Oliver Wyman works with the world’s leading travel and leisure firms, including resort, airlines, passenger rail and bus operators, theme parks, cruise operators, gaming and lottery firms, tour operators and travel companies, airports, rail stations, and concessionaires, as well as non-public equity corporations. That’s why new players are gaining ground at the expense of traditional travel firms that still send emails with vouchers and a customer service number to call if there’s a problem. Not only that, the digital experience supplied by traditional travel firms ends once you arrive on holiday.
Traditional travel firms are inclined to give attention to person experience while booking, but the customer journey extends far beyond that. The digital customer journey needs to include the whole travel experience. Firms that have achieved success in the travel and leisure trade lately are nearly all driven by e-commerce.
Traditional travel firms that have made a name for …read more >