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. 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 themselves are shedding ground to new market entrants, and so they in turn are finding it tough to build their brand at the e-commerce stage at which they operate. The long run lies in building a powerful travel brand, as a result of persons are prepared to pay …
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