Omni-Channel User Experience & Travel: All You Need To Know

In today's era, 

"with 70% of millennials opting to spend money on memorable experiences rather than tangible items, and 43% of business travelers expanding their trips to include time for leisure, the opportunity to win new, loyal customers is great."

With new opportunities popping up, customer needs more personalized experience to stay with you. This clearly requires that the consistent user experience is matched with sophisticated and seamless cross-device communication in the background, to ensure that the customer can pick right up where he left off on a previous device - that's Omni Channel User Experience! 

Defining Omni-Channel User Experience:

Omni-Channel User Experience is a multi-channel approach to marketing, selling, and customer service, thereby offering an integrated and seamless experience to the user irrespective of the medium chosen by him/her to reach you. 

What's to be done?

Travelers are using more channels than ever to search, compare, and book trips. So, making sure that hospitality and travel brands provide a superior and more precise personalized experience maximizing the potential of every consumer touchpoint, from the call center conversation to mobile, progressive web apps (PWA), social media, voice search, chatbots, augmented reality (AR) and virtual reality (VR) is crucial to winning loyalty from travelers. This brings in the dire need to focus on artificial intelligence(AI) to develop a platform that gives personalized travel recommendations.

Another section where Omni-Channel User Experience is a must is customer engagement post-booking. Virtual assistants, combined with live chat/chatbots, can navigate mobile or desktop website users directly to the information and resources they need and provides answers quickly and easily. Outbound notifications and alerts can inform via call, IVR, SMS, push notification or email to keep your travelers informed of changes.