Travel still revolves around meaningful human interactions. However, to be successful, companies need to create a balance between the technological innovations and the human element. Improving the customer experience must always be on the back of travel and tourism companies’ minds when investing in technology.
Whether you are a travel agency, airline, hotel, or restaurant, understanding the customer journey is quintessential to your business goals. Before a consumer makes a transaction they search for the information before a trip, compare and check feedbacks, reserve tickets, hotels, as well as request a virtual tour of their potential destination. Every customer journey is different and spans multiple platforms. In order to optimize the customer experience, businesses must invest in data analytics. By implementing machine learning and data analytics, companies can identify customer behaviors and make product decisions. With customer data analytics, businesses can further personalize the customer journey to share unique offers and packages for different products and services. For example, Marriott hotels have been using AI-powered chatbots to streamline reservation changes, check on account balances or redemption vouchers. Branded mobile apps can deliver personalized emails to engage customers and maintain consistent communication. Virtual reality allows future guests to tour their room without even leaving their home; further cementing the value you offer. Throughout the travel and hospitality ecosystem, there are many opportunities to improve the customer journey.
TRAVEL TECH SOLUTIONS
Invonto is a digital solutions company based in New Jersey. Founded in 2008, Invonto has grown into becoming a digital transformation partner for some of America's most innovative enterprises including D.R. Horton, Transamerica, Sealed Air, Comcast, Sharp, and Epicor.