The Future of Customer Experience in Travel, Tourism, and Hospitality

“The travel, tourism, and hospitality industry is no stranger to turbulence and 2020 turned out to be one of the rougher trips organizations have taken. Indeed, it was the year of survival for most as the Covid 19 pandemic affected all corners of the business. But as we emerge into another new era, thriving will very much depend on how well businesses can adapt to the new normal, meet customer expectations, and adopt technology that can help provide great customer experiences (CX). In this Tech Research Asia (TRA) report we outline:

• The current state of CX in the travel, tourism, and hospitality industry based on the latest publicly available global data.

• A list of the top CX tech developments that will impact success and differentiation in the industry.

• Steps to take to thrive.”


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