The Right Solution Can Yield Transformational Benefits Creating positive experiences and turning travelers into loyal advocates drive revenue. Key ingredients of success are personalization, analytics, and testing new ideas. Tapping a partner with data expertise and flexible solutions can help travel companies overcome challenges and drive growth. NORTH AMERICA (N=59 TO 66) LATIN AMERICA (N=47 TO 51) EUROPE (N=46 TO 52) APAC (N=49 TO 52) Expected Improvement From Partnering With A ThirdParty Solutions Provider 67% Improve customer acquisition 63% Improve personalization 58% Improve loyalty program 56% Adopt/improve AI capabilities 53% Optimize revenue management and pricing strategies 55% Improve customer experience 53% Improve customer relationship management/retention Identify new revenue streams 65% 74% Identify new revenue streams 59% Improve customer acquisition 57% Adopt/improve AI capabilities 57% Optimize revenue management and pricing strategies 53% Improve loyalty program 55% Improve customer experience 45% Expand into new markets Improve personalization 71% 75% Identify new revenue streams 69% Improve loyalty program 63% Improve personalization 61% Adopt/improve AI capabilities 54% Improve customer experience 56% Optimize revenue management and pricing strategies 52% Expand into new markets Improve customer acquisition 73% 74% Adopt/improve AI capabilities 65% Identify new revenue streams 63% Improve customer acquisition 60% Improve customer relationship management/retention 57% Expand into new markets 57% Improve customer experience 56% Improve loyalty program Improve personalization 67% 17 © FORRESTER RESEARCH, INC. ALL RIGHTS RESERVED. 16 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 “Large improvement” and “Transformational improvement” responses. Source: A commissioned study conducted by Forrester Consulting on behalf of Mastercard, April 2024
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