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This PSFK guide is a travel CX report that highlights the new customer experiences emerging across the entire travel journey
With travel once again nearing its pre-pandemic peaks, both customers and companies face a very different landscape – lingering economic uncertainty, increased safety concerns and an ever changing set of rules and restrictions to navigate. To meet the needs of the re-emerging traveler, companies are offering a new set of digital tools to remove common points of friction throughout their journey and help customers feel more connected and in control along the way.
This report on innovating customer experience in travel provides:
Who Prepared This Report?
This travel CX report was developed by the same PSFK research department that since 2004 has provided trends-led innovation consulting advice to Apple, BMW, Facebook/Meta, Google, Microsoft, Samsung and Volkswagen.
Offering subscription services that allow consumers to rent clothing, not only for formal occasions but for everyday, giving them a commitment-free alternative to buying and allowing them to easily adapt wardrobes to their changing needs.Biometric Gateways
Retailers are building personalized, secure moments into the customer experience that are unlocked by biomarkers or other unique customer identifieers.Frictionless Checkpoints
On-the-go and time-strapped consumers don’t want the inconvenience of waiting in long lines to pay for items, check in or pull out tickets, credit cards and more. Advanced image recognition and mobile responsive technologies are removing the friction from these moments, seamlessly logging in customers as they enter a space and logging them out as they leave. With payment information on file, these systems can also automatically charge people for any items they may have...
Travel app Hopper expands its PriceFreeze payment solution to hotels, allowing travelers to put down a deposit and lock in booking deals for up to 60 days.United Airlines Launches QR-code Powered Virtual ‘Agent on Demand’ Services
A QR-code powered virtual “Agent on Demand” service is being rolled out by United Airlines to provide their passengers with contactless help and in-the-moment service at select airports.Star Alliance, NEC, and SITA Pave Way For Touchless Journeys With Biometric ID
To provide its frequent flyer loyalty customers with a faster, more seamless travel experience, Star Alliance is rolling out a new biometric identity platform across participating airlines and airports in partnership with SITA and NEC to remove friction points from the customer journey.