Travel & Hospitality Report: CX Investment Priorities Full


The Travel & Hospitality industry continues to evolve in a world that becomes more connected by the day. But this high speed evolution is not without challenges, in particular from disruptive competition and OTAs reducing direct bookings and hitting the bottom line.

To stay ahead of the fierce competition, heads of business are now more than ever realizing that they must transform their businesses to be customer-ready, and not just customer-first.But what specific investments are currently being made to ensure a great CX strategy? What’s the best way to roll such strategies out across the business?How can CX Directors be sure they are utilizing the right partners to secure direct bookings?

These are the questions the Customer Experience Exchange for Travel & Hospitality have asked senior CX executives from the likes of Hyatt, IHG, , Walt Disney Resorts, Delta Airlines, Air Canada, Travelzoo, Accor Hotels, Cathay Pacific and many more, who shared their biggest CX challenges as well as details of the solutions and services they are planning to invest in to support their CX strategy!

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