WNS-HFS Travel and Hospitality Report
Core modernization and digitalization is table stakes, while Gen AI opportunities and risks loom on the horizon.
Travel and hospitality firms are leaning into partnerships for domain expertise and consulting prowess, especially when it comes to important initiatives like CX and sustainability.
Travel and hospitality firms are currently tilted toward cost containment but expected to lean more toward innovation soon.
Travel and hospitality firms are investing across three key areas of enterprise transformation, moving toward ecosystems in the future.
A shift in customer needs and expectations toward personalization and seamless experiences is driving digital maturity, changes in operating models and developing rapid product and service innovation.
Core modernization and digitalization is table stakes, while Gen AI opportunities and risks loom on the horizon.
Travel and hospitality firms are leaning into partnerships for domain expertise and consulting prowess, especially when it comes to important initiatives like CX and sustainability.
Travel and hospitality firms are currently tilted toward cost containment but expected to lean more toward innovation soon.
Travel and hospitality firms are investing across three key areas of enterprise transformation, moving toward ecosystems in the future.
A shift in customer needs and expectations toward personalization and seamless experiences is driving digital maturity, changes in operating models and developing rapid product and service innovation.
Core modernization and digitalization is table stakes, while Gen AI opportunities and risks loom on the horizon.
Travel and hospitality firms are leaning into partnerships for domain expertise and consulting prowess, especially when it comes to important initiatives like CX and sustainability.
see breaking out of functional silos as a must for a customer-centric model
of travel and hospitality firms are yet to attain full digital maturity
see changing customer expectations as their biggest challenge
want to be focusing on ecosystem development in the next two years
rank domain expertise as critical for service provider partners
see breaking out of functional silos as a must for a customer-centric model
of travel and hospitality firms are yet to attain full digital maturity
see changing customer expectations as their biggest challenge
want to be focusing on ecosystem development in the next two years
rank domain expertise as critical for service provider partners
see breaking out of functional silos as a must for a customer-centric model
Innovation may be taking off, but there are still big decisions ahead. Where to
invest, and when? How to maintain a competitive edge while keeping costs in check?
What to buy and what to build?
Through our research, we have identified seven key areas that will change the game for travel and
hospitality. There is a sustainable, customer-centric future on the horizon – but only for those who
actively invest in functional, enterprise and ecosystem modernization. And we are here to share how.
Changing customer expectations and digital disruption demand rapid product and service innovation. You will need to invest in new business models to keep pace.
With most firms yet to reach digital maturity, there’s work to be done to achieve maximum potential – particularly across the corporate functions of sales and marketing, procurement and HR.
Guest Relations are relatively mature, yet still receive high investment. Should you be reconsidering your spend strategy?
As you aim to balance cost containment activities with innovation initiatives, the next two years will be critical – with focus moving away from functional transformation to an ecosystem-driven model.
Partner, buy or build? For most firms, the deep domain and consulting expertise of a proven partner is helping them reach digital maturity goals.
Evolving customer expectations are driving a shift in go-to-market strategies. And seamless experiences will soon demand the deconstruction of your functional silos.
While much of the motivation to go green remains compliance-driven, firms are increasingly turning to strategic partners to achieve ESG goals.
Explore some of the report’s key themes from other experts.
