Report

  • The Rise of Relevance and Customer Intelligence

    Every time a traveler considers taking a trip, airlines, hotels and online travel agents (OTAs) have a
    tremendous opportunity to become a trusted partner and earn more business.

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  • The Psychology Of Customer Experience

    Our latest report looks at the impact behavioral science and psychology have on the customer experience to help travel brands better understand the minds of their customers.

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  • Change is in the Air

    Future success requires airlines and travel retailers to gain a deeper understanding of how customers feel about the end-to-end experience today – from the moment they start considering a trip to when they reach their destination – and what travelers expect and are most likely to willingly adopt in the future.

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  • Spotlight On Travel E-commerce

    In an age of increasingly plentiful customer information, the quest to create a truly individual and personal digital experience has become the gold standard for brands across industries. A digital retailer can now use cues taken from data around earlier brand interactions to identify the preferences of a customer [...]

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  • The Habits of Travel Bookers: What Travel Brands Can Learn From Behavioral Economics

    In the digital age of limitless choices, consumer decision making has become even more difficult. Behavioral economics, the study of how and why we make choices, can teach travel marketers new ways to understand travel bookers [...]

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  • Grounded by Untargeted Marketing

    This report — based on a survey of more than 500 travelers — looks at the state of travel marketing and provides vital information for marketing, e-commerce, and customer experience executives seeking to advance and contextualize customer communications and marketing efforts.

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  • The Data-Sharing Disconnect

    There’s a major trust issue brewing between brands and consumers that is damaging customer loyalty and negatively impacting retailers’ ability to sell products and services.

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  • The Habits of Travel Bookers

    The report examines: What are the reasons behind shopping cart abandonment in travel? What are the rising ecommerce trends in mobile and user experience? What are best practices and strategies for recovering revenue from cart abandoners?

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  • 5 Tips – Customer Acquisition

    Running an airline is a huge logistical operation; a constant conveyor belt of moving planes and passengers, transporting hundreds of thousands of people and their luggage across the world, every day. However, look at the industry [...]

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