Going the distance to improve customer experience in the travel industry

How are airlines and hotels creating highly personalised, connected and anticipatory experiences, unlocking new revenue streams and meeting consumers’ changing travel expectations?

To understand the opportunity for travel companies, Mastercard commissioned Forrester Consulting to explore evolving trends within the travel sector. Forrester surveyed 228 airline and hospitality leaders in North America, Europe, Latin America and Asia-Pacific who are involved with their company’s customer marketing, engagement, loyalty, pricing or experience strategy. 

The study found that most airlines and hotels expect third-party solutions providers to help identify new revenue streams, improve personalisation and increase customer acquisition.

Download the study to learn how leaders at travel companies are achieving their customer experience and loyalty goals. The 2024 study covers:
 

• Top travel industry trends and their impact on business strategy
• Challenges that limit growth for airlines and hotels
• Opportunities for improving customer experience
• How approaches vary across regions