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Case Study: How airbnb’s customer experience disrupts travel & hospitality

Industry disruptors are often seen as challengers to traditional organisations, but what can you learn from them to optimise your own CX strategy?

Airbnb has been cited by industry leaders as a disruptor within travel and hospitality. Not

only that, but their differentiated approach to customer experience impacts other verticals

too. What makes this relatively new business stand out so much in the market? And how

can customer experience leaders learn from that model to adapt their own?

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