The traveler has changed
The pandemic and other global factors have significantly altered how they behave today compared with 2019. And pre-pandemic insights on travelers before the pandemic is not relevant for decision making today.
Understanding the full lifecycle view on customer experience
When prioritizing their investment in experiences, T&H executives must consider all six phases of the traveler’s digital engagement with a brand including: Discover, Explore, Buy, Use, Ask, and Engage.
Prioritizing three experience improvement projects
T&H execs must focus investment in 2022 and 2023 on boosting page download speeds, improving journeys to category and product pages, and improving journeys to mobile and mobile experiences.