Travel sites are at the cutting edge of personalization, which requires a deep understanding of customer experience on a macro and micro level. Travel companies face complex CX challenges:

How to identify website and mobile app Achilles’ Heels?

In such a competitive market, usability and engagement are true differentiators. How can we measure user engagement beyond time on page and conversions? Can we see exactly where they’re getting stuck and abandoning?

How to pinpoint distractions causing abandonment on orders?

Is the promotion banner in the site template causing visitors to become distracted before placing an order? How can we present tax information in an optimal way so that travelers aren't deterred from making a purchase?

How to encourage loyalty on both our website and app?

Can we drill down into individual user sessions to see exactly how travelers are using our website or app? How can we optimize our digital conversations and improve customer experience to encourage loyalty?

How to turn data from our existing marketing solutions into meaningful data?

Travel sites are constantly changing. How can we fully understand the meaning behind the data we're getting from our analytics, Voice of Customer, and A/B testing solutions?

Our Customers

From international luxury to local comforts, IHG (InterContinental Hotels Group) is home to the world's most prestigious and well-known hotel brands, including Intercontinental, Holiday Inn, Crowne Plaza, Candlewood Suites and more. With over 4,900 hotels and 674,000 rooms around the world, IHG knows hospitality.

Trainline logo

Trainline is the dominant player in the online rail market in the UK, selling more than £1 billion in tickets annually to over 15 million unique visitors per month -- a substantial proportion of the UK population.


Trainline website
We use Clicktale to define and prioritize areas of customer experience improvements as well as opportunities to increase revenues…It’s about finding the right session replays to show to the right business owners to drive action, and take opinions and hunches out of the equation." Stuart IrvineDigital Manager, Heathrow
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