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Growth Opportunities for Global Travel and Hospitality Customer Engagement
Transformational Growth for Digitally-enabled Destinations and Experiences in the Post-pandemic Scenario
12-May-2022
North America
Customer Research
$4,950.00
Special Price $3,712.50 save 25 %
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.
Frost & Sullivan 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.
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.
Author: Juan Gonzalez
Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top Three Strategic Imperatives on Travel & Hospitality Customer Engagement
Growth Opportunities Fuel the Growth Pipeline Engine™
Mixed Emotions—The Travel & Hospitality Industry Today
Mixed Emotions—The Travel & Hospitality Industry Today (continued)
The Current State of Travel & Hospitality Customer Care
Moving Forward—The Digitalization of CX in the Travel & Hospitality Industry
Moving Forward—The Digitalization of CX in the Travel & Hospitality Industry (continued)
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
The Great Resignation—Travel & Hospitality Industry’s Achilles Heel
Agent Attrition Rate in the Travel & Hospitality Industry
Employee Engagement Initiatives for 2022
Enhancing Frontline Worker Performance Initiatives
Digital Capabilities Readiness to Empower Frontline Workers
Future Investments in Technologies for Frontline Workers
Communications and Collaboration Solutions for Frontline Workers—Investment Considerations
Key Factors that Prevent Meeting Frontline Worker Goals and Objectives
Customer Experience Priorities
Key Metrics to Evaluate the Success of CX Initiatives
Key Factors that Prevent Meeting or Exceeding CX Objectives
Key Drivers for CX Investments
Key Factors Influencing CX Solutions Acquisition
Preference for CX Communications Solutions
Technologies to Improve Contact Center Performance—Plan to Invest
Supported Interaction Channels—Today*
Supported Interaction Channels—Plan to Support over the Next Year
Interesting Developments/Changes During 2021
Interesting Developments/Changes During 2021 (continued)
Status of Channels Integration—Today
Reasons for Not Delivering a Fully Integrated Omnichannel Experience
Use Case: Amelia—Resort World Las Vegas (RWLV)
Use Case: Teleperformance—TP Travel
Use Case: Webhelp—Travel & Leisure Portfolio
Growth Opportunity 1: Contactless Services & Digital Payments
Growth Opportunity 1: Contactless Services & Digital Payments (continued)
Growth Opportunity 2: Wider Breadth of Connectivity Options
Growth Opportunity 2: Wider Breadth of Connectivity Options (continued)
Growth Opportunity 3: Hyper Personalization
Growth Opportunity 3: Hyper Personalization (continued)
Your Next Steps
Why Frost, Why Now?
List of Exhibits
List of Exhibits (continued)
Legal Disclaimer
Purchase includes:
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A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.
| Deliverable Type | Customer Research |
|---|---|
| Author | Juan Manuel Gonzalez |
| Industries | Information Technology |
| No Index | No |
| Is Prebook | No |
| Podcast | No |
| WIP Number | K767-01-00-00-00 |