One of the key challenges faced by the travel industry is how to strike a balance between revenue generation and better customer experience. While profit generation is undoubtedly the main goal of a business, any airline or hotel would be negligent if they fail to recognize customer experience as a sustainable strategy for growth.
Customer Experience Innovation Goals For The Travel Industry
In This Article:
- Customer Experience Innovation Goals
- Artificial Intelligence
- Virtual Reality
- User-Generated Content
Customer Experience Innovation Goals
While the goal is to deliver a better customer experience for travelers, it is important to understand that this can be achieved by delivering the “right” customer experience to the “right” people. This article summarises some of the ways businesses can use digital technology to transform their customer experiences in travel.
Businesses in the travel industry are taking advantage of AI in order to perform a variety of administrative and customer service tasks, because deploying AI can save businesses time and money, while potentially eliminating human error, allowing tasks to be performed quickly, at any time of the day. Artificial intelligence has advanced to the point where it is regularly used to assist and communicate with customers, ‘learning’ from each of these interactions and improving future interactions as a result.
VR has the power to virtually transform a user’s surroundings, effectively placing them in a different environment. Some online travel agencies are using VR technology to allow customers to experience hotel rooms before booking them, while other travel companies have developed virtual experiences, which enable a guest to get an idea of what it feels like to be at a major tourist attraction. Other examples might include interactive virtual maps, VR hotel tours or 360 videos to present a resort, cruise ship or tourism destination before they book.
User-generated content refers to any content that is produced by users or customers, rather than the business. Within the travel industry, one of the most obvious examples of this is images that are uploaded to social media websites such as Instagram or Facebook by users, and these can be extremely influential because they often represent customer opinion. Websites like Tripadvisor and booking.com also offer incentives to guests to review and post photos of their holiday or experiences by awarding points for engagement. This helps hotels get real-time feedback on guest’s experiences while helping people researching where to go make informed decisions on their travel plans.