WNS and HFS explore the future of travel and hospitality – looking at how to contain costs while embracing the tech innovation you’ll need to succeed.
WNS and HFS explore the future of travel and hospitality – looking at how to contain costs while embracing the tech innovation you’ll need to succeed.
0%+
Of enterprises are focusing more on innovation vs cost
0%
Need to move beyond the functional transformation phase
0%
See digital disruption as a major challenge
plane

Key Insights to Thrive
in the New Travel Landscape

The Industry at a Glance

73 %

of travel and hospitality firms are yet to attain full digital maturity

36 %

see changing customer expectations as their biggest challenge

65 %

want to be focusing on ecosystem development in the next two years

41 %

rank domain expertise as critical for service provider partners

33 %

see breaking out of functional silos as a must for a customer-centric model

Last Call for the Future
of Travel

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.

Innovate to Survive

Changing customer expectations and digital disruption demand rapid product and service innovation. You will need to invest in new business models to keep pace.

Innovate-to-Survive

Modernization is a Must for the Majority

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.

Modernization

Customer Experience Top Priorities

Guest Relations are relatively mature, yet still receive high investment. Should you be reconsidering your spend strategy?

Customer-Experience

Striking the Right Balance

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.

Striking-Right-Balance

Power in Partnership

Partner, buy or build? For most firms, the deep domain and consulting expertise of a proven partner is helping them reach digital maturity goals.

power-partnership

From Functional Silos to Frictionless Experiences

Evolving customer expectations are driving a shift in go-to-market strategies. And seamless experiences will soon demand the deconstruction of your functional silos.

Frictionless-Experiences

Sustainability Takes Flight

While much of the motivation to go green remains compliance-driven, firms are increasingly turning to strategic partners to achieve ESG goals.

Sustainability-Takes-Flight

Expert Perspectives

Explore some of the report’s key themes from other experts.

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