Setting the stage for the new guest experience
While every industry has had to adapt to the fallout of COVID-19, it’s fair to say that travel and hospitality’s response to the pandemic has been one of the biggest stories of the past year. An industry built on high-touch, human service, brands were thrust into an environment where effective social distancing protocols and contactless experiences were key to its survival. As a result, traditionally in-person experiences like hotel and airline check-in became driven by contactless technology, and consumer demand for intelligent messaging tools that allowed them to communicate safely with staff skyrocketed, and in many cases, allowed businesses to keep their doors open.
Medallia Zingle commissioned a research study to more than 1,000 American consumers to see just how their behaviors and views towards travel have been altered by the COVID-19 pandemic, while also illuminating the challenges and opportunities that brands have in the months ahead.
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