Global customer engagement in travel and hospitality 2022: Transformative growth of digitally enabled destinations and experiences in a post-pandemic scenario –

Dublin – (work wire) – “Growth Opportunities in Global Travel and Customer Engagement in Hospitality” report added Show.

Customer service underpins success in the Travel and Hospitality (T&H) industry. Undoubtedly, more than any other industry, the customer’s voice expressed in ratings and reviews plays a prominent role.

T&H organizations streamline many internal processes (including mobile and digital hotspots) and empower customers with automation and self-service solutions, with more than 8 out of 10 hotel reservations made without human intervention, on average.

The report recommends that the use of virtual assistants, chat bots, user communities, helpful FAQ sections, and interactive voice solutions is the place to start, given that a third of consumers (even among Millennials and Generation Z) prefer to solve problems themselves. Alternatively, AI and Natural Language Understanding (NLU) technologies can simplify the journey by allowing users to share their intentions in just a few words.

Even if T&H companies are deploying the latest technology and streamlining operations, they must focus on training and coaching employees to delight customers and create an emotional connection. How agents act and ultimately perform determines the company’s relationship with customers. Employee experience and empowerment is critical to improving customer experience.

Needless to say, a guest’s first interaction with a site (including hotels and restaurants) is usually digital when exploring options that meet their requirements. Thus, it is important that T&H organizations use the customer’s perspective to assess how their business or property is presented in the digital marketplace.

Main topics covered:

1. Strategic imperatives

2. A glimpse into the travel and hospitality industry and its approach to customer care

  • Mixed feelings – the travel and hospitality industry today

  • The current state of travel and hospitality customer care

  • Going Ahead – Digitizing the Customer Experience in the Travel and Hospitality Industry

3. Analysis of growth opportunities

  • Analysis scope

  • Digital transformation in travel and hospitality

  • CX in Travel and Hospitality

  • Global Study for Information and Communication Technology Decision Making (ITDM) – Travel and Hospitality

  • Travel and Hospitality High Priority Business Objectives

  • Obstacles to achieving or exceeding digital transformation goals

  • Impact of COVID-19 on digital transformation strategy and investments

  • Impact of COVID-19 on digital transformation goals

  • Measuring the success of digital transformation

  • Estimated change in ICT budgets in 2022

4. The human factor

  • The Great Resignation – The Achilles Heel of the Travel & Hospitality Industry

  • Agent attrition rate in the travel and hospitality industry

  • 2022 Employee Engagement Initiatives

  • Enhancing frontline performance initiatives

  • Prepare for digital capabilities to empower frontline workers

  • Future investments in technologies for frontline workers

  • Communication and Collaboration Solutions for Frontline Workers – Investment Considerations

  • The main factors that prevent the achievement of the goals and objectives of frontline workers

5. Customer Engagement Priorities

  • Customer Experience Priorities

  • Key metrics for evaluating the success of customer experience initiatives

  • Key factors preventing customer experience goals from being met or exceeded

  • The main drivers of CX investments

  • The main factors affecting the acquisition of customer experience solutions

  • Prefer CX Communications Solutions

  • Techniques to Improve Call Center Performance – An Investment Plan

6. Customer Engagement Trends and Techniques

  • Supported Interaction Channels – Today *

  • Supported Interaction Channels – Plans to support over the next year

  • Interesting Developments / Changes During 2021

  • Channel Integration Status – Today

  • Reasons why we don’t offer a fully integrated Omnichannel experience

  • Use case: Amelia – Resort World Las Vegas (RWLV)

  • Use case: Teleperformance – TP Travel

  • Use case: Webhelp – Travel & Leisure Portfolio

7. The universe’s growth opportunities

  • Growth Opportunity 1: Contactless Services and Digital Payments

  • Growth Opportunity 2: The breadth of communication options

  • Growth Opportunity 3: Over-allocation

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