Traditionally, customer engagement has been viewed as an expensive, necessary evil across all sectors. The introduction of digital engagement (messaging channels and chatbots) was initially viewed as a cost reduction exercise to this expensive problem.
A traveller’s customer journey is not just becoming increasingly online/mobile, but also increasingly fragmented with multiple vendors competing at every stage in the customer journey, not just for immediate revenue, but data and ultimately customer loyalty.
– Will increasing digital touchpoints become desirable?
– Could digital engagement be the answer for travel brands?
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