Redefine Customer Experience by Embracing Digital First Models

Kiran Kuchimanchi, President, Cigniti Technologies | Wednesday, 19 April 2023

Brands that prioritize experience tend to outperform their competitors by achieving benefits such as improved brand preference, increased revenue growth, and high customer retention rates.

In this digital economy, travelers’ expectations from travel & tourism brands have made a paradigm shift. They expect a seamless, intuitive, and hyper-personalized experience at every step of their travel journey. Travel brands are geared up for this shift and are formulating more personalized services that provide value-driven experiences. A study by PwC revealed that 1 in 3 customers would switch from a brand they were previously loyal to after just one unsatisfactory encounter, indicating the importance of delivering exceptional customer experience.

Brands that prioritize experience tend to outperform their competitors by achieving benefits such as improved brand preference, increased revenue growth, and high customer retention rates. In an era of hyper-personalization, providing a positive experience for travelers has become critical.

Constructing Meaningful Experiences that Matter

Based on their persona, each traveler is unique. From a business traveler to a laid-back traveler, a family with children to a single mother, all want to create precious memories while enjoying a much-needed break.

According to a recent analysis, the global Smart Hospitality market is anticipated to grow at a CAGR of 29.8% and reach $49.8 billion by 2027. The hospitality service providers may streamline the experience at every touch point, from the time a hotel is booked until check-out and the return home.