Customer Experience in the Travel and Tourism Sector

In the post-pandemic, dynamic landscape of the travel, tourism, hospitality and airline industries, it has become abundantly clear that offering exotic destinations, luxurious accommodation or simply the most direct route from A-to-B is not sufficient. The key differentiator in today’s competitive market is the quality of Customer Experience (CX). This experience is no longer a linear path but is framed around five foundational principles that define modern travel marketing – our “5 Core Principles of CX”.

The modern marketing paradigm is fluid, adjusting rapidly to technological advances, socio-economic trends, and perhaps most importantly, the evolving preferences of travellers.

In this ebook, you will learn about mastering the 5 Core Principles of CX and how to apply this to the travel and tourism industry:

• Vision
• Operations
• Data
• People
• Technology

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