In 2023, the pent-up demand for travel boosted spending in this industry to almost back to pre-pandemic levels. With increasing demand and the need to recoup revenue lost during the 2020-2022 pandemic restrictions, air and ground transportation, accommodations, and dining prices are high. Revenue growth is also expected due to more consumers spending more on vacations/holidays than in the past. Luxury travel is rising and consumers are stretching their budgets to enjoy their holidays with more activities.

Customers want seamless, omnichannel journeys more than ever, yet only 31% of travel and hospitality organizations can deliver on this wish. Consumers want more personalized travel experiences - travel and hospitality companies are investing in data analytics to allow them to deliver customized itineraries, hospitality perks, and improved onboard flight experiences. The infusion of AI further enables businesses to automate personalized journeys for their customers. AI-based chatbots and intelligent virtual assistants (IVA) enhance CX in the contact center environment, while analytics improve targeted marketing and drive a higher close rate.

The pandemic made contactless technology more prominent in airport shops and dining establishments so that travelers can pay or order off a menu with their smartphones.

Beyond the customer experience, AI and machine learning are helping businesses manage their revenue better with predictive pricing models and process automation.

The primary goals of this study are to determine implementation plans of interaction channels, applications, and solutions in the contact center environment in the travel and hospitality (T&H) industry and to understand purchase trends. It also investigates the factors that influence product selection.

Decision-makers and purchase decision influencers of Travel and Hospitality contact centers were surveyed across business functions including CXOs, managing directors, owners, senior management, middle management, and others.

Author: Alpa Shah