According to new statistics from the TravelTech Show, 97% of industry professionals believe that technology can help tourism recover from Covid. Artificial intelligence, customer relationship management, online booking tools, self-service portals, and new payment methods were the top five responses in a poll of over 100 buyers and suppliers when asked 'what tech in particular?'
"With travel suffering huge challenges in the recruitment of skilled, high-quality resources, the role that online booking tools can play has never been more crucial," Brian Sheerin, managing director of TravelTech Show exhibitor SABS Travel Technologies, noted. While other industries would say that recruitment is a problem, travel was the first to be hit by the epidemic and the last to recover. Customers may be willing to put up with missing items on grocery shelves or long lines at the bar, but they will not put up with long "queues" when booking travel plans, and they demand the same level of service as before the pandemic."
"Allowing travelers to self-book through an OBT while also providing basic communication means, such as online chat," he continued, "is crucial to decreasing customer dissatisfaction and giving travel businesses the room to restructure, resource, and exceed customer expectations." Pre-pandemic, OBTs was already a big component of booking travel, and now they're even bigger in terms of rebuilding the industry and restoring customer trust.
The survey also highlighted the top five issues that travel tech is now experiencing, with economic uncertainty being at the top of the list (52 percent voted it top). The pressure to be more sustainable, which first appeared on the chart in 2020, has fallen to eighth place, while Covid-19 travel limitations have risen to second place.
Customer retention is still a problem for travel tech professionals, who were asked to name the major problems they face in the coming year. Finding fresh talent (42%) and optimizing the customer journey (41%) came in second and third, respectively.
The customer retention rate is 49%. Recruiting new employees – 42%. Improving the client experience – 41%
On the 29th and 30th of June, the TravelTech Show will return to its new home at ExCeL London, bringing together hundreds of senior travel and tourism technology experts and over 70 exhibitors for high-level networking and a premium conference agenda. The event will be held in conjunction with Business Travel Show Europe and The Meetings Show this year.