CX Growth Opportunities in the Travel & Hospitality Industry 2024 to 2025
Customer Perspectives
In 2023, the pent-up demand for travel boosted spending in this industry to almost back to pre-pandemic levels. With increasing demand and the need to recoup revenue lost during the 2020-2022 pandemic restrictions, air and ground transportation, accommodations, and dining prices are high. Revenue growth is also expected due to more consumers spending more on vacations/holidays than in the past. Luxury travel is rising and consumers are stretching their budgets to enjoy their holidays with more activities.
Customers want seamless, omnichannel journeys more than ever, yet only 31% of travel and hospitality organizations can deliver on this wish. Consumers want more personalized travel experiences - travel and hospitality companies are investing in data analytics to allow them to deliver customized itineraries, hospitality perks, and improved onboard flight experiences. The infusion of AI further enables businesses to automate personalized journeys for their customers. AI-based chatbots and intelligent virtual assistants (IVA) enhance CX in the contact center environment, while analytics improve targeted marketing and drive a higher close rate.
The pandemic made contactless technology more prominent in airport shops and dining establishments so that travelers can pay or order off a menu with their smartphones.
Beyond the customer experience, AI and machine learning are helping businesses manage their revenue better with predictive pricing models and process automation.
The primary goals of this study are to determine implementation plans of interaction channels, applications, and solutions in the contact center environment in the travel and hospitality (T&H) industry and to understand purchase trends. It also investigates the factors that influence product selection.
Decision-makers and purchase decision influencers of Travel and Hospitality contact centers were surveyed across business functions including CXOs, managing directors, owners, senior management, middle management, and others.
- Research Objectives and Methodology
- An Integrated Approach Provides a 360-Degree Perspective
- Research Objectives and Methodology of Customer Survey
- Travel & Hospitality Growth Environment
- Technology Trends
- Key Findings from the 2024 Contact Center Decision-Maker Survey
- Investment Priorities & Critical Decision-Making Factors
- Call Deflection is a Top Priority but Voice Still Reigns
- Improving Brand Loyalty is a Top Priority for CX Leaders
- Customer Trust is of Utmost Importance in the Contact Center
- Top Five Critical Decision-Making Factors When Selecting a CX Solution Provider
- Benefits of AI Infusion for Agent Optimization and Self-Service
- Self-Service Grows
- AI Investments Across the Contact Center Solution Suite
- High Expectations for GenAI to Improve Agent Performance and Operational Efficiencies
- Seamless Customer Journeys Collaboration
- Omnichannel Customer Journey Capabilities Lag Far Behind Customer Expectations
- Frost & Sullivan 2024 Contact Center Award
- Landry Wins Two Frost & Sullivan Contact Center Awards
- Agent Engagement: ezCater Wins the "Good Vibrations Award"
- Appendix
- Growth Opportunities Fuel the Growth Pipeline Engine
- Why Is It Increasingly Difficult to Grow?
- The Strategic Imperative 8TM
- Best Practices Recognition
- Frost Radar
- Next Steps
- Benefits and Impacts of Growth Opportunities
- Next Steps
- Take the Next Step
Research Assistance
Download our eBook: How to Succeed Using Market Research
Learn how to effectively navigate the market research process to help guide your organization on the journey to success.
Download eBook