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Explore the key trends and challenges shaping customer behaviours for 2026 and beyond.

How do these factors impact the decisions you make as a CS/CX leader in travel and hospitality?

Brought to you in association with GENESYS and the CX Network, this insightful report is well worth a quick read by any industry leader who champions CX.

Cut through the noise and focus on what really drives results. This expert-led guide reveals how to navigate CX trends, avoid AI hype, and prioritise strategies that deliver meaningful customer impact - helping you turn innovation into measurable business value.

Download the guide now to turn insight into action.

Turn CX trends into smart, high-impact investments. This practical guide breaks down where to focus your budget - from AI‑driven journeys to data foundations and personalisation - so you can drive measurable growth and stay ahead in 2026.

Download now to invest with confidence and maximise ROI.

Stay ahead of the curve with a clear view of what's shaping CX in 2026. This forward-looking guide unpacks the key trends - from AI-driven buying journeys to rising expectations around trust, value and human support - so you can prepare your strategy with confidence.

Download now to anticipate change and lead with confidence.

What can recent developments from ChatGPT, Klarna, and Disney tell us about CX trends for the remainder of 2026 and beyond?

Ahead of the upcoming CX Travel & Hospitality Exchange, the CX Network explored four key trends which you should be capitalising on.

Are you ready to improve your H2 strategies and propel your CX journey into long-term optimisation?

evaluagent set out to solve a challenge many solution providers face: how to move beyond surface‑level event conversations and get real face‑time with senior CX, Contact Centre, and Quality leaders who are actively exploring transformation.

This case study explores why the CX Travel & Hospitality Exchange format aligned so closely with their enterprise sales strategy, offering structured, pre‑qualified meetings, deeper discovery conversations, and access to decision‑makers who typically take months to reach through traditional channels. You’ll also gain insight into how the curated environment, matchmaking process, and focused agenda helped elevate the quality of engagement and accelerate next steps in their sales cycle - with a specific success coming from one of the world's leading airlines.

Rather than broad‑stroke expo outreach, evaluagent used the Exchange to create meaningful momentum with senior leaders, proving the impact of a targeted, conversation‑led approach.

Download the case study to see how strategic event sponsorship can drive tangible ROI, deepen engagement with hard‑to‑reach leaders, and position your solution at the centre of high‑intent buying conversations ahead of the CX Travel & Hospitality Exchange.

Interested in securing 1:1 meetings with budget-holding CX leaders from global travel & hospitality brands? See who was present in 2025.

Discover the Future of Travel CX: Highlights from the 2025 CX Travel & Hospitality Exchange

The 2025 CX Travel & Hospitality Exchange brought together senior leaders from global travel brands like Thomas Cook, TUI Group, P&O Cruises, and Club Med to explore the evolving landscape of customer experience. This post-show report reveals how AI, predictive analytics, and emotional intelligence are transforming travel CX—from scalable empathy in digital interactions to ecosystem-wide collaboration across airlines, hotels, and OTAs.

To get the full rundown of:

• Key takeaways and actions from the Exchange
• Who was in attendance
• What these CX Travel leaders are actively looking to invest in and more.

With expert insights, keynote highlights, and attendee feedback, this report is a must-read for CX professionals aiming to future-proof their strategies in a rapidly changing travel industry.

📥 Download the full report or request an invite to the next CX Travel & Hospitality Exchange.

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.

This infographic provides insight into the investment priorities and daily challenges of CX Leaders from globally recognised travel & hospitality brands attending the CX Travel & Hospitality Exchange 2025. A strong investment focus on customer journey mapping, segmentation, and predictive analytics signals a strategic shift toward building a more intelligent, responsive, and future-ready CX framework. CX leaders are also prioritising real-time customer feedback, user experience analytics, and digital experience platforms (DXPs) to enhance agility and responsiveness across touchpoints. Meanwhile, investments in self-service automation, chatbots, conversational AI, and intuitive personalisation reflect a growing emphasis on scalable, efficient, and personalised customer engagement. Taking place in September 2025, the CX Travel & Hospitality Exchange is an intimate gathering of CX leaders. Attendees will be able to hear about the latest possible solutions to their daily challenges from leading experts and solution providers.

Explore the 2025 Post Show Report and ensure you're prepared for this year's CX Travel & Hospitality Exchange.

This report includes:

• Key stats
• Audience insights
• Unmissable takeaways
• Session highlights
• Trusted testimonials

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.

The Global State of CX 2025 Report, researched by CX Network in partnership with 200+ CX experts worldwide, is your essential guide to the trends, challenges, and opportunities shaping customer experience today. Packed with exclusive data and actionable insights, this report helps you benchmark your strategy, identify growth opportunities, and prepare for what’s next in CX.

What's Inside?

Exclusive Industry Data - Insights from 200+ CX leaders across sectors and geographies.

Actionable Analysis - Practical frameworks to refine your customer journey and drive measurable impact.

Benchmark Your Strategy - Compare priorities and investments with leading CX teams worldwide.

Ready for the remainder of 2026?

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.