Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

CX trends in travel for 2017 – The year of action

Blog
14th March 2017

expéclient

CIO Magazine in New Zealand recently published a detailed report written by a group of Forrester analysts focused on what they call a ‘year of action’ – the effect of the customer experience on business strategy this year.

The report is quite extensive and can be read in full here, but I want to pick out three observations that I think are particularly important, especially in fast-changing industries, such as travel.

The Forrester research is not specifically about the travel industry, but this is where I can foresee these points being really important in 2017. As customers focus on fewer apps, it will be harder and harder for airlines and hotel chains to get customers to use their own app – it will be essential to find ways to integrate with standard tools.

Gamification has already been proven by Tripadvisor to drive participation. It’s hard to get customers to review anything usually, unless they love or hate the service. By gamifying the experience, it is possible to gather more information, even where the service was acceptable, but nothing special.

I think technologies like VR will be extremely important in the travel industry within two years, but to succeed in adopting new ideas requires forward planning. Hotels, cruises, resorts, and car rental companies could all gain a significant advantage by thinking about this soon. Once customers expect new channels for service (like VR) and a smart competitor are starts serving them, it might be too late for you.

Our report outlines our findings in a bit more detail. To view the full survey report, click here.

What do you think about how some of these CX trends from Forrester Research might impact on the travel market? Leave a comment below, or get in touch on LinkedIn, and let me know.


Leave a Reply

Your email address will not be published.Required fields are marked *


Helen Murray
Article by: Helen Murray

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
News
Webhelp Launches New Derby Site

Webhelp UK, one of the country’s leading customer experience and business process outsourcers (BPO), has proudly launched a new site in Derby. It was officially opened on 8th October 2018, at an event attended by the Deputy Mayor for Derby, Councillor Frank Harwood. The new site has three main operational areas, two in-house training rooms, catering facilities and dedicated meeting spaces....

News
Webhelp nominated for Eighteen Awards in Customer Experience and HR

An exciting Awards season lies ahead for leading global Customer Experience (CX) and Business Process Outsourcing (BPO) expert, Webhelp, which has been named as a finalist eighteen times across five different awards programmes. Firstly, Webhelp has been recognised by the UK Customer Experience...

Blog
Tips to optimise your business’ cash flow

Lack of cash: all fashion brands are short of cash at some time or another. This was the reason for organising a workshop entitled: "Cash is king - How to optimise cash flow at each stage of your development". It was suggested by the Fédération Française du Prêt à Porter Féminin (French...

Whitepaper
B2B Marketplaces are blossoming

Following our publication last year of " The Spring of B2B Marketplaces ": it is time to look back and to answer these questions: has there been some movement in the market? Have B2B players evolved in their marketplace business models? Is launching a new market observatory worthwhile? The answers...

Case Studies
Webhelp People Analytics

...

×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the terms and conditions.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp terms and contitions outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook