New Priorities for CX in Travel and Hospitality
Upon its reawakening, the travel and hospitality sector quickly learned that customer experience had emerged as a stronger-than-ever, critical differentiating factor. As demand for reservations and new travel experiences surges, the sector appears to be on a stable path to recovery and expansion.
According to CX Today, brands across this industry must refocus their offerings around the new priorities and demands of their clientele in order to stay in the game. From now on, travelers are going to be even more focused on being able to trust that their travel will be safe; that brands will operate according to the rules and regulations in place at a specific moment in time; that support teams will be even more immediately responsive, whether in person, remote, or mobile; and that reservations and other customer assistance will be available at all times and across all channels that match whatever a customer wants.
Top CX Trends for the Travel Industry
Here are some additional customer experience technology trends identified by Tech Research Asia that are expected to
transform the travel industry during the near future:
ResultsCX Experience Relevant to Travel & Hospitality
Achieving Resolution Faster by Converting Chats to Outbound Calls
Achieving support issue resolution via chat was often a problem for a longtime client due to complex issues and communication misunderstandings. Once agents could offer an outbound call to customers whose chats were leading nowhere, speed to resolution was improved considerably, with positive impacts on CSAT and AHT.
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Interaction Analytics Can Make Excellent Customer Support Even Better
A 30-day interaction analytics study of call drivers and repeat calls for a client powered significant improvements in overall support performance metrics. Time to proficiency was shortened, quality improved, AHT was reduced, and customer satisfaction measured higher in a matter of weeks.
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AI-Powered Digital Experience Platform Facilitates Faster Response to Surging Customer Demand
When a client experienced unexpected growth in its business, accompanied by a surge in the support needed, ResultsCX employed SupportPredict AI with Bots to speed agents to proficiency and keep them there. This fast-ramp strategy, incorporating AI for individualized customer support recommendations, made it possible to respond quickly and effectively to a large increase in contact demand while reducing the time necessary for new hire training. It also ensures agents have the right information at their fingertips for helping customers achieve resolution.
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Brands Without Effective Digital CX Risk Irrelevance
One way that organizations in the travel & hospitality industry can provide better support for reservations and other assistance is to transform support operations with the individualization and customization inherent to AI-powered tools. Learn more about the benefits of AI-empowered customer journeys that can reduce customer care costs while improving experiences.
Word-of-Mouth in the Age of Digital
Travel and hospitality companies cannot neglect the potential value of interacting about reservations through social media. With the preponderance of accommodation and experience review sites and the ability to share opinions across the internet, knowing what customers are saying and sharing is key to success for the travel sector. Learn about the benefits of protecting your organization’s online reputation and using social media as another support option for customers.
