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旅遊與旅館業的顧客體驗成長機會：2023 年全球 - 顧客觀點
市場調查報告書
商品編碼
1341938

旅遊與旅館業的顧客體驗成長機會：2023 年全球 - 顧客觀點

CX Growth Opportunities in Travel & Hospitality: Global, 2023-A Customer Perspective
出版日期: | 出版商: Frost & Sullivan | 英文 41 Pages | 商品交期: 最快1-2個工作天內

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簡介目錄

不斷成長的需求推動人工智慧和自動化投資

自 2020 年以來，旅遊和酒店 (T&H) 行業一直是受 COVID-19 大流行打擊最嚴重的行業之一。嚴格的居家法規和旅行限制對世界各地的客戶體驗 (CX) 組織造成了嚴重破壞，創造了 T&H 代理商所需掌握的大量新且不斷變化的資訊。

在大流行的早期階段，T&H 的聯絡中心因取消訂單而不堪重負。 2021 年和 2022 年，隨著對病毒的擔憂開始減弱，旅遊計畫加快了。 2023年，由於需求增加，旅遊將大幅增加。換句話說，T&H 行業將再次不得不與客戶打交道。

疫情爆發之初，由於聯絡客服人員的等待時間極長，各代客戶被迫依賴自助客戶互動管道。為疫情後的未來做好準備是旅遊與健康公司的首要任務，它們必須滿足週期性旅遊需求，同時不斷改變現場客服和自助服務之間的平衡。

許多公司正在投資聯絡中心解決方案。甚至更好的是，系統可以透過電話號碼自動識別呼叫者，出於安全目的快速驗證身份，並主動詢問客戶來電是否涉及從 XYZ 機場出發的現有預訂。

到 2023 年，隨著公司採購可以完全自行處理某些互動的智慧虛擬代理，兩種體驗之間的差異將變得更加明顯。它還使代理商能夠更好地與客戶聯繫，並透過觸手可及的提供最相關的資訊來提供個人化的提案。

隨著消費者和投資者的要求，永續性和企業社會責任 (CSR) 仍然是經營團隊的首要任務。 Frost & Sullivan 於 2023 年 1 月進行的 2023 年全球聯絡中心調查顯示，63% 的旅遊和飯店聯絡中心相關人員認為永續性非常重要或重要。 Virtuoso 於 2022 年 5 月對近 300 名高淨值旅遊進行的一項調查顯示，80% 的受訪者表示，疫情讓他們希望未來更負責任地旅遊。

在過去的年度中，新的互動管道不斷湧現，包括更新的互動式語音應答 (IVR)、機器人、更聰明的虛擬助理 (IVA)、品牌行動應用程式和網站等等。

在一個一直在努力滿足基本期望的行業中，排長隊、機器人和 IVR 無法理解或滿足客戶的需求，這是最低限度，也是邁向品牌忠誠度的重要一步。第一步是跨通路互動輕鬆、無縫。大約 67% 的 T&H 聯絡中心相關人員專注於「管理整個客戶旅程」。

主要特點

聯絡中心 IT 決策者和領導者線上客戶調查的主要目標是：

  • 了解聯絡中心目前面臨的 IT 挑戰。
  • 遠端/混合模型的評估
  • 了解聯絡中心組織中數位轉型的狀態。
  • 評估聯絡中心解決方案目前和未來的使用情況
  • 評估推動聯絡中心解決方案投資的要素
  • 了解市場和技術趨勢
  • 評估可用的 IT 預算

目錄

旅遊和飯店聯絡中心形勢的變化

  • 全球旅遊與酒店業現況 - 2023 年
  • 影響聯絡中心的主要旅遊和酒店消費趨勢：全球 - 2023 年
  • 旅遊與飯店業聯絡中心趨勢：全球 - 2023 年
  • 科技趨勢

成長環境

  • 旅遊和酒店業開始從損失中恢復
  • 旅遊和酒店業的數位轉型和人工智慧的採用

第 2023 章世界聯絡中心調查結果/調查方法-旅遊和酒店業

  • 客戶調查方法與受訪者概況

主要發現

  • Frost & Sullivan 2023 年全球聯絡中心調查來自旅遊與飯店業決策者的回饋
  • 公司目標與 CX 優先事項保持一致

2023-2024年投資計劃

  • 大多數旅遊和酒店公司將在 2023 年增加對聯絡中心解決方案的投資
  • 現場代理是常態
  • 用於支援代理並加速互動的頂級人工智慧技術
  • 經證實的投資收益(ROI) 迫使旅遊、飯店企業重新考慮其整個聯絡中心

代理商參與策略

  • 在座席需要更多知識/技能的領域，人員離職率很高。
  • 賦予員工權力有助於組織留住員工

通路趨勢和客戶滿意度

  • 通路趨勢 - 過去 12 個月
  • 旅遊和酒店業在各個管道的表現都比其他行業差。

一家採取行動的公司

  • Teleperformance 提供多種專為 T&H 產業設計的工具
  • 國泰航空部署 Genesys Cloud CX(TM) 透過數位管道建立終身客戶關係
  • World Hospitality Group 與 Foundever(TM) 合作，跨社群媒體管道打造品牌大使
  • TripAdvisor 部署 NICE Cloud CX(TM) 以提供跨品牌的無縫體驗
  • 2022 年全球 5 大經濟亮點

附錄

  • 推動Growth Pipeline Engine（TM） 的成長機會
  • 為什麼成長如此困難？
  • The Strategic Imperative 8（TM）
  • 全球旅遊與飯店顧客體驗產業三大策略挑戰的影響
  • 圖表列表
  • 免責聲明
簡介目錄
Product Code: K927-76

Pent-Up Demand Compels Businesses to Invest in AI and Automation

The Travel and hospitality (T&H) industry was one of the hardest hit by the COVID-19 pandemic starting in 2020. Strict shelter-at-home regulations and travel restrictions created havoc for customer experience (CX) organizations globally, generating loads of new and perpetually changing information that T&H agents needed to have at their fingertips.

During the early stages of the pandemic, T&H contact centers were bombarded with cancellations. In 2021 and 2022, travel plans accelerated as worries about the virus began to diminish. The year 2023 is seeing a tremendous rise in travel due to pent-up demand. This means the T&H industry is once again overwhelmed with customer interactions.

The extraordinarily long wait times to reach agents during the early period of the pandemic forced customers across generations to use self-service customer interaction channels. Preparing for a post-pandemic future is top of mind for T&H companies, as they must navigate cyclical demand for travel with an ever-changing balance of live agents and self-service.

Many companies have invested in contact center solutions that allow customers to choose to receive a callback when an agent is available without losing their place in line. Or even better, the system can automatically identify the caller with their phone number, quickly confirm their identity for security purposes, and then proactively ask the customer if the call is regarding an existing reservation departing from the XYZ airport.

The difference between these two experiences will be much more evident in 2023 as companies procure intelligent virtual agents that can complete some interactions entirely on their own. They can also support agents by providing the most relevant information at their fingertips, allowing them to better connect with customers and offer them personalized recommendations.

Sustainability and corporate social responsibility (CSR) remain major executive priorities because consumers and investors demand them. In Frost & Sullivan's 2023 Global Contact Center Survey, conducted in January 2023, 63% of contact center stakeholders in travel and hospitality considered sustainability very important or crucial. Virtuoso polled about 300 affluent travelers in May 2022 and found that 80% of respondents felt that the pandemic made them want to travel more responsibly in the future.

Throughout the decade, new interaction channels emerged, including refreshed interactive voice response (IVR), bots, more intelligent virtual assistants (IVA), and branded mobile apps and websites.

In an industry that has suffered from meeting baseline expectations with long queues and bots and IVRs that do not understand or deliver what the customer needs, a minimum requirement and a significant step towards brand loyalty is to make the interactions effortless and seamless across channels. About 67% of T&H contact center stakeholders focus on "managing the entire customer journey."

Key Features

The primary goals of on-line customer survey of contact center IT decision-makers and leaders were to:

  • Understand the IT challenges contact center organizations face today
  • Gauge remote/hybrid models
  • Monitor the status of digital transformation in contact center organizations
  • Assess the current and future use of contact center solutions
  • Evaluate factors that drive investments in contact center solutions
  • Gauge market and technology trends
  • Appraise available IT budgets

Table of Contents

The Changing Travel and Hospitality Contact Center Landscape

  • State of the Travel and Hospitality Industry: Global-2023
  • Top Consumer Trends in Travel and Hospitality that Impact Contact Centers: Global-2023
  • Contact Center Trends in Travel & Hospitality: Global-2023
  • Technology Trends

Growth Environment

  • Travel and Hospitality Swings from Loss to Recovery
  • Digital Transformation and the Infusion of AI in Travel and Hospitality

2023 Global Contact Center Survey Results/Methodology-Travel and Hospitality

  • Customer Research Methodology & Respondent Profile

Key Findings

  • Travel and Hospitality Decision Maker Feedback From Frost & Sullivan's 2023 Global Contact Center Survey
  • Corporate Objectives Align with CX Priorities

Investment Plans 2023 to 2024

  • Most Travel & Hospitality Businesses will Increase Investments in Contact Center Solutions in 2023
  • Live Agents Reign
  • Top AI Technologies Acquired to Support Agents and Speed Up Interactions
  • Proven Return on Investment (ROI) Compels Travel and Hospitality Businesses to Overhaul the Entire Contact Center

Agent Engagement Strategies

  • Attrition Higher in Sectors that Require Agents to Have More Knowledge/Skills
  • Organizations Keep Employees on Board by Empowering Them

Channel Trends and Customer Satisfaction

  • Channel Dynamics-Last 12 Months
  • The Travel and Hospitality Industry Performs Worse than Other Sectors in Each Channel

Companies to Action

  • Teleperformance Provides Numerous Tools Designed for the T&H Industry
  • Cathay Pacific Implements Genesys Cloud CX™ to Build Lifetime Relationships with Customers in Digital Channels
  • Global Hospitality Group Partners with Foundever™ to Create Brand Ambassadors with the Social Media Channel
  • Tripadvisor Implements NICE Cloud CX™ to Deliver Seamless Experiences Across Brands
  • Top 5 Global Economic Highlights of 2022

Appendix

  • Growth Opportunities Fuel the Growth Pipeline Engine™
  • Why is it Increasingly Difficult to Grow?
  • The Strategic Imperative 8™
  • The Impact of the Top 3 Strategic Imperatives on the Global Travel and Hospitality CX Industry
  • List of Exhibits
  • Legal Disclaimer