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Research report

Insights for the New World of Travel: From human touch to human tech

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

Human-to-human contact
Being available 24/7
Communicating in friendly manner
Having a single point of contact
Long standing relationship
Being contactable on the phone
Alternative channels (whatsapp, Facebook)
Checking that all is well during the trip

TRAVELERS

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

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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Insights for the New World of Travel: From human touch to human tech

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

Different priorities for travel sellers and their customers?

TRAVEL AGENT

Travelers most value ...

TRAVELERS

I most value ...

The future rests on a hybrid approach

From human touch to human tech

There is a problem

Insights for the New World of Travel: From human touch to human tech

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

Different priorities for travel sellers and their customers?

T​RAVEL AGENT

Travelers most value ...

T​RAVELERS

I most value ...

The future rests on a hybrid approach

From human touch to human tech

There is a problem

TRAVEL AGENT

TRAVELERS