These best practices provide a way for customer-centric companies to utilize their web site optimization tools to create visibility, to gain insights about customer behavior, and most importantly, to find the right answers that enable them to provide more immediate value to their online customers.

The Travel and Hospitality CEM Best Practices include:

• Monitor customer experience key performance indicators (KPIs).
• Proactively examine and respond to known technical issues.
• Listen to your customers.
• Prioritize customer experience issues based on business impact.
• Observe and review actual customer behavior.