Third-Party Solutions Can Fill Critical Gaps In Analytics Capabilities Airlines and hotels need partners with robust, fast, and accurate analytics to power cross-channel personalization and seamless experiences that drive customer loyalty. Additionally, finding a provider that can meet multiple needs and rapidly test new business ideas is ideal. NORTH AMERICA (N=67) LATIN AMERICA (N=52) EUROPE (N=54) APAC (N=55) Third-Party Solutions Provider Evaluation Criteria 90% Speed and accuracy of analytics 82% Loyalty expertise in the travel/hospitality industry 79% Single vendor that can support multiple solutions 78% Prescriptive analytics 75% Forecasting/predictive analytics 75% Access to additional data sources 67% Ability to manage CRM offers and messaging Cross-channel digital personalization for customers, identified and nonidentified 87% 92% Cross-channel digital personalization for customers, identified and nonidentified 83% Speed and accuracy of analytics 77% Loyalty expertise in the travel/hospitality industry 75% Support for offering ancillary products or services 71% Single vendor that can support multiple solutions 73% Access to additional data sources 69% Data expertise Prescriptive analytics 85% 91% Speed and accuracy of analytics 81% Loyalty expertise in the travel/hospitality industry 78% Support for offering ancillary products or services 72% Cross-channel digital personalization for customers, identified and nonidentified 67% Prescriptive analytics 69% Single vendor that can support multiple solutions 65% Access to additional data sources Data expertise 85% 89% Cross-channel digital personalization for customers, identified and nonidentified 84% Loyalty expertise in the travel/hospitality industry 80% Data expertise 78% Support for offering ancillary products or services 73% Prescriptive analytics 76% Ability to rapidly test new business ideas 71% Forecasting/predictive analytics Speed and accuracy of analytics 85% 15 © FORRESTER RESEARCH, INC. ALL RIGHTS RESERVED. 14 Base: 228 airline and hotel leaders at organizations in North America, Europe, LATAM, and APAC involved with their organization’s customer marketing, engagement, loyalty, pricing, or experience strategy Note: Showing top eight responses per region; Showing “Important” and “Critical” responses. Source: A commissioned study conducted by Forrester Consulting on behalf of Mastercard, April 2024
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