Industry: Travel and Hospitality
Building traveler loyalty through unforgettable, on-brand, guest experiences
Create memorable moments at every stage of the customer journey
Our areas of expertise
Hospitality
Improve member loyalty using predictive analytics
Transportation
Offer on-the-go mobile customer experiences
Entertainment
Provide voice of the customer and local insights
Travel agencies
Deliver an optimized self-service experience
Solutions for every stage of the customer lifecycle
Engage
Business problems
Design a digital CX and journey that is human
Solutions
- Consumer journey mapping and design workshops
- Data + analytics
Business problems
Customer acquistion and lead generation
Solutions
- Campaign management
- Data + analytics
Business problems
Brand awareness
Solutions
- Digital experience
Business problems
Brand reputation
Solutions
Buy
Business problems
Reservations and sales
Solutions
- Sales professionals
- Digital experience
- Data + analytics
Business problems
Cross-sell and upsell
Solutions
- Sales professionals
- Digital experience
- Data + analytics
Business problems
Loyalty program enrollment
Solutions
- Sales specialists
- Data + analytics
Bill
Business problems
Expense, billing, and invoicing
Solutions
- Billing specialists
- Digital experience
- Intelligent automation
Business problems
Folios generation and dispatch
Solutions
Care
Business problems
Reservation support
Solutions
- Customer care ambassadors
- Digital experience
- Data + analytics
- Intelligent automation
Business problems
Loyalty program management
Solutions
- Customer care ambassadors
- Digital experience
- Data + analytics
- Intelligent automation
Business problems
Accommodation requests
Solutions
- Customer care ambassadors
- Digital experience
Business problems
Complaints and feedback
Solutions
- Customer care ambassadors
- Digital experience
- Data + analytics
Business problems
Lost Items and luggage policies
Solutions
- Customer care ambassadors
- Digital experience
Business problems
Account management
Solutions
- Customer care professionals
- Digital experience
- Data + analytics
- Intelligent automation
Repair
Business problems
Reservation cancellation and retention
Solutions
- Retention professionals
- Data + analytics
Business problems
Refunds and reimbursements
Solutions
- Retention professionals
- Back office optimization
Business problems
Finance and accounting
Solutions
Retain
Business problems
Loyalty program member retention
Solutions
- Retention professionals
- Digital experience
- Data + analytics
Business problems
Online reputation and reviews management
Solutions
Business problems
CSAT and NPS® surveys
Solutions
- Digital experience
- Data + analytics
Business problems
Voice of guests and feedback
Solutions
- Digital experience
- Data + analytics
Delivering ~70% loyalty program renewals increase, 38% conversion rate for a luxury hotel chain
We support the customer journey – digitally and literally
Online reviews and reputation management, environmental concerns, personalization, loyalty, translation and localization, crisis and emergency response, and seasonal spikes are just some of the challenges that those in the travel and hospitality industry are facing. Our HGS EPIC™ Social Care solution increases access and speed to response while improving the CX; our cognitive contact center solution ensures you always hear the voice of the customer.
The travel and hospitality segment is also becoming one of the fastest consumers of our solutions. Here’s why:
- Increasing customers’ wallet-share from stiff competition
- Surge analytics based on customer demands and seasonality
- Less loyalty from customers who can choose from a variety of options
- Greater focus on customer lifetime value
Create a digital experience that is human-centered and easy to navigate
Our approach is to create memorable moments across the entire consumer journey using innovative solutions designed to personalize, engage, resolve, and predict future needs.
Travel and hospitality resources
Let’s start the journey….
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Personal messaging and proactive offers increase
Guest loyalty and spend
Industry-related case studies
