DUBLIN, September 19, 2023 /PRNewswire/ — The “CX Growth Opportunities in Travel and Hospitality: Global, 2023 – A Customer Perspective” report has been added to ResearchAndMarkets.com offer.
The travel and hospitality (T&H) sector has been one of the hardest hit by the COVID-19 pandemic starting in 2020. Strict stay-at-home regulations and travel restrictions have made wreaked havoc on customer experience (CX) organizations globally, generating lots of news and ever-changing information that T&H agents needed to have at their fingertips.
At the start of the pandemic, T&H contact centers were bombarded with cancellations. In 2021 and 2022, travel plans accelerated as concerns about the virus began to lessen. The year 2023 sees a considerable increase in travel due to pent-up demand. This means that the travel and travel industry is once again overwhelmed with customer interactions.
Extraordinarily long wait times to reach agents at the start of the pandemic forced customers of all generations to use self-service customer interaction channels. Preparing for a post-pandemic future is a priority for travel and hospitality companies as they face cyclical travel demand with an ever-changing balance between live agents and self-service.
Many businesses have invested in contact center solutions that allow customers to choose to receive a callback when an agent is available without losing their place in queue. Or better yet, the system can automatically identify the caller with their phone number, quickly confirm their identity for security reasons, and then proactively ask the customer if the call is for an existing reservation departing from XYZ airport .
The difference between these two experiences will be much more evident in 2023, as companies acquire intelligent virtual agents capable of carrying out certain interactions completely autonomously. They can also support agents by providing them with the most relevant information at their fingertips, allowing them to better communicate with customers and offer them personalized recommendations.
Sustainability and corporate social responsibility (CSR) remain top priorities for executives because consumers and investors demand them. In the 2023 Global Publisher Contact Center Survey, conducted in January 2023, 63% of contact center stakeholders in the travel and hospitality sector consider sustainability very important or crucial. Virtuoso surveyed around 300 wealthy travelers in May 2022 and found that 80% of respondents felt the pandemic made them want to travel more responsibly in the future.
Throughout the decade, new interaction channels emerged, including interactive voice response (IVR), robots, smarter virtual assistants (IVAs), and branded mobile apps and websites.
In an industry that has suffered from meeting basic expectations with long queues and bots and IVRs that do not understand or respond to the customer’s needs, a minimum requirement and an important step towards loyalty to the brand is about making interactions seamless and seamless across channels. Around 67% of T&H contact center players focus on managing the entire customer journey.
Main characteristics
- Understand the IT challenges contact center organizations face today
- Remote/Hybrid Gauge Models
- Monitor the state of digital transformation in contact center organizations
- Evaluate current and future usage of contact center solutions
- Evaluate the factors driving investments in contact center solutions
- Evaluate market and technology trends
- Evaluate available IT budgets
Key topics covered:
1. The changing travel and hospitality contact center landscape
- State of the Travel and Hospitality Industry: Global – 2023
- Top Travel and Hospitality Consumer Trends Impacting Contact Centers: Global – 2023
- Contact Center Trends in Travel and Hospitality: Global – 2023
- Technology trends
2. Growth environment
- Travel and hospitality moves from loss to recovery
- Digital Transformation and Infusion of AI in Travel and Hospitality
3. Global Contact Center Survey Results/Methodology 2023 – Travel & Hospitality
- Customer research methodology and respondent profile
4. Main conclusions
- Comments from travel and hospitality decision-makers from the publisher’s 2023 Global Contact Center Survey
- Business goals align with CX priorities
5. Investment plans 2023 to 2024
- Most travel and hospitality companies will increase their investments in contact center solutions in 2023
- Live Agents Rule
- Acquisition of the best AI technologies to support agents and accelerate interactions
- Proven return on investment (ROI) forces travel and hospitality companies to overhaul their entire contact center
6. Agent Engagement Strategies
- Higher attrition in industries that require agents to have more knowledge/skills
- Organizations keep their employees on board by empowering them
7. Channel Trends and Customer Satisfaction
- Channel dynamics – last 12 months
- Travel & Hospitality Sector Underperforms Other Sectors in Every Channel
8. Companies in action
- Teleperformance provides numerous tools designed for the T&H industry
- Cathay Pacific Implements Genesys Cloud CX to Build Lifelong Customer Relationships Across Digital Channels
- Global Hospitality Group Partners with Foundever to Create Brand Ambassadors with Social Media Channel
- Tripadvisor Implements NICE Cloud CX to Deliver Seamless Experiences for All Brands
- Top 5 highlights of the global economy in 2022
9. Appendix
A selection of companies mentioned in this report include
- Cathay Pacific
- Founder
- Global hotel group
- Teleperformance
- Tripadvisor
- Virtuoso
For more information about this report, visit https://www.researchandmarkets.com/r/ub0l96
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