Sitel Group® supports 35+ leading travel and hospitality organizations worldwide, serving transportation, accommodation, food and beverage and entertainment. Whether local or global, tourism-related organizations work with Sitel Group because of the quality of our customer experience (CX) service delivery, our industry-guided approach to technology and innovation and our understanding and application of consumer insights.
Customer Experience Services for the Travel and Hospitality Industry
Loyalty, Reputation and the Digital Opportunity in Travel and Hospitality
The Customer Journey 
Understanding Customer Needs 
The Digital CX Opportunity 
Loyalty and Reputation Your Challenge
Connecting all the pieces of the customer experience requires a deep understanding of the end-to-end customer journey. Social media plays a fundamental role in bringing these pieces together with 1 in 4 foreign trips being influenced by social sharing. In fact, 76% of travelers share pictures and reviews every step of the way in their journey.
With 82% of hotel bookings being done with no human interaction, brands must innovate to streamline the reservation process and empower customers through automation and self-service solutions. Digital transformation and the ongoing mobile revolution allow customers to book in the moment wherever they are, 65% of mobile hotel bookings occur just 24 hours before check-in.
How We Can Help
- Proprietary research from Sitel Group® keeps you one step ahead of customer expectations
- Deep industry understanding enables us to develop unique playbooks, ensuring our solutions deliver for your brand from day one
- Data-driven CX roadmaps from the journey to the destination deliver measurable results thanks to our skills and leadership in consumer analytics
Your Challenge
The travel and hospitality customer profile is as diverse as it is dynamic, with individuals often representing a group. Understanding the connected customer experience is critical to establishing rapport and building a connection with the customer. Indeed, 43% of travel and hospitality consumers rate CX as their most important purchase decision factor.
It is essential that your brand understands changing customer expectations to meet customer needs. Gathering customer data throughout 100% of customer interactions across all omnichannel conversations provides you with the data you need to understand your customers and act accordingly to drive customer satisfaction and loyalty.
How We Can Help
- Analytics including Voice of the Customer (VOC) programs identify consumer groups and their preferences
- Experienced in devising strategic omnichannel CX management approaches that drive customer satisfaction, while reducing operational costs
- Ability to monitor 100% of interactions across 20+ languages to deliver more comprehensive insights
Your Challenge
Technological adoption has been lagging in travel and hospitality when compared to other industries. In an industry where 35% of consumers prefer to resolve issues themselves, this digital transformation gap creates the opportunity for brands to race ahead of their competitors in the eyes of the consumer through the adoption of digital solutions.
Immersive technologies like virtual (VR), augmented (AR) and mixed realities (MR) create positive, immersive experiences for travel and hospitality brands. Speech analytics provides agents with actionable real-time information identifying customer sentiment and recommending the next-best action, driving customer satisfaction, lowering average handle time (AHT) and increasing first-time resolution.
How We Can Help
- Technology agnostic, Sitel Group identifies and develops solutions tailored to your unique needs
- Leaders in artificial intelligence (AI), analytics and automation, Sitel Group takes a digital-first approach to CX design
- Experienced in devising digital-first omnichannel CX management approaches that drive customer satisfaction and reduce operational costs
Your Challenge
Travel and hospitality is a highly connected industry relying on multiple players to create the overall experience. Incidents along the way may have a negative impact; for example, a bad experience on a flight may hinder what could otherwise be a positive hotel stay.
Understanding what your customers value is essential to enable you to build experiences that create the opportunity for customer loyalty to flourish. Sitel Group® research shows that millennials and Gen Z consider 24/7 service to be an important element driving loyalty while baby boomers and Gen X favor loyalty programs.
With 43% of travelers reading reviews by other travelers before booking, brands must defend their reputation in a competitive marketplace.
How We Can Help
- Experienced in devising strategic omnichannel CX management approaches that drive customer satisfaction, while reducing operational costs
- Ability to monitor 100% of interactions across 20+ languages to deliver more comprehensive insights
- Deep industry expertise ensures we understand and prioritize the experiences that drive customer loyalty and satisfaction, safeguarding your reputation
Service has always been the heart of the travel and hospitality industry. The success or failure of industry-related businesses and destinations depends on the level and quality of the customer experience. Our research shows that 83% of travel and hospitality consumers place CX within their top three most important purchase decision factors. However, customer experiences vary considerably, making it essential to measure every interaction and seek to understand what motivates people and groups along the customer journey.
To find out how a positive CX builds long-term customer relationships, including 6 Steps to CX Success, download the best practice guide Delivering Best-in-Class Customer Experience in Travel and Hospitality.
Your Partner for Best-in-Class Travel and Hospitality Customer Experience
Travel and Hospitality Brands Supported
Agents Supporting Travel and Hospitality Customers
Travel and Hospitality Customers
