Tag Archives: Zendesk

Travel is often a high-touch emotional experience, be it a holiday they have been saving up for months or a business trip with meetings and deadlines adding to the stress. Losing luggage or delays in travel can make the experience extremely unpleasant for travellers, which is why travel businesses that focus on delivering great customer experiences — both physical and digital — stand to gain big. A recent PwC study revealed that 73% of travellers say that customer experience is the most important factor in their spending decisions and they are willing to pay 16% more if the travel experience is “great”. And for many travellers in India, the journey begins online, making CX a pivotal aspect that can make or break businesses. For those keen on moving past the challenges the industry currently faces, delivering great customer experiences is key to success. Headwinds the travel industry in India faces The current macroeconomic conditions have given rise to many challenges impeding travel businesses from focusing on CX. The primary reasons for this are labour shortage, rising costs and digital transformation. In India, the travel industry had to lay off 21.5 million people between 2020 and 2022 to cope with the effects of the pandemic, making it hard to cater to the surge with the return of travel. In 2023, this translated to short-staffed businesses with tight budgets seeking ways to deliver memorable travel experiences, or risk revenue loss. Adopting the right technologies to ease the process is the logical next step. With the absence of a complete rip-and-replace approach across existing IT infrastructures, travel businesses are trying to figure out how to modernise their services while maintaining some level of …

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