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Travel and hospitality

We support the customer journey, digitally and literally

Online reviews and reputation management, environmental concerns, personalization, loyalty, translation and localization, crisis and emergency response, and seasonal spikes are just some of the challenges that those in the travel and hospitality industry are facing. Our EPIC™ Social Sare solution increases access and speed to response while improving the CX; our Cognitive Contact Center solution ensures you always hear the voice of the customer.

The travel and hospitality segment is also becoming one of the fastest consumers of our solutions. Here’s why:

  • Increasing customers’ wallet-share from stiff competition
  • Surge analytics based on customer demands and seasonality
  • Less loyalty from customers who can choose from a variety of options
  • Greater focus on customer lifetime value

When your customers demand answers

We help you deliver.

Business problems

Solutions

Business problems

Design a digital CX and journey that is human

Business problems

Customer acquistion & lead generation

Solutions

Business problems

Brand awareness

Business problems

Brand reputation

Business problems

Solutions

Business problems

Reservations & sales

Solutions

Business problems

Cross-Sell & up-selling products

Solutions

Business problems

Loyalty program enrollment

Solutions

Business problems

Solutions

Business problems

Expense billing & invoicing

Solutions

Business problems

Folios generation & dispatch

Business problems

Solutions

Business problems

Reservation cancellation & retention

Solutions

Business problems

Refunds & reimbursements

Solutions

  • Retention professionals
  • Back office optimization

Business problems

Finance & accounting

Business problems

Solutions

Business problems

Loyalty program member Retention

Business problems

Online reputation & reviews management

Business problems

CSAT & NPS® surveys

Business problems

Voice of guest & feedback

Our expertise

In the travel industry, the journey to building loyalty involves more than a rewards program—it starts with the need to balance increasing demand for personalization and online support channels. Today’s travel and hospitality companies heavily rely on technology for online reservations as well as reviews and recommendations. Our areas of expertise include:

Hospitality

Improve member loyalty using predictive analytics.

Transportation

Offer on-the-go mobile customer experiences.

Entertainment

Provide voice of the customer and local insights.

Travel Agencies

Deliver and optimize the self-service experience.

image of people boarding an intercity bus with luggage

Driving sales conversion spike, enhanced CSAT for travel and transit leader

For this transportation leader, HGS took on back office issue resolution with an autobot and workflow reengineering to reallocate files. The automation efficiencies reduced complaint resolution turnaround time and exceeded the client’s goal by 30%. We also introduced our successful HGS Social capabilities.

Related resources

Book a strategy consultation

To learn more about how HGS Digital’s innovative CX strategies can enhance your travel or hospitality business, please complete the fields below.