In an industry that is constantly changing, it is crucial to stay on top of the industry’s latest movements. But, with so much talk about what’s likely to rock the TTH industry next, it can be difficult to determine what to prioritise. So, in true #TeamTrigg fashion, we’ve done all the digging to find the 3 most impactful trends to watch out for over the next 6-12 months.
Trend 1 – Hyper-Personalization
“Hyper-personalisation” is a term used to describe the use of artificial intelligence (AI) and real-time data to deliver more relevant content, products, services and information to individual customers. This level of personalisation is often correlated with improved engagement and customer satisfaction.
The benefits of hyper-personalisation can start from the moment a customer steps foot into the airport. At Miami International Airport, more than 500 sensors positioned throughout the airport’s grounds track customers as they move around, using their location and the airport’s own mobile application to send them personalised real-time flight updates, weather information, and information to help them travel through the airport as fast as possible. It also sends them tailored offers from stores and cafes as they walk past them. If you happen to be leaving the airport in Miami to stay at The Nobu Hotel Miami Beach, a Beverage Butler may well be sent up to your room with a nightcap. If they are, it’s probably because data collected during your previous stays at Nobu hotels has suggested that you’d probably prefer a drink in your suite, rather than the bar.
Trend 2 – Automation
Although not a new trend in TTH, automation is becoming almost a necessity in the travel industry. A serious decline in the number of employees entering the industry during the COVID-19 pandemic has led to a skills shortage, rendering automation the only option for many organisations. A McKinsey survey showed that the pandemic had caused companies to accelerate the digitisation of their customer and supply-chain interactions by as much as three to four years.
An example of automation in action? Well, 5-10 years ago you probably queued up to check-in for your flight with a real person, right? Today, you’re far more likely to check in, print off your luggage tags and boarding passes, drop off your bags, board your plane and even move through border control without speaking to a single human being.
Trend 3 – Sustainability
As is the case for the majority of industries today, organisations in the TTH industry are under increasing pressure to prove that they are operating in a sustainable way. Today, travellers expect companies to offer sustainable travel and accommodation and they’re actively seeking those that do. How do we know? Well, searches for “sustainable travel” have increased by a whopping 115% over the last 5 years. The latest features from Google also reflect this trend: Google Flights can now tell passengers the exact carbon emissions associated with their flight, Google Maps can now be used to search for the most eco-friendly route, and Google Hotels now offers a search option for eco-certified hotels.
So, who’s doing it and how?
Removing single-use plastic is one relatively simple way that many accommodation providers are minimising their environmental impact. As of 2023, all hotels in the state of California will be banned from providing single-use toiletries in plastic bottles to their guests. Marriott International has also made a pledge to remove these types of plastics from all of their 7,642 hotels – a mission that is still ongoing.
But the burden should not fall only on the TTH providers, but also on companies that use or signpost to their services. If your employees regularly travel as part of their role, it may be time to start considering the impact of this travel on the environment. The market for carbon accounting software is expected to rise significantly, with Salesforce having launched its platform, Net Zero Cloud, back in 2019.
Looking for help ensuring your organisation stays on top of the latest trends in your industry? Our dedicated TTH team has years of experience supporting businesses just like yours through digitisation, automation and CRM. Get in touch today for a free consultation, no strings attached.
Additional Sources:
https://explodingtopics.com/blog/travel-industry-trends
https://www.dataart.com/en/blog/renaissance-in-travel-transportation-and-hospitality-in-2022
https://isg-one.com/research/articles/full-article/2022-trends-for-travel-transportation-hospitality
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