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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

Icon of a hotel building

Hospitality

Improve member loyalty using predictive analytics

Icon of an airplane

Transportation

Offer on-the-go mobile customer experiences

Icon of table place set

Entertainment

Provide voice of the customer and local insights

Icon of a car

Travel agencies

Deliver an optimized self-service experience

Solutions for every stage of the customer lifecycle

EngageBuyBillCareRepairRetain
PreviousNext

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

  • HGS EPIC™ Social Care

Image of a hotel room

Revamping the brand strategy and website for a boutique hotel chain

Read more

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

Image of a young woman waiting for flight at the airport

Driving sales conversions and enhanced CSAT for a well-known travel and transit company

Read more

Bill

Business problems

Expense, billing, and invoicing

Solutions

  • Billing specialists
  • Digital experience
  • Intelligent automation

Business problems

Folios generation and dispatch

Solutions

  • HGS business process optimization

Image of online travel booking

Providing rapid scale and high quality for a high-growth, first-time outsourcer

Read more

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

Image of a businessman waiting working on a computer at the airport

Streamlining reservations, improving quality, and reducing abandon rates for an airline

Read more

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

  • HGS business process optimization

Image of a young woman lookin at a table in a coffee shop

Driving new revenue, efficiencies, and an industry-leading CX

Read more

Retain

Business problems

Loyalty program member retention

Solutions

  • Retention professionals
  • Digital experience
  • Data + analytics

Business problems

Online reputation and reviews management

Solutions

  • HGS EPIC™ Social Care

Business problems

CSAT and NPS® surveys

Solutions

  • Digital experience
  • Data + analytics

Business problems

Voice of guests and feedback

Solutions

  • Digital experience
  • Data + analytics

Image of a woman showing her reward card in a hotel

Delivering ~70% loyalty program renewals increase, 38% conversion rate for a luxury hotel chain

Read more

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.

Watch now

Travel and hospitality resources

Let’s start the journey….

Link to: Streamlining reservations, improving quality, and reducing abandon rates for an airline
Image of a businessman waiting working on a computer at the airport

Case study

Streamlining reservations, improving quality, and reducing abandon rates for an airline

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Whitepaper

Innovating analytics in customer care beyond the voice of the consumer

Link to: Driving sales conversions and enhanced CSAT for a well-known travel and transit company
Image of a young woman waiting for flight at the airport

Case study

Driving sales conversions and enhanced CSAT for a well-known travel and transit company

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image of a 2020 customer experience trends logo

E-book

Top 10 CX trends of 2020

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Personal messaging and proactive offers increase

Guest loyalty and spend

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Industry-related case studies

Image of a woman driving and using navigation equipment

HGS supports car-sharing success: Growing to more than 1 million members

Image of a businessman waiting working on a computer at the airport

Streamlining reservations, improving quality, and reducing abandon rates for an airline

Image of a young woman waiting for flight at the airport

Driving sales conversions and enhanced CSAT for a well-known travel and transit company

Image of online travel booking

Providing rapid scale and high quality for a high-growth, first-time outsourcer

View all case studies

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USA • UK • Canada • India • Philippines • Jamaica • Australia

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