How Digitization Changed What Customers Want From Travel and Hospitality? The customer experience is at the crux of any travel or hospitality brand. Airlines and hotels, perhaps more so than any other industry, depend on positive reviews and loyal customers. In fact, 45 percent of consumers cite “quality customer service” as the most important factor in choosing an airline, and 81 percent of travelers consider hotel reviews to be a highly important factor in their decision making.
Today, offering an excellent customer service experience is about so much more than on-the-ground support staff and accommodations. The customer journey begins before a booking is even made, and continues until the customer leaves reviews on Yelp, Booking.com, Facebook, and myriad other travel sites well after the trip has concluded. Offering a digital experience that meets customers where they are is paramount at every single stage of the journey — be it when the customer is ordering room service, making a booking, or checking in for a flight.
The need for this digital omnipresence has created a massive problem for the industry: bringing to light the question of how brands can deliver exceptional, integrated customer journey
experiences at scale.
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