全球旅遊與旅館業顧客體驗成長機會：2025-2026 年

Global CX Growth Opportunities in the Travel & Hospitality Industry 2025 to 2026

出版日期: 2025年10月06日 | 出版商:

Frost & Sullivan | 英文 20 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

客戶觀點

2024年，被壓抑的旅遊需求推動旅遊業支出回升至接近疫情前水準。由於需求增加以及需要彌補2020-2022年疫情限制措施造成的收入損失，航空和地面交通、住宿設施以及餐飲價格仍居高不下。消費者在度假和節日上的支出也比以往任何時候都多，預計收入將持續成長。高階旅遊興起，消費者將盡可能增加預算，以便在假期中體驗更多活動。

如今，客戶對無縫全通路體驗的需求比以往任何時候都更加迫切。消費者渴望獲得更個人化的旅行體驗。旅遊和飯店公司正加大對資料分析的投入，以實現客製化的行程安排、更貼心的飯店服務和更優質的機上體驗。人工智慧（AI）的應用進一步推動了個人化客戶體驗的自動化。以 AI 為基礎的聊天機器人和智慧虛擬助理（IVA）提升客服中心環境中的客戶體驗（CX），而分析技術則在改善精準行銷並提高轉換率。

受疫情影響，非接觸式技術在機場商店和餐廳變得越來越普遍，旅客可以使用智慧型手機進行支付和點餐。

除了客戶體驗之外，人工智慧和機器學習透過預測定價模式和流程自動化來幫助公司管理收入。

本研究的主要目標是了解旅遊和飯店產業客服中心環境的互動管道、應用和解決方案採用計劃，以及了解購買趨勢和影響產品選擇的因素。

該調查針對旅遊和飯店業客服中心決策者以及影響各個業務職能部門採購決策的人員，包括執行長、董事、所有者、高級和中階管理人員。

社群媒體已被全球旅遊和飯店業廣泛採用為一種溝通方式。
全球旅遊和飯店業計劃在未來兩年內升級到人工智慧語音和聊天客服。
最佳化營運效率和生產力，以及改善客戶體驗，是全球旅遊和飯店公司的首要任務。
提供無縫的全通路客戶體驗是全球客戶體驗的首要任務。
選擇客戶體驗解決方案供應商的全球關鍵決策因素

旅遊和飯店業致力於利用人工智慧來改善客戶體驗

世界各地的客戶都希望獲得高度個人化的服務，以感受到關懷。
生成式人工智慧技術將在全球帶來改進的關鍵領域
自助服務發展，但人工智慧還需要一些調整。
全球客服中心解決方案套件人工智慧投資趨勢

攜手合作，打造無縫的顧客體驗

在全球範圍內，全通路客戶體驗的交付遠未達到客戶的預期。

企業策略方向

旅遊和飯店業的關鍵策略問題（2025-2026年）

附錄

成長機會驅動Growth Pipeline Engine（TM）™
為什麼成長變得越來越困難
The Strategic Imperative 8（TM）

未來計劃

成長機會帶來的益處和影響
下一步
免責聲明

簡介目錄

Product Code: PG4M-76

Customer Perspectives

In 2024, pent-up demand for travel boosted spending in this industry to nearly pre-pandemic levels. With increasing demand and the need to recoup revenue lost during the 2020-2022 pandemic restrictions, prices for air and ground transportation, accommodations, and dining are high. Revenue growth is also expected due to increased spending by consumers on vacations/holidays compared to the past. Luxury travel is on the rise, and consumers are stretching their budgets to enjoy their holidays with more activities.

Customers want seamless, omnichannel journeys more than ever. Consumers want more personalized travel experiences. Travel and hospitality (T&H) companies are investing in data analytics to deliver customized itineraries, hospitality perks, and enhanced onboard flight experiences. The infusion of artificial intelligence (AI) further enables businesses to automate personalized customer journeys. AI-based chatbots and intelligent virtual assistants (IVAs) enhance customer experience (CX) in the contact center environment, while analytics improve targeted marketing and drive a higher close rate.

The pandemic made contactless technology more prominent in airport shops and dining establishments, allowing travelers to pay or order from a menu using their smartphones.

Beyond CX, AI and machine learning are helping businesses manage their revenue better with predictive pricing models and process automation.

The primary goals of this study are to determine implementation plans of interaction channels, applications, and solutions in the contact center environment in the T&H industry and to understand purchase trends. It also investigates the factors that influence product selection.

Decision-makers and purchase decision influencers of T&H contact centers were surveyed across business functions, including CXOs, managing directors, owners, senior management, middle management, and others.

Research Objectives and Methodology

An Integrated Approach Provides a 360-Degree Perspective
Research Objectives and Methodology of Customer Survey

Travel & Hospitality Growth Environment

State of T&H Industry, Global
Consumer Behavior that is Impacting T&H Industry Globally
T&H Technology Trends that are Boosting CX Globally
Key Findings from the 2025 Contact Center Decision-Maker Survey

Investment Priorities & Critical Decision-Making Factors

Social Media for Communication is a Popular Choice Among T&H Globally
T&H Globally Plan to Upgrade AI Voice and Chat Agents in the Next Two Years
Optimizing Operational Efficiency and Productivity, and Enhancing CX are Top Priorities for T&H Businesses Globally
Delivering Seamless Omnichannel CX is a Top CX Priority Globally
Top Global Critical Decision-Making Factors When Selecting a CX Solution Provider