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Travel, Tourism & Hospitality

Improving Customer Engagement one Interaction at a Time

The Challenge

In the competitive Travel, Tourism & Hospitality industry, information-based insight into every process, decision and action is critical for gaining competitive advantage. We expertly handle customer operations in multiple across multiple channels of communication. Those operations include customer service, technical support, sales, digital marketing, content management, reservations, ticketing, loyalty programs, holiday packages, web and mobile support, social media support, back office support.

Focusing on the Customer Experience

The Travel and Transportation industry is experiencing major shifts with the growth of data enabled devices. Customers are becoming increasingly demanding and expect consistent and integrated service regardless of channel.

With all of these factors at play, you must focus more than ever on customer experience and value add services as differentiators. This can prove challenging due to the multiple channels available and different behaviors in customer segments. Listening to your customers and understanding their preferences is one of the best ways to grow your business, yet such insights can sometimes be difficult to capture in real time in a geographically and organizationally dispersed process.

Your services need to be designed with an understanding of the lifetime value of your customers and the ability to segment and apply appropriate service levels to them. This helps you optimize the cost to serve and generate revenue directly through customer service, with up-sell and cross sell critical in driving margins.

Potential Types of Engagement

  • Reservations & Ticketing
  • Group Bookings
  • Web Support
  • Loyalty Programs
  • Back-Office Transaction Management


Beat the Competition

Concentrix helps you improve customer loyalty and revenue despite the challenges of shifting platforms and increasing globalization. We do this by gathering data to understand your customers’ needs through our superior technology and by closely monitoring social media channels. Once we’ve gathered the data, we develop long-term strategies to improve retention and cross-selling capabilities. Backed by our excellent data analysis and our international footprint, you can nimbly outmaneuver your competition.

Ready for a lasting Digital Partnership?