What Are the Game-changing Growth Opportunities for Customer Experience in the Travel and Hospitality Landscape?

Pent-up demand compels businesses to invest in artificial intelligence and automation

Overview

The travel and hospitality (T&H) industry was one of the hardest hit by the COVID-19 pandemic. Strict shelter-at-home regulations and travel restrictions created havoc for customer experience (CX) organizations globally. Preparing for a post-pandemic future is top of mind for T&H companies, as they must navigate cyclical demand for travel with an ever-changing balance of live agents and self-service.

  • Why are many companies investing in contact center solutions?
  • Why do sustainability and corporate social responsibility (CSR) remain major executive priorities?
  • How will the emergence of new interaction channels like refreshed interactive voice response (IVR), bots, and intelligent virtual assistants (IVAs) drive growth?
  • What is the status of digital transformation in contact center organizations?

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