Travel and Tourism in the digital age
Travelling today has never been more accessible and convenient - within a few clicks or taps of a finger, bookings can be made in the comfort of an individual's home. With endless options and greater transparency in price, customer expectations and demands from travel providers are continuously increasing in all aspects: In the pre- and post-booking experience, as well as the pre- and post-travel experience.
More power to the customer is one after-effect, as digital and technology pervades every area of the travel ecosystem. Longstanding market players must adapt their organizations to the changing nature of the industry, or gradually lose share to fast-growing startups and large technology conglomerates like Google.
However, industry leaders can utilize their wealth and breadth of data to put the customer first - mapping out the user journey, analyzing traveler characteristics - all in order to improve the whole travel, company, and brand experience. The internal transition to customer-centricity, from both a strategic and operational standpoint, will be key for traditional market players to thrive and remain prevalent across generations.
Top challenges for travel and tourism businesses today
- Rapidly changing customer groups and customer behavior with regards to travel preferences, booking behavior, and use of technology
- Knowledge and skills gaps in digital and technology, lacking behind the rise of new trends and technology advancements
- Economic uncertainty and global crises changing all aspects of normal business (product and service offerings, revenue models, internal operations, and business infrastructure)
- Business model innovations e.g. from traditional structures of travel agencies and tours, as well as the rise of start-up technology platforms along the customer journey
The value of digitalization in travel
A strategy that serves the customer
Develop a customer-driven digital strategy based on traveler data to improve the relevance and impact of online customer touchpoints
FURTHER INTEGRATION OF SOCIAL MEDIA
Leverage social media in creative ways to engage with customers and provide a more personable brand and company experience
IN-DEPTH EXTERNAL MARKET ANALYSIS
Meet market demand and stay ahead of competition by analyzing digital data representative of the external environment
REPORTING FOR BUSINESS INSIGHTS
Improve the rate of conversion, quality of communication, and company-wide knowledge through customized dashboards
We support global travel and tourism companies of all sizes through their digital transformation journey - from increasing brand and product awareness in local markets with digital channels and building seamless booking experiences, to improving marketing, sales, and service operations with data-driven insights and digital toolkits.
Our international team has assisted >700 realized projects in digital strategy, digital operational excellence, data science, and transaction advisory services. With a team that speaks over 20 languages, and a 50% female-male ratio, we ensure both effective communication and representation throughout the advisory process.