旅游和酒店客户参与的增长机会

即使旅游和酒店业引入了最新技术并简化了流程，它仍然需要专注于员工培训和指导，以取悦客户并建立情感联繫。员工体验和授权对于改善 CX 至关重要。

本报告研究和分析全球旅游和酒店客户参与市场，并提供有关战略要素、增长机会分析、人为因素、趋势和技术的信息。

目录

战略要素

• 为什么增长变得越来越困难？
• 战略要素 8 (TM)
• 三大战略要素对旅游和酒店客户参与的影响
• 增长机会推动增长管道引擎 (TM)

旅游和酒店业快照和客户服务方法

• 百感交集-当今的旅游和酒店业
• 旅行和酒店客户服务的现状
• 客户体验在旅游和酒店业中的推进数字化

增长机会分析

• 分析范围
• 旅游和酒店业的数字化转型
• 旅游/酒店 CX
• 全球 IT 和电信决策者 (ITDM) 调查 - 旅游和酒店业
• 旅游和酒店业的高优先级业务目标
• 实现或超过数字化转型目标的障碍
• COVID-19 数字化转型战略和对投资的影响
• COVID-19 对数字化转型目的的影响
• 衡量数字化转型的成功与否
• 2022 年 IT/电信预算的预计变化

人为因素

• 大辞职——旅游和酒店业的致命弱点
• 减少旅游和酒店业代理机构的比例
• 2022 年员工敬业度倡议
• 提高现场绩效的举措
• 准备数字功能以增强该领域
• 未来对该领域的技术投资
• 现场投资考虑的沟通和协作解决方案
• 阻碍您在该领域实现目标的主要因素

客户参与优先

• 客户体验优先事项
• 评估客户体验计划成功与否的关键指标
• 阻碍您实现或超越客户体验目标的主要因素
• CX 投资的主要驱动力
• 影响购买 CX 解决方案的关键因素
• CX 通信解决方案偏好
• 提高联络中心绩效的技巧-投资计划

客户参与趋势和技术

• 支持的互动渠道-今日
• 支持的互动渠道-计划明年支持
• 2021 年有趣的发展/变化
• 渠道整合现状
• 为什么不提供完全集成的全渠道体验
• 用例：Amelia-Resort World Las Vegas (RWLV)
• 用例：Teleperformance-TP Travel
• 用例：Webhelp-Travel & Leisure Portfolio

增长机会宇宙

• 增长机会一：非接触式服务和数字支付
• 增长机会 2：广泛的连接选项
• 成长机会三：超个性化

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