target audience: TECH BUYER  Publication date: Jun 2023 - Document type: IDC PeerScape - Doc  Document number: # US47777622

IDC PeerScape: Best Practices to Personalize Digital CX in Hospitality and Travel

By:  Dorothy Creamer Loading


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This IDC PeerScape examines several best practices for blending personalization into the digital customer experience.

"Hospitality and travel experiences are shifting to become digital first as guests expect and demand customized connected interactions with brands," says Dorothy Creamer, research manager, Hospitality and Travel Digital Transformation Strategies. "Digital CX must be personalized to maintain the higher level of service that hospitality guests are seeking. CX strategies will become increasingly dependent upon data management and visualization, artificial intelligence, robust systems integrations, and thoughtful interplay with workforce engagement and optimization tools. The combination of these systems and capabilities will drive effective, personalized digital experience strategies."


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