The last year-and-a-half has upended the world of travel even more than it has other industries. The very nature of travel has changed – business travel has been replaced by virtual meetings and vacations by workcations. Customers are, more than ever, expecting a seamless, personalized experience throughout the journey with a spotlight on safety. Outside of pandemic-induced changes to the industry, millennials are driving demand for sustainable travel.
Internal technology organizations are often considered cost centers that “deliver” projects; based on the pre-determined requirements from the business functions within that enterprise.
While every industry talks about customer experience, the travel industry is unique because the product that a travel company sells is an experience. For an airline, the seat is a product; for a hotel, the room is a product; yet the true product that a traveler buys is the experience – experience of a flight, experience of a stay and so on.