Customer Journey Management

Using Data to Scale the Experience Business of Travel

Personalisation is an expectation of all consumers and by 2024, 50% of hospitality organisations overall will implement AI-enabled software solutions to support it. Yet only 20% of those will successfully differentiate services by leveraging AI/ML. Consumer expectations are driving the need for continuous intelligence on site, off site and in trip. Data-driven organisations understand Customer Experience Management and how systems will augment teams to fluidly deliver insights. CXM also connects loyalty to experiences with dynamic communications throughout the journey.

In this session, you'll hear more about the following:

• 2020 Econsultancy trends for the travel industry.
• A sneak peek into real-time activation of loyalty or loyalty-as-a-service with ICF Next.