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Holiday chaos: Why great customer experience matters most when you need it least

Steve Orton examines the vital role of customer experience in the face of crisis. This blog delves into the challenges posed by outdated systems and highlights how Cloud Gateway's solutions can help companies maintain high customer service standards when things don't go to plan.

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We all know the feeling – the countdown to that long-awaited vacation. You've been dreaming of sun-soaked beaches, breathtaking landscapes, or simply a break from the daily grind. But let's face it, these days holidays are one of the biggest expenses you can have, especially if you’re travelling with a family or a large group of friends.

Studies show holidays reduce stress, boost creativity, and strengthen relationships – all crucial for a healthy and happy life. They're a significant investment in your mental and physical wellbeing. So, why does it feel like getting there can be such a stressful ordeal?

The CX conundrum: Preaching excellence, delivering frustration

Customer Experience (CX) is a hot topic. Companies invest heavily in CX solutions promising seamless user journeys - and the booking process is often very slick. But have you ever tried to navigate a holiday mishap through a minefield of automated messages and chatbots?

Imagine this: you're thousands of miles away, facing a travel disruption – a lost passport, a delayed flight, or a booking error. Your heart is pounding, your frustration is mounting, and all you want is a real person to help. Where's the "excellent customer experience" then?

The backend: Where good intentions get lost

When you lift the curtain on that shiny mobile app, the reality is often a tangled mess of outdated systems behind the scenes. Many travel companies rely on legacy booking platforms that don't communicate well with each other. Add to that the complexity of partner airlines and outsourced services, and resolving issues becomes a logistical nightmare.

Data silos and fragmented systems make it nearly impossible to track down the source of the problem in real-time. Suddenly, that "relaxing getaway" becomes a frantic scramble for answers, leaving you feeling helpless and frustrated.

Recent events at major airports like Heathrow and Manchester have highlighted these issues. Passengers faced major disruption when a "technical fault" brought chaos to Heathrow, causing luggage to be lost and flights delayed. Similarly, a power cut at Manchester Airport grounded flights, creating long queues and frustration. These incidents underscore the need for better CX solutions during travel disruptions.

Modern CX solutions for a connected world

This challenge isn't unique to the travel industry. Many service industries struggle with outdated infrastructure hindering their ability to deliver exceptional customer experiences.

Here's where Cloud Gateway steps in. Our network and security platform acts as a bridge, facilitating secure data sharing and collaboration across disparate systems. This allows companies to:

  • Unify legacy and modern data: Cloud Gateway connects the dots between old and new systems, enabling a holistic view of customer data.

  • Boost collaboration: Departments and even partner organisations can work together seamlessly to resolve issues quickly and efficiently.

  • Enhance resilience: A secure and robust network ensures smooth information flow, minimising disruptions.

  • Strengthen security: Cloud Gateway safeguards sensitive customer data.

By breaking down data silos and creating a truly connected environment, Cloud Gateway empowers companies to deliver a better customer experience, especially when things go wrong. No more holiday meltdowns – just the peace of mind knowing you have the support you need, when you need it.

See how our platform works:

The Cloud Gateway Platform