As travel and hospitality, one of the hardest-hit sectors during the pandemic, makes its gradual recovery, how organizations handle guest expectations and the resulting customer journeys will be more key than ever. Staffing shortages, rising fuel costs, and other critical factors put more pressure on service providers and require a heightened focus on frictionless digital and in-person experiences. Successful travel and hospitality companies are developing a digital experience ecosystem that not only delights customers along with the guest experience but takes a broader view of customers’ lives.
Goals and Objectives
Travel and hospitality operators have the opportunity to partner with adjacent Industries operator to create integrated user experiences that might more effectively cater to foundation needs (travel security given the COVID-19 contagion fear). Insurance have the opportunity to act as the risk-mitigation component looking at traditional risks but might also provide specific services toward new emerging digital risks (e.g., cyber-risk, counterparty risk, business interruption).
Use Case Summary
Focusing on the mobile guest experience will become key to commercial success in the hotel industry in the next five years, and will trump traditional product innovation. Getting the mobile experience right creates opportunities to generate new revenue streams and differentiate from the competition, including online travel agent.