Undoubtedly, the travel and hospitality sector has borne the brunt of the COVID-19 pandemic, with airlines, hotels and tour operators experiencing cancellations of services. However, in the face of this unprecedented challenge, many companies have shown remarkable agility in adapting to the altered reality. In this article, I’ll walk you through some positive outcomes of the crisis and highlight the potential positives in the future of tourism.
Amid customers showing a renewed confidence to travel, companies need to transform their online CX in the same way that other key sectors such as retail and financial services have been doing. The Everest Group Global CFO Survey 2020, supported by WNS, revealed that nearly half (49 per cent) of CFOs were considering fast-tracking the adoption of digital technologies to improve CX.