In today’s dynamic business environment, few industries are evolving as rapidly as travel and hospitality, driven by the impacts of the pandemic and subsequent quarantines. Despite ongoing recovery efforts from financial and operational setbacks, the demand remains robust. In 2023, half of all adults in the US took a flight, and 70% reported taking as many or more business trips than they did pre-COVID-19. While demand remains high, suppliers are grappling with changes in consumer behavior and technology.Â
Let’s explore the current developments and how to tackle these challenges.
Travel in General
A study by Kapture highlighted key pain points for travelers:Â
- 40%  are “intensely annoyed” by unresponsive customer supportÂ
- 35%  experience “extreme dissatisfaction” with hidden chargesÂ
- 14%  face booking complications, including glitches and unclear policiesÂ
- 10%  are frustrated by a lack of self-service optionsÂ
These issues can be mitigated through collaboration with a professional customer experience (CX) provider. CX providers offer cutting-edge technology, strategic approaches to communication and pricing transparency, and 24/7 omnichannel support through both human agents and automation.
Airlines
Research by Emplifi shows the importance of social media in customer interaction for airlines:Â
- Instagram: 27% response rateÂ
- X (formerly Twitter): 24% response rateÂ
- Facebook: 20% response rateÂ
 Positive sentiment towards airlines is highest on:Â
- Instagram: Over 50%Â
- Facebook: 34%Â
- X: 15%Â
Social media is crucial for communication and customer experience. However, maintaining a consistent and responsive social media presence is labor-intensive, particularly for airlines. CX professionals can provide the expertise and resources needed to manage a consistent, agile, and effective social media strategy.
Hospitality
Capgemini’s research reveals how hotels are leveraging generative AI (gen AI) to enhance customer experience:Â
- Self-service enablement: Chatbots using conversational language for complex queriesÂ
- Real-time translation: Facilitating communication for international guestsÂ
- Technological integration: Keyless entry, adaptable in-room preferences, and moreÂ
- Personalization: Tailored dining, entertainment recommendations, and marketing campaignsÂ
- Data analysis: Informing strategic decisionsÂ
 While gen AI capabilities are promising, relying on public models like ChatGPT can lead to generic results and pose privacy and security risks. A CX partner with advanced gen AI technology and expertise can integrate your company’s identity and marketing direction into a scalable system. Today’s customers value emotional connections as much as factual ones. In the travel industry, your brand’s emotional value is invaluable, and a strong customer experience strategy can enhance that value and strengthen your messaging.
