CX is a key differentiator across many industries, but for travel and hospitality – it sits at the heart. Customers are likely to spend 140% more after a positive experience than customers who report negative experiences. Sadly, the pandemic had a disastrous impact on many businesses. Many were forced to rapidly to innovate for survival. After much uncertainty and change, businesses are now challenged with rebuilding their CX reputation and customer loyalty and trust they once held. 

As 2022 sees travel and hospitality on a steady path to recovery, customer retention and the ability to outshine competitors is paramount. A recent McKinsey survey found that consumers are 2x more twice as likely to try new brands and experiences as a result of COVID-19. So why are brands still leaving customers feeling underwhelmed? Operational capacity remains strained, staffing challenges are widespread, airline complaints are up, rental cars are hard to come by, and hotel amenities and services remain substantially pared down. Customers might be willing to accept this for the sake of health and safety, however with loyalty up for grabs, the providers who bring delight and excitement back to the travel and hospitality sector will thrive.

Join Liveperson and your industry thought leaders for a peer discussion on how to better delight customers through leveraging and humanising self-service and contactless digital experiences that retain and capture new customers. 

Discussion topics:

• Engaging customers with omnichannel 2-way personalised communication 
• Improving operational efficiency with automation and AI to allow staff to focus on valuable CX interactions
• Enhancing CX by proactively engaging customers throughout the lifecycle with your brand
• Future-proofing CX to handle sudden and large fluctuations in contact centre demand 

Speaker: 

Kevin Wordon, Director of Strategy, APAC LivePerson Kevin has held several high-profile leadership roles in strategy, consulting, marketing, digital, IT and customer experience across world renowned organisations including Adobe, Retail Food Group, Flight Centre Travel Group, City Beach, Scentre Group and Macquarie Leisure. Kevin has delivered strategic consulting for well-known brands including Optus, Vodafone, AFL, News Corp, USG Boral, O’Brien Glass, TAFE QLD, Supercars, Australian Super, Trade Me, Blackmores and Mission Australia.