Advanced Analytics In The Travel Industry

Difficulty Personalizing Digital Interactions Leads To Challenges With Loyalty, Growth, And Innovation Impact From Limitations To Current Personalization Approach HOTELS AIRLINE Diminished marketing ROI Decreased customer loyalty 50% 62% Inability to scale Increased indirect-channel booking mix 47% 50% Increased indirect-channel booking mix Inability to scale 46% 45% Decreased customer loyalty Diminished marketing ROI 43% 37% Inability to accurately measure new business ideas/initiatives Inability to test new business ideas 40% 35% Inability to test new business ideas Inability to accurately measure new business ideas/initiatives 35% 34% 13 12 © FORRESTER RESEARCH, INC. ALL RIGHTS RESERVED. Base: 113 airline and 115 hotel leaders at organizations in North America, Europe, LATAM, and APAC involved with setting and/or executing their organization’s customer marketing, engagement, loyalty, pricing, or experience strategy Source: A commissioned study conducted by Forrester Consulting on behalf of Mastercard, March 2024

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