Our latest market report delves into the biggest trends, challenges and disruptors in the travel and hospitality industry with case studies and expert advice to help you optimise your own CX strategy 

The travel and hospitality industry has seen a massive change in recent years. It’s moved from being dominated by traditional travel agents booking every aspect of a holiday for their customers, on to a wealth of choice online for consumers to tailor-make their own trip by using platforms that provide a quick overview of, for example, all accommodation options in their selected destination. 

With an increasingly overwhelming choice available for consumers on these platforms, elements such as personalisation and emotional engagement have become more important than ever before. What are the biggest challenges on the journey to CX success? And how can travel and hospitality organisations stay ahead of the curve? 

Download this market report for:

• A guide to customer experience in travel and hospitality
• Roadblocks on the journey to CX success
• Case study: Thomas Cook’s 24-hour promise
• Tackling the United Airlines CX nightmare
• Case study: How LAWA aligns brands to create an LAXceptional experience
• Benchmarking disruptors: Challengers or partners?
• Case study: How srprs.me disrupts the industry with personalisation
• Touring a top trend: Biometrics pros and cons
• Real-time inspiration: Shining CX stars to learn from

With expert advice and insights from CX leaders from the likes of KLM, Disney, Los Angeles World Airports, Amtrak, Thomas Cook and many more, CX Network’s latest market report ensures you keep your finger on the pulse of customer experience in travel and hospitality.

Download the 2024 post event report for exclusive insights on industry investment priorities, audience breakdown, key themes discussed at the event, and much more!

Hear what 2024 delegates had to say:

“The Exchange has a great mix of networking, case studies and suppliers that allows for a healthy conversation in the CX arena.”

“It’s a great platform that brings together passionate professionals, fresh perspectives, and innovative technologies.”

“Interacting with industry leaders in a collaborative and supportive environment was an invaluable experience.”

In this article, Global Hotel Alliance’s Chief Growth Advisor, Franck Kermarrec, reveals how brand identity can be leveraged as a key differentiator in today’s competitive travel and hospitality market. Read on to gain insight on balancing consistency in brand identity with personalised customer experiences, and ensuring that your brand identity caters to fast evolving customer preferences in travel and hospitality.

With travel now back on the cards after a two-year hiatus, many are adding sustainability to their list of priorities when planning a holiday. The pandemic provided some time to reflect on how we are all treating our planet, and being eco-conscious is now more important than ever; this list will show some insights into some of the leading eco-conscious travel companies and what they are doing to drive change in travel habits.

Discover how travel and hospitality companies can re-think their CX strategies to meet evolving customer expectations. In this interview, Vinay Parmar, Founder of Dhruva Star and Chairperson for the upcoming CX Travel and Hospitality Exchange, shares insights on 2024's CX trends, tips for AI implementation, and advice for overcoming challenges faced by today’s CX leaders in travel and hospitality.

A CX Network report on how to take advantage of the latest advancements in conversational AI and its growing role in the modern enterprise. Including real-world examples of how the State of Illinois, Cash App, William Hill and ASOS leveraged conversational AI to transform their total experience.

What are CX leaders in travel and hospitality investing in to evolve their customer experience capabilities? This infographic shows the investment priorities of last year's Exchange attendees, from organisations such as Ryanair, Tui, Heathrow, and English Heritage. 

Customer experience is a critical component of any travel and hospitality business but getting it right is harder than it looks. In this interview with Govert Klassen from PA Consulting, we get into the nitty gritty of what good customer experience looks like and how travel and hospitality brands can build a comprehensive strategy.

Covering everything from Customer 4.0 and personalisation to AI, chatbots and blockchain, you won't want to miss this free and in-depth conversation ahead of the Customer Experience Exchange for Travel and Hospitality which is taking place next week.