The next-generation travel experience is highly curated, seamless and puts personalization power in the hands of the consumer

In a marketplace where physical and digital behaviors have converged, companies must transform to meet customer needs anytime, anywhere. The travel industry is shifting its approach to develop more holistic offerings in order to respond to travelers expectations through curated services, comfortable journeys and controlled experiences. 

PSFK researchers defined the three pillars underscoring this optimized travel experience for our latest report, the Travel Debrief:

CURATED 
Travelers are often overwhelmed by choice, not only when planning a trip, but throughout their journeys as well, with the added challenge of navigating an unfamiliar place. Companies are helping eliminate these complexities by delivering targeted recommendations, offering in-the-moment assistance and building an ecosystem of trusted partners, making the consumer’s path-to-purchase as streamlined as possible.

SEAMLESS 
Travelers don’t want to compromise. Regardless of the purpose of their trip, they don’t want the important aspects of their daily lives to be interrupted, particularly when they’re on the go. Brands are creating customer-focused experiences that are designed to fit around the needs of travelers rather than disrupting important routines and comfort zones, ensuring travelers can make the most of their time away.

EMPOWERED 
Digital-first behaviors have put consumers squarely in control. That same mentality carries over into the travel experience, where customers want the ability to tailor every aspect of their journey to their unique needs and access what they need in one click. Brands are leveraging mobile apps, IoT-enabled tech and even biometrics to ensure travelers feel empowered to take charge of their trip and are treated like VIPs.

These three themes put the consumer at the center of the experience, while catering to lifestyle trends like wellness and taking advantage of user-friendly technologies like mobile. As travelers become accustomed to more conveniences in their everyday lives, travel companies must redesign their services in order to keep pace with the on-demand economy. Clean sheets and pay-per-view cable are no longer going to cut it alone.


Lead Image: Drew Coffman | Unsplash

In a marketplace where physical and digital behaviors have converged, companies must transform to meet customer needs anytime, anywhere. The travel industry is shifting its approach to develop more holistic offerings in order to respond to travelers expectations through curated services, comfortable journeys and controlled experiences. 

PSFK researchers defined the three pillars underscoring this optimized travel experience for our latest report, the Travel Debrief:

CURATED  Travelers are often overwhelmed by choice, not only when planning a trip, but throughout their journeys as well, with the added challenge of navigating an unfamiliar place. Companies are helping eliminate these complexities by delivering targeted recommendations, offering in-the-moment assistance and building an ecosystem of trusted partners, making the consumer’s path-to-purchase as streamlined as possible.