旅遊和酒店客戶參與的增長機會

即使旅遊和酒店業引入了最新技術並簡化了流程，它仍然需要專注於員工培訓和指導，以取悅客戶並建立情感聯繫。員工體驗和授權對於改善 CX 至關重要。

本報告研究和分析全球旅遊和酒店客戶參與市場，並提供有關戰略要素、增長機會分析、人為因素、趨勢和技術的信息。

目錄

戰略要素

• 為什麼增長變得越來越困難？
• 戰略要素 8 (TM)
• 三大戰略要素對旅遊和酒店客戶參與的影響
• 增長機會推動增長管道引擎 (TM)

旅遊和酒店業快照和客戶服務方法

• 百感交集-當今的旅遊和酒店業
• 旅行和酒店客戶服務的現狀
• 客戶體驗在旅遊和酒店業中的推進數字化

增長機會分析

• 分析範圍
• 旅遊和酒店業的數字化轉型
• 旅遊/酒店 CX
• 全球 IT 和電信決策者 (ITDM) 調查 - 旅遊和酒店業
• 旅遊和酒店業的高優先級業務目標
• 實現或超過數字化轉型目標的障礙
• COVID-19 數字化轉型戰略和對投資的影響
• COVID-19 對數字化轉型目的的影響
• 衡量數字化轉型的成功與否
• 2022 年 IT/電信預算的預計變化

人為因素

• 大辭職——旅遊和酒店業的致命弱點
• 減少旅遊和酒店業代理機構的比例
• 2022 年員工敬業度倡議
• 提高現場績效的舉措
• 準備數字功能以增強該領域
• 未來對該領域的技術投資
• 現場投資考慮的溝通和協作解決方案
• 阻礙您在該領域實現目標的主要因素

客戶參與優先

• 客戶體驗優先事項
• 評估客戶體驗計劃成功與否的關鍵指標
• 阻礙您實現或超越客戶體驗目標的主要因素
• CX 投資的主要驅動力
• 影響購買 CX 解決方案的關鍵因素
• CX 通信解決方案偏好
• 提高聯絡中心績效的技巧-投資計劃

客戶參與趨勢和技術

• 支持的互動渠道-今日
• 支持的互動渠道-計劃明年支持
• 2021 年有趣的發展/變化
• 渠道整合現狀
• 為什麼不提供完全集成的全渠道體驗
• 用例：Amelia-Resort World Las Vegas (RWLV)
• 用例：Teleperformance-TP Travel
• 用例：Webhelp-Travel & Leisure Portfolio

增長機會宇宙

• 增長機會一：非接觸式服務和數字支付
• 增長機會 2：廣泛的連接選項
• 成長機會三：超個性化

下一步

Transformational Growth for Digitally-enabled Destinations and Experiences in the Post-pandemic Scenario

Customer service underpins success in the travel and hospitality (T&H) industry. Undoubtedly, more than in any other industry, the voice of the customer expressed in rankings and reviews takes a prominent role.

T&H organizations are streamlining several internal processes (including mobile and digital touchpoints) and empowering customers with automation and self-service solutions since, on average, more than 8 out of 10 hotel bookings are done without human intervention.

Frost & Sullivan recommends that employing virtual assistants, chatbots, user communities, useful FAQs sections, and interactive voice solutions is the place to start, given that one-third of consumers (even more among millennials and Gen Z) prefer to resolve issues themselves. Alternatively, AI and natural language understanding (NLU) technologies can simplify the journey by allowing users to share their intent in just a few words.

Even if T&H businesses are deploying the latest technologies and rationalizing processes, they must focus on employee training and coaching to delight customers and create an emotional connection. How agents behave and perform ultimately determines a company's relationship with customers. Employee experience and empowerment are paramount to improving CX.

Needless to say, a guest's first interaction with a location (including hotels and restaurants) is usually digital when exploring options that will meet their requirements. Thus, it is important that T&H organizations use the customer perspective to evaluate how their business or property is presented in the digital marketplace.

Table of Contents

Strategic Imperatives

• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™
• The Impact of the Top Three Strategic Imperatives on Travel & Hospitality Customer Engagement
• Growth Opportunities Fuel the Growth Pipeline Engine™

A Snapshot of the Travel and Hospitality Industry and its Approach to Customer Care

• Mixed Emotions-The Travel & Hospitality Industry Today
• Mixed Emotions-The Travel & Hospitality Industry Today (continued)
• The Current State of Travel & Hospitality Customer Care
• Moving Forward-The Digitalization of CX in the Travel & Hospitality Industry
• Moving Forward-The Digitalization of CX in the Travel & Hospitality Industry (continued)

Growth Opportunity Analysis

• Scope of Analysis
• Digital Transformation in Travel & Hospitality
• CX in Travel & Hospitality
• The Global IT and Telecom Decision-Maker (ITDM) Study-Travel & Hospitality
• High-priority Business Goals for Travel & Hospitality
• Hurdles to Meet or Exceed Digital Transformation Objectives
• COVID-19 Impact on Digital Transformation Strategy and Investments
• COVID-19 Impact on Digital Transformation Objectives
• Digital Transformation Success Measurement
• Estimated Change in IT/Telecom Budgets in 2022

The Human Factor

• The Great Resignation-Travel & Hospitality Industry's Achilles Heel
• Agent Attrition Rate in the Travel & Hospitality Industry
• Employee Engagement Initiatives for 2022
• Enhancing Frontline Worker Performance Initiatives
• Digital Capabilities Readiness to Empower Frontline Workers
• Future Investments in Technologies for Frontline Workers
• Communications and Collaboration Solutions for Frontline Workers-Investment Considerations
• Key Factors that Prevent Meeting Frontline Worker Goals and Objectives

Customer Engagement Priorities

• Customer Experience Priorities
• Key Metrics to Evaluate the Success of CX Initiatives
• Key Factors that Prevent Meeting or Exceeding CX Objectives
• Key Drivers for CX Investments
• Key Factors Influencing CX Solutions Acquisition
• Preference for CX Communications Solutions
• Technologies to Improve Contact Center Performance-Plan to Invest

Customer Engagement Trends and Technologies

• Supported Interaction Channels-Today*
• Supported Interaction Channels-Plan to Support over the Next Year
• Interesting Developments/Changes During 2021
• Interesting Developments/Changes During 2021 (continued)
• Status of Channels Integration-Today
• Reasons for Not Delivering a Fully Integrated Omnichannel Experience
• Use Case: Amelia-Resort World Las Vegas (RWLV)
• Use Case: Teleperformance-TP Travel
• Use Case: Webhelp-Travel & Leisure Portfolio

Growth Opportunity Universe

• Growth Opportunity 1: Contactless Services & Digital Payments
• Growth Opportunity 1: Contactless Services & Digital Payments (continued)
• Growth Opportunity 2: Wider Breadth of Connectivity Options
• Growth Opportunity 2: Wider Breadth of Connectivity Options (continued)
• Growth Opportunity 3: Hyper Personalization
• Growth Opportunity 3: Hyper Personalization (continued)

Next Steps

• Your Next Steps
• Why Frost, Why Now?
• List of Exhibits
• List of Exhibits (continued)
• Legal Disclaimer