Skift Take

In this recent webinar, Amperity, Amadeus and Microsoft explored how travel brands can use customer data from all sources — not just rewards or loyalty — to differentiate, retain, and energize their customer base through positive, immersive digital experiences.

A recent Skift webinar, “How Travel Brands Can Leverage Data to Fuel a Next-Gen Customer Experience”, presented in partnership with Amperity, highlighted the importance of building a digital customer experience through a comprehensive traveler data platform.

In this video:

  • Customers are expecting more personalized experiences. As a result of booming digital trends like contactless technologies and self-service mobile applications, traveler interactions are happening less often in person than in the past. At the same time, their expectations are higher than ever before, which means that brands must seriously upgrade their digital customer experience.
  • Loyalty programs are only one piece of the puzzle. The reality is that a majority of traveler interactions are happening outside of loyalty and membership programs. That requires a major rethink of how organizations define a customer profile — comprehensive of all guests, regardless of loyalty status.
  • Data integration can provide a holistic view of each traveler. Travel companies have the opportunity to stitch together traveler data for a complete, end-to-end view across segments, from pre-trip planning through transportation, stays, and in-trip experiences.

As travel volumes are returning in many parts of the world, delivering a truly digital customer experience is emerging as the number one challenge of the recovery. With customer expectations fundamentally changed and higher than ever before, a shift towards investing in customer data has become an immediate necessity.

In this moment, travel brands are on the brink of either capturing customer loyalty or losing it. Those that prioritize customer experience can gain loyalty, build resilience, and future-proof their businesses.

In this recent webinar, Amperity, Amadeus and Microsoft explored how travel brands can use customer data from all sources — not just rewards or loyalty — to differentiate, retain, and energize their customer base through positive, immersive digital experiences.

This content was created collaboratively by Amperity and Skift’s branded content studio, SkiftX.

Tags: amadeus, amperity, customer data, data, digital transformation, loyalty programs, microsoft, personalization

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