![]() ![]() There are mixed signals around the current customer experienceĪs travel volumes are starting to return in many parts of the world, stories have begun to surface about problematic travel experiences. Indeed, wise investment in CX may be key to the industry’s survival, and flourishing, in a post-pandemic world. 3 Dago Diedrich, Nicholas Northcote, Tido Röder, and Karolina Sauer-Sidor, “Strategic resilience during the COVID-19 crisis,” March 2, 2021,. But companies that prioritize CX during a downturn stand to outperform their competition for years to come-as McKinsey research on the 2007–09 downturn has shown. Travel companies are still absorbing COVID-19’s financial impact, and investing in CX now may seem too great a burden for many of them.
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