May 25, 2018

Friction-free experiences are must-have amenities for travelers

Consumers expect real-time, frictionless experiences in every single brand engagement - both online and off. The travel industry is no exception to this rule.

Combine that with a landscape where new competitors are vying for the travel customer’s wallet, and it’s easy to see that the industry has reached a point of inflection, according to John Spencer, a managing director in Accenture’s travel practice. Travel brands need to make a “wise pivot and rotate to new sources of competitive advantage,” he said. “But they must do this while still growing the core business.”

Artificial intelligence, experiential marketing, mobile and geolocation, and dynamic personalization are some of the main tactics travel brands are embracing to better engage customers and get ahead of the competition. Let’s take a closer look.

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Read also "15 mind-blowing stats about digital trends in travel and hospitality" at CMO by Adobe