Travel & Hospitality
Travel, hospitality and leisure companies—seeking growth at home and abroad—look to respond to the challenges of an increasingly multi-channel environment, where options are many and customer loyalty is at a premium. As companies grow, managing a talent pool that ensures superior customer engagement and personalized experience remains a key focus area. Travel and tourism industry is expected to add more than 70M jobs over the next decade, with two-thirds of those jobs to be created in Asia.1With this growing global demand and geographic expansion comes the ever-increasing demand for more talent. CEOs will likely be challenged in finding, training, developing, and retaining talent. Given the sophistication of international travelers, successful hospitality employees will need to understand how to cater to customers of different cultures. Training and retention of talent will likely require a significant investment from hospitality companies, but is important to success. Hospitality companies should consider building enduring customer loyalty and delivering a differentiated brand experience during this phase of gradual economic recovery. While many companies appreciate the importance of loyalty programs, only a few have managed to derive significant returns, indicating the need to reengineer loyalty programs.