August 08, 2024

Unfiltered Stories | Pivoting Toward the New Frontier in Travel & Hospitality

28 minutes

In edition of Unfiltered Stories, Melissa O'Brien, Executive Research Leader at HFS Research is in conversation with Xabier Zabala, COO at HBX Group and Jitender Mohan, EVP & Business Unit Head – Travel & Hospitality at WNS about the challenges and future of the travel and hospitality industry.

Key discussion point includes:

The impact of changing customer expectations, particularly the expectation for personalization and wellness on the travel and hospitality industries

The adoption and opportunities for emerging technology in the travel and hospitality industries

Travel and hospitality companies are pivoting their strategies and developing an ecosystem to meet customer expectations. Customer expectations will only continue increasing and changing. And the continuous innovation in this area is going to be necessary to exceed these ever increasing customer expectations.

The opportunities for emerging tech, particularly GenAI are tremendous, particularly to impact understanding the customer and improving the experience. But it is important to experiment in a very controlled and secure implementation to avoid the risks as we learn new tech.

Travel and Hospitality companies must build an ecosystem to discover and deliver new sources of value.

Read the associated Market Impact Report titled "Pivoting Toward the New Frontier in Travel & Hospitality" here: https://www.hfsresearch.com/research/pivoting-toward-the-new-frontier-in-travel-hospitality/

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