Resilience, above all else, is proving to be key for these companies right now. There are many challenges the industry is facing in connecting with customers to improve business during the disruption. Even with these struggles, there are ways to earn trust and loyalty through exceptional customer experiences. Here are some tips on how to transform offline processes to digital, better understand your customers, and make communications proactive.
THE FOCUS FOR TRAVEL COMPANIES
Closed borders and mandated safety precautions has transformed everyone’s daily life and temporarily shuttered an industry designed to create memorable experiences. Tourism is the third biggest contributor in Malaysia in 2018, contributing 5.9 percent to the total GDP, according to Statista.
A crucial element for travel companies now is supporting customers worldwide who must rethink and redo their travel plans. Digital has been the fastest way during this emergency.
Consumers are proactively reaching out to call centres and across a variety of digital channels seeking support on how to manage trips. One way is through artificial intelligence. AI can be a critical path to create the right experiences for customers across their journey for assistance.
THE SEA OF CHANGE IN HOSPITALITY AND DINING
Restaurants are expected to pivot from a “dining out” business model to a focus on online orders by tweaking and streamlining their menus to offer food that travels well.
This story is from the July - August 2020 edition of Business Today Malaysia.
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This story is from the July - August 2020 edition of Business Today Malaysia.
Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 9,000+ magazines and newspapers.
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