Advanced Analytics In The Travel Industry

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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