Travel and Hospitality

It has never been more difficult for a Travel company to attract new customers and maintain loyalty. Advances in technology have resulted in increased competition, and consumers have more information at their fingertips to make travel decisions. These advances in technology have also changed the way that customers expect to interact with travel companies – they want 24/7 service from anywhere via any channel.

Travellers expect personalized, consistent service before, during, and after each trip. To meet this expectation, companies need to insure that they have robust customer interaction capabilities across every touch point such as:

• Inbound calls to the contact center (company owned or outsourced)
• Self-service transactions via a mobile device, IVR, website, or kiosk
• Face-to-face interactions at the airport, hotel, etc
• Outbound calls or notifications for marketing, travel updates, etc

To help build customer loyalty, each interaction should be tailored to meet the needs of the customer. Contact center agents, self-service platforms, and in-person locations need to understand the value of that customer, as well as the history of the current and past itineraries or transactions. This information can be used to anticipate the needs to the customer and respond efficiently to their requests. To achieve this, interactions need to extend to the back-office processes and systems and potentially third parties. This all results in a need for highly integrated business process and technologies.

With all of these challenges, travel companies are looking for creative solutions to build market share in today’s competitive environment. With our broad industry view of the travel industry, detailed understanding of consumer expectations, and deep subject matter expertise in customer interaction, we can develop the necessary strategies and architectures that will enable your organization to build loyalty and become the industry leader in customer service.