With the recent and rapid onset of change across the travel and leisure industry, as much as 96% of businesses have been forced to modify their go-to-market strategies. New challenges include managing customer expectations and health concerns around public spaces such as airports, theme parks, museums, hotels, restaurants, live event venues and movie theatres. In addition to working on contactless technology beyond point of sale, these businesses have also turned to many more robust forms of digital engagement to reach customers.
In the process of redefining the “new normal”, new buyer trends and behaviors continue to emerge. The demand for travel is growing once again, yet customers have been exploring new forms of travel to include wellness, small group, and family trips. With the broadening spectrum of consumer preferences and behaviors, it is more important than ever for travel and leisure businesses to leverage digital solutions to engage with customers.