The report recommends that employing virtual assistants, chatbots, user communities, useful FAQs sections, and interactive voice solutions is the place to start, given that one-third of consumers (even more among millennials and Gen Z) prefer to resolve issues themselves.
Alternatively, AI and natural language understanding (NLU) technologies can simplify the journey by allowing users to share their intent in just a few words.
Customer service underpins success in the travel and hospitality (T&H) industry. Undoubtedly, more than in any other industry, the voice of the customer expressed in rankings and reviews takes a prominent role.
T&H organizations are streamlining several internal processes (including mobile and digital touchpoints) and empowering customers with automation and self-service solutions since, on average, more than 8 out of 10 hotel bookings are done without human intervention.
Even if T&H businesses are deploying the latest technologies and rationalizing processes, they must focus on employee training and coaching to delight customers and create an emotional connection. How agents behave and perform ultimately determines a company’s relationship with customers. Employee experience and empowerment are paramount to improving CX.
Needless to say, a guest’s first interaction with a location (including hotels and restaurants) is usually digital when exploring options that will meet their requirements. Thus, it is important that T&H organizations use the customer perspective to evaluate how their business or property is presented in the digital marketplace.
Key Topics Covered:
1. Strategic Imperatives
Why is it Increasingly Difficult to Grow?
The Strategic Imperative
The Impact of the Top Three Strategic Imperatives on Travel & Hospitality Customer Engagement
Growth Opportunities Fuel the Growth Pipeline Engine
2. A Snapshot of the Travel and Hospitality Industry and its Approach to Customer Care
Mixed Emotions – The Travel & Hospitality Industry Today
The Current State of Travel & Hospitality Customer Care
Moving Forward – The Digitalization of CX in the Travel & Hospitality Industry
3. Growth Opportunity Analysis
Scope of Analysis
Digital Transformation in Travel & Hospitality
CX in Travel & Hospitality
The Global IT and Telecom Decision-Maker (ITDM) Study – Travel & Hospitality
High-priority Business Goals for Travel & Hospitality
Hurdles to Meet or Exceed Digital Transformation Objectives
COVID-19 Impact on Digital Transformation Strategy and Investments
COVID-19 Impact on Digital Transformation Objectives
Digital Transformation Success Measurement
Estimated Change in IT/Telecom Budgets in 2022
4. The Human Factor
The Great Resignation – Travel & Hospitality Industry’s Achilles Heel
Agent Attrition Rate in the Travel & Hospitality Industry