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:
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?
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?
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?
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?
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 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.