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旅游与旅馆业的顾客体验成长机会：2023 年全球 - 顾客观点
市场调查报告书
商品编码
1341938

旅游与旅馆业的顾客体验成长机会：2023 年全球 - 顾客观点

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个工作天内

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简介目录

不断增长的需求推动人工智慧和自动化投资

自 2020 年以来，旅游和酒店 (T&H) 行业一直是受 COVID-19 大流行打击最严重的行业之一。严格的居家法规和旅行限制对世界各地的客户体验 (CX) 组织造成了严重破坏，创造了 T&H 代理商所需掌握的大量新且不断变化的资讯。

在大流行的早期阶段，T&H 的联络中心因取消订单而不堪重负。 2021 年和 2022 年，随着对病毒的担忧开始减弱，旅游计画加快了。 2023年，由于需求增加，旅游将大幅增加。换句话说，T&H 行业将再次不得不与客户打交道。

疫情爆发之初，由于联络客服人员的等待时间极长，各代客户被迫依赖自助客户互动管道。为疫情后的未来做好准备是旅游与健康公司的首要任务，它们必须满足週期性旅游需求，同时不断改变现场客服和自助服务之间的平衡。

许多公司正在投资联络中心解决方案。甚至更好的是，系统可以透过电话号码自动识别呼叫者，出于安全目的快速验证身份，并主动询问客户来电是否涉及从 XYZ 机场出发的现有预订。我可以。

到 2023 年，随着公司采购可以完全自行处理某些互动的智慧虚拟代理，两种体验之间的差异将变得更加明显。它还使代理商能够更好地与客户联繫，并透过触手可及的提供最相关的资讯来提供个人化的提案。

随着消费者和投资者的要求，永续性和企业社会责任 (CSR) 仍然是经营团队的首要任务。 Frost & Sullivan 于 2023 年 1 月进行的 2023 年全球联络中心调查显示，63% 的旅游和饭店联络中心相关人员认为永续性非常重要或重要。 Virtuoso 于 2022 年 5 月对近 300 名高净值旅游进行的一项调查显示，80% 的受访者表示，疫情让他们希望未来更负责任地旅游。

在过去的年度中，新的互动管道不断涌现，包括更新的互动式语音应答 (IVR)、机器人、更聪明的虚拟助理 (IVA)、品牌行动应用程式和网站等等。

在一个一直在努力满足基本期望的行业中，排长队、机器人和 IVR 无法理解或满足客户的需求，这是最低限度，也是迈向品牌忠诚度的重要一步。第一步是跨通路互动轻鬆、无缝。大约 67% 的 T&H 联络中心相关人员专注于「管理整个客户旅程」。

主要特点

联络中心 IT 决策者和领导者线上客户调查的主要目标是：

  • 了解联络中心目前面临的 IT 挑战。
  • 远端/混合模型的评估
  • 了解联络中心组织中数位转型的状态。
  • 评估联络中心解决方案目前和未来的使用情况
  • 评估推动联络中心解决方案投资的要素
  • 了解市场和技术趋势
  • 评估可用的 IT 预算

目录

旅游和饭店联络中心形势的变化

  • 全球旅游与酒店业现况 - 2023 年
  • 影响联络中心的主要旅游和酒店消费趋势：全球 - 2023 年
  • 旅游与饭店业联络中心趋势：全球 - 2023 年
  • 科技趋势

成长环境

  • 旅游和酒店业开始从损失中恢復
  • 旅游和酒店业的数位转型和人工智慧的采用

第 2023 章世界联络中心调查结果/调查方法-旅游和酒店业

  • 客户调查方法与受访者概况

主要发现

  • Frost & Sullivan 2023 年全球联络中心调查来自旅游与饭店业决策者的回馈
  • 公司目标与 CX 优先事项保持一致

2023-2024年投资计划

  • 大多数旅游和酒店公司将在 2023 年增加对联络中心解决方案的投资
  • 现场代理是常态
  • 用于支援代理并加速互动的顶级人工智慧技术
  • 经证实的投资收益(ROI) 迫使旅游、饭店企业重新考虑其整个联络中心

代理商参与策略

  • 在座席需要更多知识/技能的领域，人员离职率很高。
  • 赋予员工权力有助于组织留住员工

通路趋势和客户满意度

  • 通路趋势 - 过去 12 个月
  • 旅游和酒店业在各个管道的表现都比其他行业差。

一家采取行动的公司

  • Teleperformance 提供多种专为 T&H 产业设计的工具
  • 国泰航空部署 Genesys Cloud CX(TM) 透过数位管道建立终身客户关係
  • World Hospitality Group 与 Foundever(TM) 合作，跨社群媒体管道打造品牌大使
  • TripAdvisor 部署 NICE Cloud CX(TM) 以提供跨品牌的无缝体验
  • 2022 年全球 5 大经济亮点

附录

  • 推动Growth Pipeline Engine（TM） 的成长机会
  • 为什么成长如此困难？
  • The Strategic Imperative 8（TM）
  • 全球旅游与饭店顾客体验产业三大策略挑战的影响
  • 图表列表
  • 免责声明
简介目录
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