The COVID-19 pandemic has changed the way travelers are approaching any journey. Fear of infection and travel restrictions are holding travelers back from traveling to their dream destinations. Travel is no longer what it used to be; however, travelers’ expectations are not taking a hit. In fact, their expectations are rising to a whole new level. Today, travelers want to be in complete control and prefer last-minute bookings via digital channels for shorter durations and distances. To fulfill this requirement, travel sector employees need to be empowered with the right technology and skills to provide an empathetic omni-channel experience.
Intelligent interpretation of traveler behavior will help travel companies in tailoring the right experiences. Artificial Intelligence and Machine Learning open up new opportunities for travel companies and are paving the way for contactless applications for activities such as booking, onboarding, check-ins, security protocols, smart recommendations and notifications spanning the entire traveler journey. An agile, integrated and empathetic approach across journey touchpoints is critical to instill a sense of confidence within the stakeholder community, both internal and external. This presents an opportunity for travel businesses to reinvent with innovative operating models and new metrics for success. Explore how you can Re-think, Re-imagine and Re-form the travel ecosystem in this new normal.