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Travel Companies Leverage AI and Analytics to Reimagine Customer Experiences

  • Advances in AI and machine learning allow travel companies to reimagine customer interactions, products, services, and operations. Customer expectations are rising amid increased digital engagement.

  • Companies can use data and analytics to deeply understand customers and provide hyper-personalized experiences, especially during service disruptions.

  • New technologies like generative AI help companies surprise and delight customers through enhanced, tailored products and digital tools that remove friction.

  • Workforce tools like simulation, virtual reality training, and AI coaching empower employees to deliver on brand promises and focus on human connections.

  • Strong growth is forecasted for travel, but companies must leverage technology to capture their share, whether by building, buying, or partnering for new capabilities.

mckinsey.com
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