Growth opportunities for global travel and hospitality

New York, June 1, 2022 (GLOBE NEWSWIRE) — announces the release of the “Growth Opportunities for Global Customer Engagement in Travel and Hospitality” report — =GNW
T&H organizations are streamlining several internal processes (including mobile and digital touchpoints) and providing customers with automation and self-service solutions as more than 8 out of 10 hotel bookings are completed on average without human intervention. The analyst recommends starting with virtual assistants, chatbots, user communities, helpful FAQs, and interactive voice solutions, given that a third of consumers (even more among millennials and Gen Z) prefer to solve problems on their own. In addition, artificial intelligence and natural language understanding (NLU) technologies can make travel easier by allowing users to share their intentions with just a few words. Even as T&H businesses embrace the latest technologies and streamline processes, they must focus on training and coaching employees to delight customers and create an emotional connection. How agents behave and work ultimately determines the company’s relationship with customers. The experience and empowerment of employees is paramount to improving CX. Needless to say, a guest’s first interaction with a place (including hotels and restaurants) usually happens digitally while exploring options that will fit their requirements. Thus, it is important that T&H organizations use the customer’s perspective to assess how their business or property is represented in the digital marketplace.
Author: Juan Gonzalez.
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