slightly in 2023 as consumers reduce leisure spending amidst inflation, but likely rebound for holidays. She foresaw continued staffing challenges and bottom-line stability for hotels. - Mike predicted continuity in 2023 of direct flight cuts to smaller airports and increased traffic into San Francisco from China's reopening. He expected hub airport crowding and moderate staffing improvements. - Both predicted continued struggles for transient corporate travel in 2023 with cost-conscious companies limiting business trips, unlikely to rebound until 2025. - Both predicted improvement in 2023 for group travel and meetings as live events ramp up.
Tue, December 12, 2023
The Results Are In: The 2023 Cross-Industry Customer Service Experience Study
In this excerpt from Coffee Talk with Brohawk, Denese Waiters joins host Mark Brody to talk about the findings from our inaugural U.S. Cross-Industry Customer Service Experience Study. She takes a look at how customers evaluate their experience with brands across industries and provides recommendations for improvements that can be made to exceed customer expectations.
Tue, December 05, 2023
The Results Are In: The 2023 Cross-Industry Customer Service Experience Study
In this excerpt from Coffee Talk with Brohawk, Denese Waiters joins host Mark Brody to talk about the findings from our inaugural U.S. Cross-Industry Customer Service Experience Study. She takes a look at how customers evaluate their experience with brands across industries and provides recommendations for improvements that can be made to exceed customer expectations.
Tue, December 05, 2023
State of Customer Service: The ROI of Customer Experience
In the eighth episode of our national conversation series on customer service, Denese Waiters, Director of Customer Service Advisory and Omnichannel Practice Leader at J.D. Power, is joined by Jon Picoult, Founder & Principal of Watermark Consulting, author, and customer experience expert. Together they discuss the ROI of customer experience and building the business case for customer centricity. Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Special Guest: Jon Picoult, Founder & Principal of Watermark Consulting
Wed, November 22, 2023
2023 Holiday Travel Outlook Preview | Travel & Hospitality Podcast | EP 54
Get ready for an exclusive preview of the holiday travel season on the latest episode of the J.D. Power Travel & Hospitality Intelligence Podcast! Hosted by Michael Taylor and Andrea Stokes. As the holiday season approaches, hotels are gearing up to attract both locals and visitors with special events. Meanwhile, airports and airlines are entering the travel period where the TSA begins forecasting. Brace yourselves for an estimated 30 million passengers embarking on their journeys, a mix of business and leisure travelers. Speaking of leisure travel, this time of year sees a significant surge in vacationers seeking holiday joy. Mark your calendars for Nov. 28, as it is projected to be the busiest travel day with an expected 3.9 million travelers. If you're planning to travel on this day, make sure you're prepared for potential delays and waits. Notably, air travel is predicted to see a 9% increase this year, showcasing the growing enthusiasm for holiday journeys. On the bright side, more amenities in airports will be available, adding enjoyment to your travel experience. Don't forget to tune in to our December episode, where we'll be sharing our predictions for 2024!
Thu, October 26, 2023
'23 Travel App and Website Studies Results with Amit Aggarwal | Travel & Hospitality Podcast | EP 53
The results of the J.D. Power 2023 U.S. Travel App and Travel Website Satisfaction Studies are here! On the latest J.D. Power Travel & Hospitality Intelligence Podcast, Michael Taylor and Andrea Stokes sit down with Amit Aggarwal, managing director of digital solutions for J.D. Power, to discuss the final results of the studies. Some highlights from the study: - What is being done well across most apps/websites? What needs the most improvement? - Why are travel apps rated lower? Anything they are doing as group that’s causing the discrepancy? - Among the winners, what are they doing correctly? - What do the remaining app/web brands need to do to reach the top?
Mon, September 18, 2023
State of Customer Service: Exploring the Future of Customer Service
In the seventh episode of our national conversation series on customer service, Denese Waiters, Director of Customer Service Advisory and Omnichannel Practice Leader at J.D. Power, is joined by Jay Baer, a renowned entrepreneur, author, and customer experience expert. Together they discuss the evolving landscape of customer expectations, the importance of speed and responsiveness, and the role of personalization in customer service to create even better experiences for customers. Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Special Guest: Jay Baer, Hall of Fame keynote speaker, and New York Times Best-Selling author
Wed, September 13, 2023
State of Customer Service: The Opportunity for Excellence
In the sixth episode of our series on the State of Customer Service, Denese Waiters, Director of Customer Service Advisory, and Omnichannel Practice Leader at J.D. Power, is joined by keynote speaker and customer experience consultant, Dan Gingiss. Dan leveraged lessons learned during his extensive career spanning over 20 years in corporate America, including a role he held during which his organization earned a J.D. Power award, to develop strategies to turn customers into enthusiastic advocates through extraordinary customer experiences. Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Special Guest: Dan Gingiss, Keynote speaker and Customer Experience Consultant
Wed, September 13, 2023
What Makes A Great Travel Website or App? | Travel & Hospitality Podcast | EP 44
Ahead of the release of the J.D. Power Travel App and Travel Web studies, listen to Michael Taylor and Andrea Stokes of J.D. Power Travel & Hospitality Intelligence explain what makes an exceptional web and mobile app experience in the travel industry. Mobile apps continue to grow in use and importance in the travel industry. They are a key driver of satisfaction with the overall travel experience. Travelers use mobile apps for booking, managing day-of-travel and account management and have high expectations based on experiences with high-performing apps — both within and outside of the travel industry. Travel websites draw millions of visitors daily and continue to be important to success in the travel industry. Even with the rise of apps, a significant amount of mobile traffic continues to flow to websites. Website experience is a key driver of satisfaction with the overall travel experience.
Fri, September 08, 2023
State of Customer Service: The Customer Service Revolution
On the fifth episode in a series of National Conversations on the State of Customer Service J.D. Power expert, Denese Waiters, Director, Customer Service Advisory, and Omnichannel Practice Leader is joined by special guest Blake Morgan, “the queen of customer experience,”. Listen in as she breaks down what the modern customer looks like in today’s world, mistakes companies need to avoid when developing customer experience (CX) strategies, and the pivotal role that technology is playing in shaping these experiences. Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Special Guest: Blake Morgan, Founder, Keynote Speaker and Customer Experience Futurist
Tue, August 29, 2023
State of Customer Service: Navigating the Customer Experience Battlefield
In the fourth installment in a series of National Conversations on the State of Customer Service J.D. Power expert, Denese Waiters, Director, Customer Service Advisory, and Omnichannel Practice Leader is joined by special guest Jeff Sheehan, CX Author and Leader. Together they discuss the connection between military tactical planning and the strategies needed to create satisfied customers. Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Special Guest: Jeff Sheehan, CX Author and Leader
Wed, August 16, 2023
What Makes A Great Airport? | Travel & Hospitality Podcast | EP 43
Ahead of the release of the J.D. Power 2023 North America Airport Satisfaction Study, listen to Michael Taylor, Practice Lead for J.D. Power Travel & Hospitality Intelligence explain optimal airport designs. What makes a great airport? Some insights from Mike: -- You can design an airport for planes or for people/ -- A little distraction for the eye can be a good thing, especially in high traffic areas, like restrooms. -- Signage and layout are important to the overall experience. -- The approach to your airport should also be considered. Does a traveler have plenty of time to get in the correct lane, find the right parking garage, etc.? Listen to the full podcast for more insights!
Mon, August 14, 2023
State of Customer Service: How to Cultivate a Customer-Driven Foundation
To meet the ever-increasing expectations of customers and thrive in this competitive market, organizations face the challenge of delivering exceptional experiences. To capture and retain loyal customers, organizations need to become customer-centric. Listen to the episode to learn the steps companies can take to adopt this customer-focused approach and what mistakes to avoid during this transition. Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Special Guest: Annette Franz, Founder, and CEO, CX Journey Inc.
Wed, August 02, 2023
State of Customer Service: Creating Stand-Out Customer Experiences
In a world where customers seek seamless, transparent, and effortless service, it is crucial for organizations to strategize and work toward creating stand-out experiences that create loyal customers. Tune in to learn what steps companies should take today to enhance the customer experience, and which organizations are setting the bar for exceptional service. Guest Speakers: J.D. Power Expert: Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Shep Hyken, Customer Service and Experience Expert, Keynote Speaker, and NYT Bestselling Author
Thu, July 27, 2023
We Uncover the 2023 Hotel Study Results | Travel & Hospitality Podcast | EP 52
In the latest episode of the J.D. Power Travel & Hospitality Podcast, Michael Taylor and Andrea Stokes of J.D. Power discuss the key findings from the J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study. Now in its 27th year, this annual study analyzes customer satisfaction across hotel brands and segments. Highlights from the 2023 Study: - Staff service scores reached their highest level yet, underscoring the critical impact of frontline employees on the guest experience. Increased hiring in the hospitality industry has led to improved satisfaction with hotel staff. - Lobbies and common areas play an important role in shaping the perception of luxury hotels in particular. Modern, unique designs score highly for high-end brands. - Value perception remains crucial. Guests who rated their room as an excellent or perfect value showed dramatically higher satisfaction scores. With room rates still elevated, value for money is top-of-mind. Be sure to register for our upcoming webinar on September 20 to learn more 👉🏼 https://register.gotowebinar.com/register/8689642036711774556
Tue, July 25, 2023
Building Careers in Customer Service
On this episode of the Winning the Battle for Talent podcast, Scott Killingsworth, Director of Customer Service Advisory at J.D. Power, is joined by Anne Palmerine, Vice President, Customer Engagement and Enrollment Services at UPMC Health Plan, to discuss career advancement in customer service. They explore identifying and building teams of strong performers, helping agents see their role as a first step in their career, and strategies for clearly defining career paths.
Mon, July 24, 2023
Mind the Advice Gap
Consumers look to brands to provide advice and guidance. However, brands are under-delivering. Why? Traditional approaches aren’t sufficient to support the needs of the workforce and the changing expectations of consumers. The good news is that new technologies and strategies are now available to help brands close the gap. Guest Speakers Mike Vermillion, Senior Managing Director, Global Business Intelligence | J.D. Power Jennifer White, Senior Director, Banking and Payments Intelligence | J.D. Power Evan Siegel , Vice President, Financial Services and Business Development | eGain
Tue, July 18, 2023
State of Customer Service: Future Customer Service Trends that Can't be Ignored
No matter the industry, providing a great customer service experience is crucial for capturing customer support. On this first episode in a series of National Conversations on the State of Customer Service J.D. Power experts, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader, and Jeffrey Conklin, Vice President of Utilities and TMT, identify the top customer service trends and explore how to develop a customer-centric approach.
Mon, June 26, 2023
Hotels Aren’t Lowering Rates, Surprise EV Rentals and Gen AI | Travel & Hospitality Podcast | EP 51
On the latest episode of the J.D. Power Travel & Hospitality Intelligence Podcast, Michael Taylor and Andrea Stokes discuss the latest topics affecting the travel and hospitality industries, including: — The hotel industry doesn't seem to be lowering room rates to stimulate demand, despite a less-than-ideal economic climate. In fact, hotel room rates were higher than May 2022 despite a virtually flat occupancy rate. — Car rental companies are starting to price EVs at the lowest daily fee, with some travelers unaware. The results? Terrible. — There is lots of buzz around generative AI. How is the travel and hospitality industry using it for travel planning and research?
Mon, June 26, 2023
The Recipe for a Successful Customer Experience Transformation
Enhancing your customer journey benefits both your customers and your organization. However, just like any recipe, if you jump in without meticulous planning, you may end up with lackluster results. Join J.D. Power experts on this episode of Innovating the Customer Experience Podcast, as they reveal the steps needed to achieve a successful transformation of your customer experience, including the challenges and tactics involved, how to implement them, and the positive impact this transformation can have on your bottom line. This episode features a discussion with: -- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power
Tue, June 20, 2023
Unleash the Power of Incentives
Incentives can be a powerful tool for motivation among your team, as long as they are implemented thoughtfully. On the latest episode of the Innovating the Customer Experience podcast, our J.D. Power experts Michael Vermillion, Senior Managing Director, Global Business Intelligence, and Mark Miller, Customer Service Advisory Practice Leader, are joined by Uri Gneezy, Epstein Atkinson chair and management leadership and professor of economics and strategy at the University of California San Diego. Don't miss out on their insightful conversation about the power of incentives and their expert advice on creating long-lasting incentive programs.
Wed, May 31, 2023
Humans in the Loop Feat. Elizabeth Wolverton of Synovus
On this special customer service podcast episode, Humans in the Loop, J.D. Power expert Denese Waiters sits down with Elizabeth Wolverton, EVP and Head of Consumer Banking and Brand Experience at Synovus to discuss the importance of employee engagement, especially as brands ramp up their digital capabilities. Elizabeth shares the strategies that helped Synovous succeed across its multiple branches. Listen to the full episode to learn more about the benefits of transforming the employee experience.
Tue, May 30, 2023
Humans in the Loop Feat. Elizabeth Wolverton of Synovus
On this special customer service podcast episode, Humans in the Loop, J.D. Power expert Denese Waiters sits down with Elizabeth Wolverton, EVP and Head of Consumer Banking and Brand Experience at Synovus to discuss the importance of employee engagement, especially as brands ramp up their digital capabilities. Elizabeth shares the strategies that helped Synovous succeed across its multiple branches. Listen to the full episode to learn more about the benefits of transforming the employee experience.
Wed, May 24, 2023
Outlook for Summer Travel and Airline Study Results | Travel & Hospitality Podcast | EP 50
A dollar may not be worth as much as it used to be, but early signs show that summer travel promises to be busy and expensive, according to insights from the latest J.D. Power Travel & Hospitality Podcast. On the latest episode, Michael Taylor and Andrea Stokes discuss the latest J.D. Power #AirlineStudy results and the latest U.S. Travel Association and Oxford Economics partnership data, as well as an outlook for the summer travel season.
Tue, May 16, 2023
Sorry, I Didn’t Catch That: The Importance of Active Listening
On this episode of Innovating the Customer Experience Podcast, our J.D. Power experts Michael Vermillion, Senior Managing Director, Global Business Intelligence, and Mark Miller, Customer Service Advisory Practice Leader, are joined by Lauren Pragoff, Chief Customer Officer at Medicat, to explore the benefits of active listening.
Tue, April 18, 2023
Traveling with Electric Vehicles Feat. Brent Gruber | Travel & Hospitality Podcast | EP 49
On the latest episode of the J.D. Power Travel & Hospitality Podcast, Brett Gruber, Executive Director of the Electric Vehicle Practice at J.D. Power, sits down with Michael Taylor and Andrea Stokes to discusses the importance of electric vehicles in the travel industry. Find out how the EV practice collects data from consumers who take electric vehicles on road trips and how hotels can optimize their properties to take in guests with EVs.
Tue, March 28, 2023
Retail Customers Expectations are Changing: What You Need to Know to Keep Up
In this episode of the Retail Customer Experience Trends Podcast Series, J.D. Power's Senior Managing Director, Rich Bongiorno, sits down with J.D. Power Consultants, Cody Wright, and Young Han, to explore the struggle brands are having with the challenging retail customer landscape, and discuss how leaders can adapt to address customer satisfaction.
Mon, March 20, 2023
The Resurgence of Travel Credit Cards Feat. John Cabell | Travel & Hospitality Podcast | EP 48
On this episode of the J.D. Power Travel & Hospitality Intelligence Podcast, Michael Taylor and Andrea Stokes sit down with John Cabell, Director of the Wealth and Lending Intelligence at J.D. Power, to discuss travel reward credit cards. Key takeaways from the conversation: — Travel cards tend to have longer tenured customers and higher loyalty than regular bank cards. But the value of rewards may not be perceived as valuable by all cardholders. — Banks benefit from the brand synergy of partnering with travel companies for co-branded cards. But not all travel cards offer the same level of rewards and benefits. Learn more by listening to the full podcast episode.
Tue, February 28, 2023
How Will A Potential Recession Affect The Travel Industry? | Travel & Hospitality Podcast | EP 47
On this episode of the J.D. Power Travel & Hospitality Intelligence Podcast, Michael Taylor and Andrea Stokes discuss the expected impact of the recession on the travel and hospitality industry. Andrea Stokes, Hospitality Practice Lead at J.D. Power, mentions that while layoffs have not yet occurred, companies are still hiring and workers have an advantage. Airfare prices are high, but not as high as they were in 2019. The biggest swing factor for the hospitality industry is business travel. The team discusses business travel and how it has been recovering since the pandemic. Michael mentions that businesses are still sending employees on business trips, but that different types of business trips are returning more slowly than before. The two discuss safety of flying and how it is much safer than other forms of travel. They also discusses the safety of aircraft manufacturers and how they are able to reverse engineer accidents and prevent them from happening again.
Fri, February 24, 2023
The Business Case for Personalization
On this episode of Innovating the Customer Experience Podcast: Personalization, our J.D. Power experts Michael Vermillion, Senior Managing Director of Global Business Intelligence and Mark Miller, Customer Service Advisory Practice Leader, are joined by special guests Diane Chen and Caleb Hutchinson from Virsitil. On this episode they explore personalized marketing, also known as individual marketing, and look into the benefits of delivering a strategic personalized experience to your customers. This episode features a discussion with: -- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Diane Chen, Chief Digital Brand Innovation, Strategic Marketing, Virsitil -- Caleb Hutchinson, Digital Marketing Lead, Virsitil To read a recap of this episode, click here: https://blog.jdpa.com/globalbusinessinsights/the-business-case-for-personalization
Thu, February 23, 2023
Why the Band-aid Approach Won’t Solve Workplace Anxiety
It is no secret that anxiety has become a prevalent issue for many Americans, but how concerned should corporations be about stress in the workplace? And, more importantly, what can they do to address it? Episode 11 features a discussion with: -- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Ami Lebendiker, Founder & CEO, Roga To read a recap of this episode, click here: https://blog.jdpa.com/globalbusinessinsights/why-the-band-aid-approach-wont-solve-workplace-anxiety
Thu, February 23, 2023
The Rise of Robots in Retail
We’ve launched a new series that will focus on the experiences customers have with retail, or in-person, service experiences. Listen in to this first episode during which host Rich Bongiorno, senior managing director at J.D. Power, sits down with Cody Wright and Young Han, J.D. Power consultants specializing in Retail, to discuss key tech trends, including the rise and reliance on seamless automated customer experiences like kiosk technology. To read a recap of this episode, click here: https://blog.jdpa.com/globalbusinessinsights/the-rise-of-robots-in-retail
Tue, January 31, 2023
2023 Travel Predictions | Travel & Hospitality Podcast | EP 46
In 2022, the nation’s airports and hotels were busy, still reeling in pent-up leisure travel from the pandemic. How will demand evolve going into 2023? Will business travel ever make a full return? In the latest episode of the J.D. Power Travel and Hospitality Podcast, Michael Taylor and Andrea Stokes offer predictions about where the travel and hospitality industry will be in 2023, based on J.D. Power data and insights.
Tue, December 20, 2022
Jamie Mageau of the U.S. Travel Association | Travel & Hospitality Podcast | EP 45
Leisure travel has been the primary driver of travel industry’s recovery, while business and international travel have lagged behind. To recover this sector of the industry, what can the industry do? On the podcast, Mageau explains how leisure travel driving the industry's recovery in 2022, as well as 2023 trends and business travel outlook. They also discuss how important travel is to the US economy and some legislative initiatives USTA is working on. The J.D. Power Travel & Hospitality Podcast is a monthly podcast that delves into the latest news and trends affecting the travel industry. SUBSCRIBE NOW and get the latest podcasts sent directly to your favorite podcast player! 🎧🗣🎙> linktr.ee/travelpodcast
Tue, December 06, 2022
Innovating the Customer Experience Podcast -- Social Impact and Brand Perception -- EP1
In this highly competitive landscape, brands are searching for solutions to help them stand out and connect with customers and ultimately provide a better customer experience. On this episode of the "Innovating the Customer Experience" podcast, we take a look at how much a customer’s perception of a brand influences their experience with that brand and what brands are currently doing to reshape consumer expectations, including tapping into social impact campaigns. Hear insights from our team of J.D. Power experts, including: -- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power Featuring special guest: -- Nick Lynch, Co-Founder, Collidescope
Mon, November 14, 2022
Introducing The Innovating the Customer Experience Podcast -- E0
Brands are facing evolving customer expectations, emerging technologies, and increased competition. "Innovating the Customer Experience" is a podcast series that helps professionals navigate these challenges. In this podcast, we will hear from customer experience thought leaders, game changers, and innovators who will give advice on how to plan ahead and strategize to meet the changing needs of customers. Featuring insights from our team of J.D. Power experts, including: -- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power -- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power -- Denese Waiters, Director, Customer Service Advisory, J.D. Power -- Rich Bongiorno, Managing Director, Customer Service Advisory, J.D. Power
Tue, October 18, 2022
Mario Rodriguez of Indianapolis International Airport | Travel & Hospitality Podcast | EP 45
Indianapolis International Airport ranked highest among medium-sized airports in the J.D. Power 2022 North America Airport Satisfaction Study. On the latest episode of the J.D. Power Travel & Hospitality Podcast, Mario Rodriguez, Executive Director of the Indianapolis Airport Authority, sits down for a one-on-one interview with Michael Taylor to talk about why the airport excels at satisfying passengers. The J.D. Power Travel & Hospitality Podcast is a monthly podcast that delves into the latest news and trends affecting the travel industry. SUBSCRIBE NOW and get the latest podcasts sent directly to your favorite podcast player! 🎧🗣🎙> https://linktr.ee/travelpodcast On this episode, you’ll hear… -- How Indianapolis’ post-9/11 terminal construction makes travel easier for passengers. -- How ease of airport access, location of airport, and building design all serve traveler needs and shape the customer experience. -- How Indianapolis’ focus on food, beverage, and retail experience has optimized the experience for travelers. -- How the airport is combating the industry-wide attrition challenges through innovation.
Wed, August 31, 2022
Current State of the Travel Industry | J.D. Power Travel & Hospitality Podcast | EP 44
On this month's episode of the J.D. Power Travel & Hospitality Podcast discuss the current state of the travel industry and what travelers can expect during the holiday travel season. The J.D. Power Travel & Hospitality Podcast is a monthly podcast that delves into the latest news and trends affecting the travel industry. SUBSCRIBE NOW and get the latest podcasts sent directly to your favorite podcast player! 🎧🗣🎙 Apple Podcasts > apple.co/36NV5i2 Spotify > spoti.fi/3EPolBC Google Podcasts > bit.ly/3rSOR7S YouTube > bit.ly/3OPrHt8 RSS > bit.ly/3MAOozo
Thu, July 28, 2022
Andrea Melotti of Hard Rock International | J.D. Power Travel & Hospitality Podcast | EP 43
Andrea Melotti of Hard Rock International | J.D. Power Travel & Hospitality Podcast | EP 43 by
Thu, June 09, 2022
Andrew Watterson of Southwest Airlines | J.D. Power Travel & Hospitality Podcast | EP 42
✈️ No bag fees. No assigned seats. No problem! Southwest Airlines ranked highest in customer satisfaction for the economy/basic economy segment in the J.D. Power 2022 North America Airline Satisfaction Study. On the latest episode of the J.D. Power Travel & Hospitality Podcast, Andrew Watterson, Executive Vice President and Chief Commercial Officer for Southwest Airlines, sits down for a one-on-one interview with Michael Taylor to talk about Southwest’s business strategy, company culture and future plans. The J.D. Power Travel & Hospitality Podcast is a monthly podcast that delves into the latest news and trends affecting the travel industry. SUBSCRIBE NOW and get the latest podcasts sent directly to your favorite podcast player! 🎧🗣🎙> https://linktr.ee/travelpodcast In this episode, you’ll hear a discussion on… 0:30 — Introduction and Andrew tells us what he does 0:55 — Andrew speaks briefly about the J.D. Power award win 0:30 — Andrew briefly introduces himself, what he does at Southwest Airlines and acknowledges the company’s award for ranking highest in the Economy/Basic Economy segment of the J.D. Power 2022 North America Airline Satisfaction Study. 1:20 — Mike asks Andrew about Southwest’s value proposition. What does the airline offer flyers that’s different than the competition? Andrew speaks briefly about Southwest’s bundled offering, “backed by pro-consumer policies and delivered by very engaged employees that deliver outstanding hospitality and service.” 2:30 — The two talk a little more about Southwest’s resistance to charge bag fees, which represent $28.1 billion in revenue across the industry. Mike asks Andrew about the philosophy of bundling baggage fees into the ticket price. 5:00 — Mike asks Andrew how Southwest Airlines keeps customers satisfied. 6:00 — The two talk about Southwest’s open seating policy and boarding process. Andrew offers some insights on how the process actually helps drive customer satisfaction. 8:30 — Southwest excels at hiring engaging, friendly associates. Mike asks Andrew how the company finds and trains their employees. Andrew mentions he was turned down from working at Southwest Airlines for 17 years before he was finally hired and that all employees go through a comprehensive hiring process and training. 10:45 — Mike wonders if humor is a part of the hiring process. Andrew says, “A fun-loving attitude is something we look for.” 11:45 — Mike asks Andrew about Southwest’s strategy with business travelers. Andrew talks about Southwest’s origins as a business carrier in Texas and the challenges it encountered with expanding service to the East Coast. Andrew talks about adding more business flights in the East and more leisure in the West, targeted to expanding the business. 13:00 Andrew talks a bit more about business travel and what the airline is doing to support these customers. 14:00 — Andrew talks a bit about the in-cabin experience at Southwest Airlines and what the airline offers passengers. 15:00 — A
Thu, May 19, 2022
The State of the Rental Car Market with Tyson Jominy of J.D. Power | EP 41 - May 2022
Customers are experiencing sticker shock, limited availability and longer service wait times at the rental car counter. It is likely these conditions will continue into 2022, Tyson Jominy, VP of Data & Analytics for J.D. Power's Global Automotive division, tells Michael Taylor on the J.D. Power Travel & Hospitality Podcast. The J.D. Power Travel & Hospitality Podcast is a monthly podcast that delves into the latest news and trends affecting the travel industry. SUBSCRIBE NOW and get the latest podcasts sent directly to your favorite podcast player! 🎧🗣🎙 Apple Podcasts > apple.co/36NV5i2 Spotify > spoti.fi/3EPolBC Google Podcasts > bit.ly/3rSOR7S YouTube > bit.ly/3OPrHt8 RSS > bit.ly/3MAOozo
Wed, May 18, 2022
Winning the Battle for Talent Podcast -- EP 10 -- Ghosting
On the latest episode of “Winning the Battle for Talent,” our team of J.D. Power Customer Service Advisory experts discuss “ghosting” when it comes to employment: What is it, who is doing it, why is it happening, and what can organizations do to address it? Episode 10 features a discussion with: -- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Ted Nardin, Sr. Consultant, Customer Service Advisory, J.D. Power and President, 5th Talent International -- Jonathan Sutter, Senior Director, Travel & Hospitality, J.D. Power
Tue, April 26, 2022
Alison Taylor of American Airlines | Travel & Hospitality Podcast | EP 40 - April 2022
On the latest episode of the J.D. Power Travel & Hospitality Podcast, Chief Customer Officer for American Airlines, Alison Taylor, sits down for a one-on-one interview. This episode explores the latest mask mandate changes, ways to keep travelers engaged with an airline brand, and what to expect in the future for air travel. The J.D. Power Travel & Hospitality Podcast is a monthly podcast that delves into the latest news and trends affecting the travel industry. SUBSCRIBE NOW and get the latest podcasts sent directly to your favorite podcast player! 🎧🗣🎙 Apple Podcasts > https://apple.co/36NV5i2 Spotify > https://spoti.fi/3EPolBC Google Podcasts > https://bit.ly/3rSOR7S YouTube > https://bit.ly/3OPrHt8 RSS > https://bit.ly/3MAOozo In this episode, you’ll hear a discussion on… 1:06 — Alison gives a quick update on health and safety protocols, both on American Airlines’ aircraft and inside of airports. 6:00 — Michael asks Alison about some of the new amenities and services passengers can expect on American Airlines. 8:15 — Across the industry, business travel has yet to restore to pre-pandemic levels. Alison gives us American Airlines’ forecast for business travel. 11:00 — The two talk about the role small and medium-sized businesses played in their utilization of business travel during the pandemic. 14:00 — Alison and Michael talk a bit about the in-flight experience, the interior of cabins and the complexity of replacing certain components of the aircraft. 16:30 — Michael asks Alison about what passengers can expect from American Airlines’ loyalty program going forward.
Tue, April 19, 2022
J.D. Power Tech Support Podcast -- EP 6 – People
During this episode, our team continues their discussion around the tech support maturity model, this time focusing on People. Where do most companies fall in the maturity model when it comes to their People? What best practices are high performing organizations deploying? This podcast features a discussion with: -- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality Intelligence. -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Mike Noeth, Evaluator, Customer Service, Technical Support, Field Service, J.D. Power -- Greg Dickerson, Call and Contact Center Consultant, J.D. Power
Tue, April 19, 2022
J.D. Power Tech Support Podcast -- EP 5 – Strategy
During this episode, our team continues diving into the tech support maturity model with a discussion around Strategy. Where do most companies fall in the maturity model when it comes to Strategy? What are high performing organizations doing to align their Strategy with the overall business strategy? This podcast features a discussion with: -- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality Intelligence. -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Mike Noeth, Evaluator, Customer Service, Technical Support, Field Service, J.D. Power -- Greg Dickerson, Call and Contact Center Consultant, J.D. Power
Tue, April 19, 2022
J.D. Power Tech Support Podcast -- EP 4 – Technology
During this episode, our team explores the Technology segment of our tech support maturity model. Where do most companies fall in the maturity model when it comes to Technology? What best practices are we seeing from high performers when it comes to performance management, survey tools, workforce management, and disaster recovery? This podcast features a discussion with: -- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality Intelligence. -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Mike Noeth, Evaluator, Customer Service, Technical Support, Field Service, J.D. Power -- Greg Dickerson, Call and Contact Center Consultant, J.D. Power
Tue, April 19, 2022
J.D. Power Tech Support Podcast -- EP 3 – Process
During this episode, our team of J.D. Power Customer Service Advisory begins a discussion around the tech support maturity model. We focus first on Process. Where do most companies fall in the maturity model when it comes to Process? What do high performing organizations do to move forward? This podcast features a discussion with: -- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality Intelligence. -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Mike Noeth, Evaluator, Customer Service, Technical Support, Field Service, J.D. Power -- Greg Dickerson, Call and Contact Center Consultant, J.D. Power
Tue, April 19, 2022
Winning the Battle for Talent Podcast -- EP 9 -- Empathy
On this episode, our experts discuss empathy. What is empathy in relation to customer service? Why is it important? How do you distill it into your cultural? E9 features a discussion with: -- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Alexandra Blum, Founder, Silver Lining Marketing
Tue, March 29, 2022
J.D. Power Tech Support Podcast -- Meet the Speaker –- Mike Noeth
J.D. Power Tech Support Podcast -- Meet the Speaker –- Mike Noeth by
Tue, March 29, 2022
J.D. Power Tech Support Podcast -- Meet the Speaker –- Greg Dickerson
J.D. Power Tech Support Podcast -- Meet the Speaker –- Greg Dickerson by
Tue, March 29, 2022
J.D. Power Tech Support Podcast -- EP 2 -- Industry Trends
During this episode, our team of J.D. Power Customer Service Advisory experts explore technology support trends they’re seeing in 2022, how those are impacting organizations, and what we see top performers doing. Listen in to the conversation now. This podcast features a discussion with: -- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality Intelligence. -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Mike Noeth, Evaluator, Customer Service, Technical Support, Field Service, J.D. Power -- Greg Dickerson, Call and Contact Center Consultant, J.D. Power
Tue, March 22, 2022
Winning the Battle for Talent Podcast -- EP 8 -- 4 Imperatives for the Frontline Supervisor: Pt. 4
On the latest episode of “Winning the Battle for Talent,” our experts wrap up their four-part discussion around the four imperatives of the frontline supervisor during the "Great Resignation"(and beyond). Listen in as they discuss the final imperative. (And if you’ve missed the other three, don’t forget to catch up on those episodes.) E8 features a discussion with: -- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power -- Ted Nardin, Sr. Consultant, Customer Service Advisory, J.D. Power and President, 5th Talent International
Tue, March 15, 2022
Winning the Battle for Talent Podcast -- EP 7 -- 4 Imperatives for the Frontline Supervisor: Pt. 3
On the latest episode of “Winning the Battle for Talent,” our experts continue our four-part discussion around the four imperatives of the frontline supervisor during the "Great Resignation"(and beyond). Listen in as they discuss the third imperative. And if you’ve missed imperatives one and two, don’t forget to catch up on those episodes. E7 features a discussion with: -- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power -- Ted Nardin, Sr. Consultant, Customer Service Advisory, J.D. Power and President, 5th Talent International
Mon, March 07, 2022
Winning the Battle for Talent Podcast -- EP 6 -- 4 Imperatives for the Frontline Supervisor: Pt. 2
On the latest episode of “Winning the Battle for Talent,” our experts continue our four-part discussion around the four imperatives of the frontline supervisor during the "Great Resignation"(and beyond). Listen in as they discuss the second imperative. E6 features a discussion with: -- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power -- Ted Nardin, Sr. Consultant, Customer Service Advisory, J.D. Power and President, 5th Talent International
Wed, March 02, 2022
Winning the Battle for Talent Podcast -- EP 5 -- 4 Imperatives for the Frontline Supervisor: Pt. 1
On the latest episode of “Winning the Battle for Talent,” our experts begin a 4 part discussion around the 4 Imperatives of the Frontline Supervisor During the Great Resignation (and Beyond). We start by digging into the first imperative: changing your mindset. EP5 features a discussion with: -- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power -- Ted Nardin, Sr. Consultant, Customer Service Advisory, J.D. Power and President, 5th Talent International
Thu, February 10, 2022
J.D. Power Travel & Hospitality Podcast -- Exclusive Insight -- Passenger View
Our latest episode of the podcast features a recent webinar conversation between J.D. Power Travel Intelligence Practice Lead, Michael Taylor, and Kate Sullivan, Deputy Director of Strategic Partnerships and Liz Moselle, Assistant Director of Guest Experience of Philadelphia Airport. The three discuss how PHL is using a new research technique, Passenger View, to gather the right data to make strategic, travel-centric decisions on upgrades and redesign initiatives, increase travel satisfaction, and drive non-aeronautical revenues.
Thu, February 10, 2022
Winning the Battle for Talent Podcast -- EP 4 -- The Supervisor: Part 2
On the latest episode of “Winning the Battle for Talent,” our experts discuss: — What goes on in a person’s mind when they’re beginning to think about leaving an organization — The role of the supervisor when it comes to retention and ensuring employees aren’t burned out EP4 features a discussion with: -- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality Intelligence. -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power -- Brian Kearney, Sr. Consultant, Customer Service Advisory, J.D. Power and Co-Founder, 5th Talent International -- Ted Nardin, Sr. Consultant, Customer Service Advisory, J.D. Power and President, 5th Talent International
Wed, February 09, 2022
Special Feature: Technology Support
At the end of 2021, our Customer Service experts took a look back at what technology support organizations did well and what best practices to take into 2022. Listen in to the conversation now. This podcast features a discussion with: -- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality Intelligence. -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Mike Noeth, Evaluator, Customer Service, Technical Support, Field Service, J.D. Power -- Greg Dickerson, Call and Contact Center Consultant, J.D. Power
Tue, February 01, 2022
Winning the Battle for Talent Podcast -- EP 3 -- The Supervisor: Part 1
During the latest episode of the “Winning the Battle for Talent Podcast,” our experts discuss: — The evolution of the supervisor — How their role evolved with the work-at-home shift — How to support them so that they can support their agents EP3 features a discussion with: -- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality Intelligence. -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power -- Brian Kearney, Sr. Consultant, Customer Service Advisory, J.D. Power and Co-Founder, 5th Talent International -- Ted Nardin, Sr. Consultant, Customer Service Advisory, J.D. Power and President, 5th Talent International
Wed, January 26, 2022
Winning the Battle for Talent Podcast -- EP 2 -- Quit Rate
In what is being called “The Great Resignation,” millions of Americans have quit their jobs since the height of the pandemic. Some are looking for greener pastures elsewhere, others are dabbling with entrepreneurship, while others have just halted working entirely. During the latest episode of the “Winning the Battle for Talent Podcast,” our experts take a look at quit rate: — Why is it so high? — What can companies do to address this? — How is this impacting the employees that stay? EP2 features a discussion with: -- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality Intelligence. -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Brian Kearney, Sr. Consultant, Customer Service Advisory, J.D. Power and Co-Founder, 5th Talent International
Tue, January 18, 2022
Winning the Battle for Talent Podcast -- EP 1 -- The Level Setting Episode
Retaining and engaging key talent has never been more critical. Welcome to Winning the Battle for Talent, the podcast where our J.D. Power Customer Service Experts discuss the latest trends and what companies are doing to improve people management, reduce attrition and most importantly, help their employees thrive. EP1 features a discussion with: -- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality Intelligence. -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Brian Kearney, Sr. Consultant, Customer Service Advisory, J.D. Power and Co-Founder, 5th Talent International
Tue, January 04, 2022
J.D. Power Travel & Hospitality Podcast – Episode 37, November 2021
Michael Taylor, Jennifer Corwin and Andrea Stokes of J.D. Power Travel and Hospitality Intelligence discuss the latest industry trends.
Tue, January 04, 2022
J.D. Power Travel & Hospitality Podcast – Episode 38, December 2021
Michael Taylor, Jennifer Corwin and Andrea Stokes of J.D. Power Travel and Hospitality Intelligence discuss 2022 industry predictions.
Fri, December 17, 2021
What Does Digital Retailing Mean to Dealers, Lenders and Shoppers?
Shopping online for cars was already taking hold of consumers before the pandemic, but it has exploded since life moved indoors and online. The data gathering that comes with online shopping is unprecedented, and allows for more in-depth analysis and prediction. With life beginning to return to normal, albeit very slowly, how can dealers capitalize on the opportunities afforded by online retailing?
Tue, November 30, 2021
J.D. Power Travel & Hospitality Podcast – Episode 36, October 2021
J.D. Power Travel & Hospitality Podcast – Episode 36, October 2021 by
Mon, September 27, 2021
Valuation Services Podcast EP 5: Used Battery Electric Vehicle Market: Is it Charged Up?
The used battery electric vehicle (BEV) marketplace will see a flood of new entries, more than 100, in the coming years. As more BEVs are placed on secondary marketplaces, many consumers will be interested in knowing the total cost of ownership. This will be especially true as the segment matures and purchasers shift from enthusiasts and early adopters to mainstream budget conscious buyers. J.D. Power and ALG experts discuss their insights regarding the BEV gains made in terms of value retention, residual values and total cost of ownership on the latest episode of the J.D. Power Valuation Services’ “Golden Age of Used Vehicles Podcast” episode. Featuring David Paris, senior manager of market insights with J.D. Power Valuation Services and Cari Crane, director of industry insights with ALG a Division of J.D. Power. Hosted by Jack Nerad, automotive author, journalist, radio host, North American Car of the Year Vice President and Motor Press Guild President.
Wed, August 25, 2021
J.D. Power Travel & Hospitality Podcast – Episode 35, August 2021
J.D. Power Travel & Hospitality Podcast – Episode 35, August 2021 by
Thu, July 22, 2021
J.D. Power Travel & Hospitality Podcast – Episode 34, July 2021
Michael Taylor, Jennifer Corwin and Andrea Stokes of J.D. Power Travel and Hospitality Intelligence discuss the latest news and trends affecting the travel industry, including: -- J.D. Power 2021 Hotel Guest Satisfaction Results -- Covid-19 Mask mandate lawsuit, masks on airplanes, altercations as a result of mask practices -- Canada border re-opening for travel, European air travel resumption
Fri, June 25, 2021
J.D. Power Travel & Hospitality Podcast – Episode 33, June 2021
Michael Taylor, Jennifer Corwin and Andrea Stokes of J.D. Power Travel and Hospitality Intelligence discuss the latest news and trends affecting the travel industry, including: -- Rental car shortage -- Staffing shortages impacting airlines/flights and hotel availability -- Hotel employee vaccine requirements
Wed, May 26, 2021
J.D. Power Travel & Hospitality Podcast – Episode 32, May 2021
Michael Taylor, Jennifer Corwin and Andrea Stokes of J.D. Power Travel and Hospitality Intelligence discuss the latest news and trends affecting the travel industry, including: -- Delta wins J.D. Power Airport award -- Mask rules changing and implications for travel -- Labor shortage affecting travel services -- Employee vaccine requirements
Mon, May 03, 2021
J.D. Power Travel & Hospitality Podcast – Episode 31, April 2021
Michael Taylor, Jennifer Corwin and Andrea Stokes of J.D. Power Travel and Hospitality Intelligence discuss the latest news and trends affecting the travel industry, including: -- COVID-19 vaccination requirements for hotel employees -- CDC guidelines for return to cruising -- Rental car shortage -- Physical altercations at airports
Tue, March 23, 2021
Golden Age of Used Vehicles Podcast: Why The Transformation of J.D. Power Valuation Services Matters
Jonathan Banks, Vice President and General Manager of J.D. Power Valuation Services joins Jack Nerad, automotive author, journalist, radio host, North American Car of the Year Vice President and Motor Press Guild President to kick off the series with the first episode, “J.D. Power Valuation Services Transformation: Why It Matters."
Mon, March 01, 2021
J.D. Power Travel & Hospitality Podcast – Episode 30, February 2021
What sectors of the travel and hospitality industry will recover the fastest? What's the future of airline change and refundable fees? Listen to Michael Taylor, Jennifer Corwin and Andrea Stokes of J.D. Power Travel and Hospitality Intelligence discuss the latest insights, driven by J.D. Power Passenger View data.
Wed, January 27, 2021
J.D. Power Travel & Hospitality Podcast – Episode 29, January 2021
Listen to Michael Taylor, Jennifer Corwin and Andrea Stokes of J.D. Power Travel and Hospitality Intelligence engage in a roundtable discussion about COVID travel vaccine passports and requirements, hotels serving as COVID vaccination sites and Hertz's bankruptcy.
Tue, January 19, 2021
J.D. Power Work-At-Home Podcast - Episode 8
Josh Gross, founder of Pizzatime, joins J.D. Power’s Michael Vermillion, Mark Miller, Scott Killingsworth, and Tom Bontempo to discuss issues and trends related to work-at-home customer service operations. Topics discussed during this podcast include: -- Remote employee engagement: The Pizzatime story -- Work-at-home team dynamics
Tue, December 08, 2020
J.D. Power Work-At-Home Podcast - Episode 7
Brandon Knight, VP of the Contact Center Practice at Telarus, joins J.D. Power’s Michael Vermillion, Mark Miller, and Scott Killingsworth to discuss issues and trends related to the shift to Work-at-Home for customer service operations. Topics discussed during this podcast include: -- Technology transitions for work-at-home: the good and the bad -- Key security challenges for work-at-home technology -- How technology can help with productivity levels and employee engagement -- The future of work-at-home
Wed, December 02, 2020
J.D. Power Travel & Hospitality Podcast – Episode 28, November 2020
Is 2021 going to be the year of “revenge travel?” 🤔🧳✈️ Listen to Michael Taylor, Jennifer Corwin and Andrea Stokes of J.D. Power Travel and Hospitality Intelligence engage in a roundtable discussion about best practices and advice on how hotels, airlines, airports and rental car agencies can improve customer satisfaction as we inch closer back to normal.
Mon, November 16, 2020
J.D. Power Work-At-Home Podcast - Episode 6
Ted Nardin and Brian Kearney from 5th Talent join J.D. Power’s Michael Vermillion and Mark Miller to discuss issues and trends related to the shift to Work-at-Home for customer service operations. Topics discussed during this podcast include: -- Meaningful Work: the “magic metric” -- Key findings from Work-At-Home study -- Work-At-Home fatigue -- Recommendations for isolating and addressing frustrations
Tue, November 03, 2020
J.D. Power Work-At-Home Podcast - Episode 6
Ted Nardin and Brian Kearney from 5th Talent join J.D. Power’s Michael Vermillion and Mark Miller to discuss issues and trends related to the shift to Work-at-Home for customer service operations. Topics discussed during this podcast include: -- Meaningful Work: the “magic metric” -- Key findings from Work-At-Home study -- Work-At-Home fatigue -- Recommendations for isolating and addressing frustrations
Tue, November 03, 2020
J.D. Power Work-At-Home Podcast - Episode 5
Carl Eckert, Co-founder & CEO of Amelia, joins J.D. Power’s Michael Vermillion and Mark Miller to discuss issues and trends related to the shift to Work-at-Home for customer service operations. Topics discussed during this podcast include: -- Employee mental health -- Personalization in the employee onboarding process -- Maintaining engagement in a work-at-home environment
Fri, October 30, 2020
J.D. Power Work-At-Home Podcast - Episode 4
Jeff Conklin, Vice President of Utilities and TMT at J.D. Power joins Michael Vermillion, Mark Miller, and Scott Killingsworth to discuss issues and trends related to the shift to Work-at-Home for customer service operations. Topics discussed during this podcast include: -- Policy changes and the return to normalcy -- The impact of the end of financial assistance on customer service agents -- Best practices to help manage agents through challenging conversations
Mon, October 26, 2020
J.D. Power Travel & Hospitality Podcast – Episode 26, September 2020
J.D. Power's Michael Vermillion, Michael Taylor and Andrea Stokes discuss issues affecting the travel and hospitality industry in our latest Travel Podcast. Among the topics discussed: -- Airlines drop change fees -- Hotels campaign to inspire travel planning -- Latest airport research on traveler safety attitudes -- Impact of pandemic on rental car industry
Mon, October 26, 2020
J.D. Power Travel & Hospitality Podcast – Episode 27, October 2020
J.D. Power's Michael Vermillion, Michael Taylor and Andrea Stokes discuss issues affecting the travel and hospitality industry in our latest Travel Podcast.
Wed, September 23, 2020
J.D. Power Work-At-Home Podcast - Episode 3
On this episode, J.D. Power’s Michael Vermillion, Mark Miller, and Scott Killingsworth are joined by special guest Alison Fox, Travel + Leisure digital contributor, to discuss issues and trends related to the shift to Work-at-Home for customer service operations. Topics discussed during this episode include: -- How employers can take advantage of the flexibility that Work-at-Home has created -- Decreases in productivity -- Impact of Work-at-Home on young new hires
Mon, September 14, 2020
J.D. Power Work-At-Home Podcast - Episode 2, September 2020
J.D. Power’s Michael Vermillion, Mark Miller, and Scott Killingsworth discuss issues and trends related to the shift to Work-at-Home for customer service operations. Topics discussed during this episode include: • Developing cultural connections with new hires • How to support working parents struggling with Work-at-Home • The pandemic of work-from-home injuries • The impact of working from home on collaboration
Tue, August 25, 2020
J.D. Power Work-At-Home Podcast - Episode 1, August 2020
J.D. Power’s Michael Vermillion, Mark Miller, and Scott Killingsworth discuss issues and trends related to the shift to Work-at-Home for customer service operations. Topics discussed during this podcast include: -- Early learnings from the Work-at-Home shift -- Emerging best practices -- Cracks in the model -- Impact on employee mental health -- Sustainability of the remote customer service model
Wed, August 12, 2020
J.D. Power Travel & Hospitality Podcast – Episode 25, August 2020
J.D. Power's Michael Vermillion, Michael Taylor and Andrea Stokes discuss issues affecting the travel and hospitality industry in our latest Travel Podcast. Among the topics discussed: -- Delta parts way with 17,000 employees -- J.D. Power publishes 2020 North America Guest Satisfaction Study -- Lyft expands rental car business -- United's new app notification feature -- Hotel guests checking in for the long haul
Mon, July 06, 2020
J.D. Power Travel & Hospitality Podcast – Episode 24, July 2020
J.D. Power's Michael Vermillion, Michael Taylor, Jennifer Corwin and Andrea Stokes discuss issues affecting the travel and hospitality industry in our latest Travel Podcast. Among the topics discussed: -- Airlines moving away from social distancing -- Tax incentives to travel -- Hospitality industry looking at a two year recovery -- Search for lost treasure online with Unclaimed Baggage
Wed, June 03, 2020
J.D. Power Travel & Hospitality Podcast – Episode 23, June 2020
J.D. Power's Michael Vermillion, Michael Taylor, Jennifer Corwin and Andrea Stokes discuss issues affecting the travel and hospitality industry in our latest Travel Podcast. Among the topics discussed... -- Hertz's future after bankruptcy -- Temperature taking at airports: Who does it, airports or airlines? -- Boeing resumes manufacture of the 737 Max aircraft -- State and local regulations present challenges as hotels reopen -- Colleges consider hotels as dorms
Wed, May 13, 2020
J.D. Power Travel & Hospitality Podcast – Episode 22, May 2020
J.D. Power's Michael Vermillion, Michael Taylor, Jennifer Corwin and Andrea Stokes discuss issues affecting the travel and hospitality industry in our latest Travel Podcast. Among the topics discussed... -- Cleaning updates - hotels, airlines, airports -- End of the complimentary breakfast buffet? -- Sharing economy hit harder? -- TSA traffic is picking up
Tue, May 05, 2020
Is COVID-19 putting automated vehicles in the rear-view window?
Is COVID-19 putting automated vehicles in the rear-view window? by
Wed, April 15, 2020
J.D. Power Travel & Hospitality Podcast – Episode 21, April 2020
J.D. Power's Michael Vermillion, Michael Taylor, Jennifer Corwin and Andrea Stokes discuss issues affecting the travel and hospitality industry in our latest Travel Podcast. Among the topics discussed... -- Delta Airlines and United Airlines extends miles expiration date to 2021 -- United Airlines extends 2020 frequent flyer status to 2021 -- Delta Airlines changes boarding procedure due to COVID-19 -- Singapore shows what’s new with new hotel certifications in cleanliness -- Hotels are stepping up to help in the fight by donating rooms -- Airport rental car fire at Southwest Florida International Airport
Tue, March 24, 2020
J.D. Power Travel & Hospitality Podcast – Episode 20, March 2020
J.D. Power's Michael Vermillion, Michael Taylor, Andrea Stokes and Jennifer Corwin discuss hot topics in the travel and hospitality industry in our latest Travel Podcast. Among the topics discussed... -- Social distancing on planes -- How hotels will bring guests back -- Changes to expect upon return to airports -- Enterprise lowers fees for military and students -- Virtual travel with digital tours
Mon, February 24, 2020
J.D. Power Travel & Hospitality Podcast – Episode 19, February 2020
J.D. Power's Michael Vermillion, Michael Taylor, Andrea Stokes and Jennifer Corwin discuss hot topics in the travel and hospitality industry in our latest Travel Podcast. Among the topics discussed... -- Coronavirus impact on travel industry -- Starbucks new approach at airports -- Google Flights drops booking fees -- Alaska and American team up
Mon, February 03, 2020
J.D. Power Travel & Hospitality Podcast – Episode 18, January 2020
J.D. Power's Michael Vermillion, Michael Taylor, Andrea Stokes and Jennifer Corwin discuss hot topics in the travel and hospitality industry in our latest Travel Podcast. Among the topics discussed... -- Is CES becoming a travel industry show? United and Enterprise presentation highlights -- 2020 Outlook for Hotels -- Denver airport expansion -- Hyatt teams up with Headspace to offer wellbeing content
Wed, December 18, 2019
J.D. Power Travel & Hospitality Podcast – Episode 17, December 2019
J.D. Power's Michael Vermillion, Michael Taylor, Andrea Stokes and Jennifer Corwin discuss hot topics in the travel and hospitality industry in our latest Travel Podcast. Among the topics discussed... -- Top stories of 2019 -- Boeing 737 Max -- Market forces in hospitality -- Lyft's entry into rental cars -- Uber and Lyft disruption at the airport -- Emerging digital options -- A shift in loyalty programs Predictions for 2020
Wed, November 27, 2019
J.D. Power Utility Podcast, Episode 6 - November 2019
J.D. Power's Utilities practice discuss issues affecting the utilities industry in this podcast. Topics include: 2019 Environmental Outlook/Climate Change (15 questions; part of 2019 Elec. Res. Vol. 2 study) 2019 Electric Utility Business Study Highlights Best Practices for Key Accounts Featured speakers: John Hazen Adrian Chung Kelly Jackson
Thu, November 21, 2019
J.D. Power Travel & Hospitality Podcast – Episode 16, November 2019
J.D. Power's Michael Vermillion, Michael Taylor, Andrea Stokes and Jennifer Corwin discuss hot topics in the travel and hospitality industry in our latest Travel Podcast. Among the topics discussed... -- The Best Airline Loyalty Programs of 2019 -- Hotel Brands keeping up with Digital Channels -- Updating the Menu at the Airport -- Rental Car Companies Achieve Record High Satisfaction -- The Continuing Rideshare Saga at LAX
Mon, October 21, 2019
J.D. Power Travel & Hospitality Podcast – Episode 15, October 2019
J.D. Power's Michael Vermillion, Michael Taylor, Andrea Stokes and Jennifer Corwin discuss hot topics in the travel and hospitality industry in our latest Travel Podcast. Among the topics discussed... -- Delta may adopt simpler fares for airline passengers -- Hotel resort fees transparency -- LAX ending curbside pick-up for Uber and Lyft -- J.D. Power 2019 North American Airport Study results -- Lyft's app makes it easier to find other transportation
Thu, September 19, 2019
J.D. Power Travel & Hospitality Podcast – Episode 14, September 2019
J.D. Power's Michael Vermillion, Michael Taylor and Jennifer Corwin discuss hot topics in the travel and hospitality industry in our latest Travel Podcast. Among the topics discussed: -- United Airlines frequent flyer miles will no longer expire. -- IHG testing a new way to spend your hotel points. -- Airport security innovations being tested at Las Vegas McCarran Airport. -- Kyte brings the rental car to you. -- Booking.com and hotel resort fees.
Mon, September 09, 2019
J.D. Power Utility Podcast, Episode 5 - September 2019
J.D. Power's Utilities practice discusses water quality, water supplies and customer costs of water in this very water-themed utility podcast!
Thu, August 22, 2019
J.D. Power Travel & Hospitality Podcast – Episode 12, July 2019
Among the topics discussed: -- United Airlines brings back the Stroopwafel -- Marriott sued by District of Columbia alleging fraudulent resort fees -- Famous Chicago architects picked to design concourses at O’Hare -- DIA shelving plans for more airport parking -- Hotel Indigo Unveils Shoppable Room
Thu, August 22, 2019
J.D. Power Travel & Hospitality Podcast – Episode 13, August 2019
J.D. Power's Michael Vermillion, Michael Taylor and Jennifer Corwin discuss hot topics in the travel and hospitality industry in our latest Travel Podcast. Among the topics discussed: -- Southwest ceases operations at Newark to focus on La Guardia -- IHG opts for bulk-size amenities to reduce plastic waste -- SFO bans sale of plastic bottles of water -- RDU plans to eliminate rental car shuttles to create space for taxis, Uber and Lyft -- United Airlines expands service that holds planes for connecting flyers
Thu, July 11, 2019
J.D. Power Utility Podcast, Episode 4 - July 2019
J.D. Power's Utilities practice recaps findings from the recently published 2019 Electric Utility Residential Customer Satisfaction Study, discussing topics such as: - Operational asset management influencing customer satisfaction - Utilities leveraging analytics to look after risky assets to improve safety and reliability - Voice of the customer on maintaining utility infrastructure - Industry use of chat for engagement in customer care
Mon, June 24, 2019
J.D. Power Travel & Hospitality Podcast – Episode 11, June 2019
J.D. Power's Michael Vermillion, Michael Taylor and Jennifer Corwin discuss hot topics in the travel and hospitality industry in our latest Travel Podcast. Among the topics discussed: -- Airbus proposes narrowbody jets from the US to Europe. -- American consumers spent more on Airbnb than on Hilton last year. -- Hertz unveils subscription service starting at $999 a month. -- Why airport USB charging stations may be dangerous. -- Carnival’s Ocean Medallion wearable brings tech luxury to cruise ships
Mon, May 27, 2019
J.D. Power Travel & Hospitality Podcast – Episode 10, May 2019
J.D. Power's Michael Vermillion, Michael Taylor and Jennifer Corwin discuss hot topics in the travel and hospitality industry in our latest Travel Podcast. Among the topics discussed: -- Delta testing Free Wi-Fi on domestic flights -- Marriott’s new home sharing platform -- Fighting germs at airport security checkpoints with Antibacterial checkpoint trays -- $340M rental car facility opens at Kahului Airport -- New Google Travel site replacing Trips app, brings together Flights & Hotels search
Mon, May 20, 2019
J.D. Power Utility Podcast – Episode 3, May 2019
J.D. Power's Utilities practice discusses hot topics within the industry from the month of May, including: -- The Success of Mobile Apps -- Electric Vehicle impact on utilities -- Time of Day rate changes and their impact in CA -- Updates on Electric Business and Residential studies -- Positive impact of leak alerts from water utilities
Mon, April 29, 2019
J.D. Power Travel & Hospitality Podcast – Episode 9, April 2019
J.D. Power's Michael Vermillion, Michael Taylor and Jennifer Corwin discuss hot topics in the travel and hospitality industry in our latest Travel Podcast. Among the topics discussed: -- JetBlue announcing flights to Europe -- Equinox Launches Equinox Hotels At 35 Hudson Yards; Defines New Genre Of Luxury Travel -- Enterprise to launch car subscription service within month -- FBI looking into computer system outages at Cleveland Hopkins International Airport -- Travel Industry Apps Lag Substantially Behind Credit Card and Banking Apps
Mon, March 25, 2019
J.D. Power Travel & Hospitality Podcast – Episode 8, March 2019
J.D. Power's Michael Vermillion, Michael Taylor and Jennifer Corwin discuss hot topics in the travel and hospitality industry in our latest Travel Podcast. Among the topics discussed: - The global grounding of Boeing 737 Max and the impact on customer experience. - Google launches its own hotel search site and Airbnb acquires Hotel Tonight. - Regulators crack down on peer-to-peer car rental. - App-based delivery service brings food and retail goods to your gate.
Mon, February 25, 2019
J.D. Power Travel & Hospitality Podcast – Episode 7, February 2019
J.D. Power's Michael Vermillion, Michael Taylor and Jennifer Corwin discuss hot topics in the travel and hospitality industry in our latest Travel Podcast. Airline: Is Southwest Still the Low Cost Airline? Hospitality: Marriott launches Bonvoy to replace loyalty programs Airport: British Airways and American to spend $344M at JFK Rental Car: Hertz scraps surprise fees for crossing GG Bridge Digital: Travel Apps recording keystrokes: Does Privacy Matter to App Users?
Wed, February 20, 2019
J.D. Power Utility Podcast – Episode 2, February 2019
Our J.D. Power Utilities team recaps findings from the 2019 Utility Client Conference Recap, discussing innovation, the use of IoT in utilities, smart meters and smart thermostats, among other topics.
Mon, January 21, 2019
J.D. Power Travel & Hospitality Podcast – Episode 6, January 2019
J.D. Power's Travel and Hospitality team (Michael Vermillion, Jennifer Corwin and Michael Taylor) discuss: Herb Kelleher's legacy at Southwest Government shutdown impact on travel New restrooms at LaGuardia Biometric (Clear) exit lanes at Hertz Keyless app at Avis Budget Subscribe to J.D. Power Podcasts on Apple Podcasts! Apple Podcasts: https://itunes.apple.com/us/podcast/j-d-power-podcasts/id1437193513?mt=2
Tue, December 18, 2018
J.D. Power Travel & Hospitality Podcast – Episode 5, December 2018
J.D. Power's Travel and Hospitality team (Michael Vermillion, Jennifer Corwin and Michael Taylor) discuss the biggest travel stories of 2018 and their predictions for 2019.
Mon, December 17, 2018
How Wealth Management Can Integrate Human, Technological Touch Points to Maximize CX
Michael Foy, Senior Director of the Wealth Management Practice, of J.D. Power explains how wealth management can integrate human and technological touch points to maximize customer experience, in this exclusive podcast.
Mon, December 03, 2018
Ben Bartosch Discusses Impact of Natural Disasters on Vehicle Pricing for Dealers and Consumers
J.D. Power Valuation Services' Ben Bartosch discusses the impact of natural disasters on vehicle pricing for dealers and consumers
Mon, December 03, 2018
J.D. Power Travel & Hospitality Podcast – Episode 4, November 2018
In this episode of the J.D. Power Travel & Hospitality Podcast, J.D. Power's team of travel and hospitality experts Michael Vermillion, Michael Taylor and Jennifer Corwin discuss: - Uber and Lyft impacting how airports make money - Airlines introduce new club access restrictions - Data breaches and guest satisfaction - Apps driving rental car satisfaction - Travel activities are taking off Learn more about J.D. Power's Travel and Hospitality team at https://www.jdpower.com/business/industry/travel-and-hospitality
Thu, November 15, 2018
Focus on SUVs, CUVs and Trucks Is Creating Strong Demand for Passenger Cars in Used Vehicle Market
David Paris, executive analyst at J.D. Power Valuation Services, explains why a focus on manufacturing focus on SUVs, crossover SUVs and trucks has created extremely strong demand for passenger cars in the used vehicle market
Thu, November 08, 2018
Craig Martin Discusses How Digital Transformation is Key to the Future of Wealth Management
J.D. Power's Craig Martin discusses how digital transformation is critical to the future of wealth management
Wed, November 07, 2018
Jonathan Banks Describes How VIN Enhanced Vehicle Description Data Delivers Precision and Insight
Jonathan Banks has been in the auto industry since 1995. He’s managed the development of analytical models related to new and used vehicle demand and pricing for the last 20 years, and he’s overseen the development of the J.D. Power residual values model. In his new role, he’ll be managing the overall operations strategy of Used Car Guide and spearheading initiatives to improve the valuation process, such as the VIN Based Option feature.
Tue, November 06, 2018
J.D. Power Utility Podcast – Episode 1, October 2018
J.D. Power's utilities practice discusses hot topics within the industry from the month of October
Wed, October 31, 2018
J.D. Power Travel & Hospitality Podcast - Episode 3, October 2018
Among the topics discussed: Quiet Airports, Free Wi-Fi on Airplanes, Occupancy vs. ADR
Mon, September 24, 2018
Interview with J.D. Power Valuation Services' David Paris
In the September 2018 Used Car and Light Truck Guidelines Industry Update, analysts at J.D. Power Valuation Services note the used vehicle market continued with the trend from June making the Seasonally Adjusted Used Vehicle Price Index increased by 2.2 points – relative to July – to 121.9. Additionally, the index ended the month 6.3 points above August 2017's level. Learn more about the industry update with David Paris, Executive Analyst at J.D. Power Valuation Services in this exclusive interview
Mon, September 24, 2018
J.D. Power Travel & Hospitality Podcast - Episode 2, September 2018
Among the topics discussed: the 2018 #AirportStudy, American Airlines to give flyers free streaming TV, checked bag fees increase on American Airlines and Delta, United testing a new boarding process, Marriott and SPG loyalty program merger and more!
Thu, September 06, 2018
J.D. Power Travel & Hospitality Podcast - Episode 1, August 2018
Welcome to the J.D. Power Travel & Hospitality Podcast. This monthly series features industry experts, who discuss the latest news and trends affecting the travel and hospitality industry.
Mon, August 27, 2018
The All-New JDPower.com
Troy Snyder, VP of J.D. Power's Consumer Division, takes you inside the all-new JDPower.com.
Tue, June 12, 2018
Insights About The 2018 Commercial Member Health Plan Study
Valerie Monet, Senior Director and Health and Life Insurance Practice Leader at J.D. Power, discusses key market trends and findings from the 2018 Commercial Member Health Plan Study
Thu, May 24, 2018
J.D. Power’s Andrew Heath Describes the State of CX in the Water Utility Industry
The water utility industry has an opportunity to engage more effectively with their customers by using digital channels of communication that enable self-service and establish more intimate relationships with rate-payers, says Andrew Heath, senior director for the utility practice at J.D. Power.
loading...