Growth Opportunities for Global Travel and Hospitality Customer Engagement

Growth Opportunities for Global Travel and Hospitality Customer Engagement

Transformational Growth for Digitally-enabled Destinations and Experiences in the Post-pandemic Scenario

RELEASE DATE
12-May-2022
REGION
North America
Research Code: K767-01-00-00-00
SKU: IT04518-NA-CR_26527
$4,950.00
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SKU
IT04518-NA-CR_26527
$4,950.00
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Description

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

Table of Contents

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

Related Research
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
More Information
Author Juan Manuel Gonzalez
Industries Information Technology
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WIP Number K767-01-00-00-00