Travel & Hospitality

Travel & Hospitality

Increasing fragmentation and divide between digitally native competitors and more traditional competitors means the fight for the customer relationship and customer loyalty is more cutthroat than ever.  You need to invest in your future now while you have the resources.

Have you asked yourself the following questions?

  • Who owns the customer relationship in your value proposition? How can you drive loyalty?
  • How can organizations change to a value-based offering instead of competing on price or convenience?
  • Do humans play a part in the future of the travel and hospitality customer experience? What will the balance be between technology and human interactions in the future? E.g. AI to AI conversations?
  • If your customers have vastly unique needs and expectations, how are you flexing your organization to meet all of these different needs?
  • Customers today demand personalized experiences. If every customer interaction is unique, how can we expect to measure CX success using traditional methods like ‘averages’? How do you measure success today?
  • Future success means lifting your head out of today’s operations, to tomorrow’s innovations. For those who are struggling, how can you increase their runway to change while still succeeding today?

How do you change the economics of your channel mix to enable customers to engage in their channel of choice? What does the future of customer engagement look like?

  • How do you change the economics of your channel mix to enable customers to engage in their channel of choice? What does the future of customer engagement look like? 
  • How can mid-sized retailers ‘stuck in the middle’ gain a competitive advantage? 
  • Future success means lifting your head out of today’s operations, to tomorrow’s innovations. For those who are struggling, how can they increase their runway to change while still succeeding today? 
  • What is the ideal blend between physical and digital retail – is there one? Is there still a line between the two? 
  • Do humans play a part in the future of the retail customer experience? What will the balance be between technology and human interactions in the future? E.g. AI to AI conversations? 
  • If your customers have vastly different needs and expectations, how are you flexing your organization to meet all of these different needs? 
  • Customers today demand personalized experiences. If every customer interaction is unique, how can we expect to measure CX success using traditional methods like ‘averages’? How do you measure success today?

Have you thought about how customer service aligns to customer success?

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