If you’ve traveled, you know how frustrating it is when the travel customer experience goes wrong. Just last month, I got bumped from call center agent to call center agent when I wanted to change a flight. I had to tell my story repeatedly, even though the airline had all my data.
The pressure of a difficult balancing act
The good news is that experiences like this have been the exception, not the rule for me. Because travel companies know how critical getting the customer experience right is—especially as the pandemic has changed travelers’ expectations, and the travel industry is hyper-focused on recovery.
But the reality is that travel companies face a dilemma here—an undeniable catch-22 situation. They are under massive,…
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