The destination is ROI for top travel and hospitality firms.
We commissioned Forrester Consulting to evaluate the role of customer experience (CX) for businesses. We found that top travel and hospitality businesses use CX to create rich customer journeys and innovative new products and services.
82% of travel and hospitality firms are all about quality.
Customer experience pros in the travel and hospitality sector say improving products and services is a priority for boosting ROI this year.
77% of travel and hospitality firms are prioritising experience.
Travel and hospitality firms are relying on CX business metrics to improve the experience of customers — and their ROI — in the next 12 months.
Customers are the #1 priority for 80% of travel and hospitality firms.
Top travel and hospitality firms are committed to increasing customer retention and loyalty with CX tools that drive their ROI.
Travel and hospitality firms are chasing ROI by creating amazing customer journeys.
High-performing travel and hospitality firms experience higher ROI when they invest in CX tools to better manage customers from acquisition to loyalty.
Read the full study to see how superior hospitality delivers higher ROI
Our commissioned study, conducted by Forrester Consulting, found that travel and hospitality businesses improve their ROI when they upgrade their customer services with CX. Read The Business Impact of Investing in Experience: A Spotlight on Travel and Hospitality to learn more.