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IDC PeerScape: Best Practices to Personalize Digital CX in Hospitality and Travel

Publisher IDC
Published Jun 30, 2023
Length 7 Pages
SKU # IDC18029787

Description

IDC PeerScape: Best Practices to Personalize Digital CX in Hospitality and Travel


This IDC PeerScape examines several best practices for blending personalization into the digital customer experience."Hospitality and travel experiences are shifting to become digital first as guests expect and demand customized connected interactions with brands," says Dorothy Creamer, research manager, Hospitality and Travel Digital Transformation Strategies. "Digital CX must be personalized to maintain the higher level of service that hospitality guests are seeking. CX strategies will become increasingly dependent upon data management and visualization, artificial intelligence, robust systems integrations, and thoughtful interplay with workforce engagement and optimization tools. The combination of these systems and capabilities will drive effective, personalized digital experience strategies."

Please Note: Extended description available upon request.

Table of Contents

7 Pages
IDC PeerScape Figure
Executive Summary
Peer Insights
Practice 1: De-Risk Self-Service Issues with AI-Based Insight
Challenge
Example
Guidance
Practice 2: Make Employees Part of the Digital CX Process
Challenge
Example
Guidance
Practice 3: De-Silo Data to Ensure Personalization
Challenge
Example
Guidance

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