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市场调查报告书
商品编码
1876864
全球旅游与旅馆业顾客体验成长机会：2025-2026 年Global CX Growth Opportunities in the Travel & Hospitality Industry 2025 to 2026 |
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客户观点
2024年，被压抑的旅游需求推动旅游业支出回升至接近疫情前水准。由于需求增加以及需要弥补2020-2022年疫情限制措施造成的收入损失，航空和地面交通、住宿设施以及餐饮价格仍居高不下。消费者在度假和节日上的支出也比以往任何时候都多，预计收入将持续成长。高端旅游正在兴起，消费者将尽可能增加预算，以便在假期中体验更多活动。
如今，客户对无缝全通路体验的需求比以往任何时候都更加迫切。消费者渴望获得更个人化的旅行体验。旅游和酒店公司正加大对数据分析的投入，以实现客製化的行程安排、更贴心的酒店服务和更优质的机上体验。人工智慧 (AI) 的应用进一步推动了个人化客户体验的自动化。以 AI 为基础的聊天机器人和智慧虚拟助理 (IVA) 正在提升客服中心环境中的客户体验 (CX)，而分析技术则在改善精准行销并提高转换率。
受疫情影响，非接触式技术在机场商店和餐厅变得越来越普遍，旅客可以使用智慧型手机进行支付和点餐。
除了客户体验之外，人工智慧和机器学习正在透过预测定价模式和流程自动化来帮助公司管理收入。
本研究的主要目标是了解旅游和饭店产业客服中心环境的互动管道、应用和解决方案采用计划，以及了解购买趋势和影响产品选择的因素。
该调查针对旅游和酒店业客服中心决策者以及影响各个业务职能部门采购决策的人员，包括执行长、董事、所有者、高级和中阶管理人员。
目录
调查目标和调查方法
- 透过综合方法提供360度全方位观点
- 客户调查目标和调查方法
旅游和酒店业的成长环境
- 全球旅游和酒店业的现状
- 消费行为对全球旅游和旅馆业的影响
- 旅游和酒店业技术趋势正在提升全球客户体验
- 2025 年客服中心决策者调查的主要发现
投资重点与关键决策因素
- 社群媒体已被全球旅游和酒店业广泛采用为一种沟通方式。
- 全球旅游和酒店业计划在未来两年内升级到人工智慧语音和聊天客服。
- 优化营运效率和生产力，以及改善客户体验，是全球旅游和酒店公司的首要任务。
- 提供无缝的全通路客户体验是全球客户体验的首要任务。
- 选择客户体验解决方案供应商的全球关键决策因素
旅游和酒店业致力于利用人工智慧来改善客户体验
- 世界各地的客户都希望获得高度个人化的服务，以感受到被关怀。
- 生成式人工智慧技术将在全球带来改进的关键领域
- 自助服务正在发展，但人工智慧还需要一些调整。
- 全球客服中心解决方案套件人工智慧投资趋势
携手合作，打造无缝的顾客体验
- 在全球范围内，全通路客户体验的交付远未达到客户的预期。
企业策略方向
- 旅游和酒店业的关键策略问题（2025-2026 年）
附录
- 成长机会驱动Growth Pipeline Engine（TM）™
- 为什么成长变得越来越困难
- The Strategic Imperative 8（TM）
未来计划
- 成长机会带来的益处和影响
- 下一步
- 免责声明
Customer Perspectives
In 2024, pent-up demand for travel boosted spending in this industry to nearly pre-pandemic levels. With increasing demand and the need to recoup revenue lost during the 2020-2022 pandemic restrictions, prices for air and ground transportation, accommodations, and dining are high. Revenue growth is also expected due to increased spending by consumers on vacations/holidays compared to the past. Luxury travel is on the rise, and consumers are stretching their budgets to enjoy their holidays with more activities.
Customers want seamless, omnichannel journeys more than ever. Consumers want more personalized travel experiences. Travel and hospitality (T&H) companies are investing in data analytics to deliver customized itineraries, hospitality perks, and enhanced onboard flight experiences. The infusion of artificial intelligence (AI) further enables businesses to automate personalized customer journeys. AI-based chatbots and intelligent virtual assistants (IVAs) enhance customer experience (CX) in the contact center environment, while analytics improve targeted marketing and drive a higher close rate.
The pandemic made contactless technology more prominent in airport shops and dining establishments, allowing travelers to pay or order from a menu using their smartphones.
Beyond CX, AI and machine learning are helping businesses manage their revenue better with predictive pricing models and process automation.
The primary goals of this study are to determine implementation plans of interaction channels, applications, and solutions in the contact center environment in the T&H industry and to understand purchase trends. It also investigates the factors that influence product selection.
Decision-makers and purchase decision influencers of T&H contact centers were surveyed across business functions, including CXOs, managing directors, owners, senior management, middle management, and others.
Table of Contents
Research Objectives and Methodology
- An Integrated Approach Provides a 360-Degree Perspective
- Research Objectives and Methodology of Customer Survey
Travel & Hospitality Growth Environment
- State of T&H Industry, Global
- Consumer Behavior that is Impacting T&H Industry Globally
- T&H Technology Trends that are Boosting CX Globally
- Key Findings from the 2025 Contact Center Decision-Maker Survey
Investment Priorities & Critical Decision-Making Factors
- Social Media for Communication is a Popular Choice Among T&H Globally
- T&H Globally Plan to Upgrade AI Voice and Chat Agents in the Next Two Years
- Optimizing Operational Efficiency and Productivity, and Enhancing CX are Top Priorities for T&H Businesses Globally
- Delivering Seamless Omnichannel CX is a Top CX Priority Globally
- Top Global Critical Decision-Making Factors When Selecting a CX Solution Provider
Travel & Hospitality Providers Leverage AI to Make a Difference for Customers
- Customers Globally Demand Hyper-personalization to Feel Looked After
- Key Areas Improved by Generative AI Technology Globally
- Self-Service Grows, but AI Needs Some Tweaking
- Global AI Investments Across the Contact Center Solution Suite
Seamless Customer Journeys Collaboration
- Omnichannel Customer Journey Capabilities Lag Far Behind Customer Expectations Globally
Corporate Strategic Direction
- Corporate Strategy Imperatives For T&H Industry 2025-2026
Appendix
- Growth Opportunities Fuel the Growth Pipeline Engine™
- Why Is It Increasingly Difficult to Grow?
- The Strategic Imperative 8™
Next Steps
- Benefits and Impacts of Growth Opportunities
- Next Steps
- Legal Disclaimer
