From human touch to human tech
Find out about the different priorities for travel sellers and travelers when it comes to creating the perfect customer experience.
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What is the right blend of human-delivered customer service and technology tools in travel agencies today? The answer lies in a hybrid approach. Find out about the different priorities for travel sellers and their travelers when it comes to creating the perfect customer experience.
What is the right blend of human-delivered customer service and technology tools in travel agencies today? The answer lies in a hybrid approach. Find out about the different priorities for travel sellers and their travelers when it comes to creating the perfect customer experience.
From Human Touch to Human Tech
While technology is enabling greater personalization and taking us to new frontiers,humans are, and will continue to be, at the heart of the best customer experiences. Leveraging the skills of both will ultimately allow us as an industry to not just meet travelerneeds, but go way beyond their expectations.
From Human Touch to Human Techfocuses on the fine balance that travel sellers need to bridge between human-delivered customer service, and the efficiency gains from technologies like machine learning and artificial intelligence.
Different priorities for travel sellers and their customers?
TRAVEL AGENT
Travelers most value ...
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Human-to-human contact
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Being available 24/7
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Communicating in friendly manner
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Having a single point of contact
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Long standing relationship
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Being contactable on the phone
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Alternative channels (whatsapp, Facebook)
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Checking that all is well during the trip
TRAVELERS
I most value ...
-
Communicating in friendly manner
-
Being contactable on the phone
-
Being available 24/7
-
Checking that all is well during the trip
-
Having a single point of contact
-
Long standing relationship
-
Human-to-human contact
-
Alternative channels (whatsapp, Facebook)
Travel agencies often think of human interaction as crucial to attract and retain travelers. the travel sellers we surveyed ranked it as the top factor for success. Even higher for agencies specializing in business travel. For their travelers, friendly communication and accessibility are the main priorities.
The future rests on a hybrid approach
Success lies in understanding how humans can most effectively augment technology, how technology can enhance what humans do, and in designing business processes that support both.
Watch our video