The coronavirus pandemic has hastened the impact and reach of digitalization of travel related interactions and transactions by leaps and bounds. Travelers have inched closer to technology, have become more tech-savvy and demanding. According to research, 57% of them want a single website/app for all their planning, booking, and travel needs. With increased reliance on technology, the human touch points between travel companies and travelers have reduced significantly.
One of the key touch points that remains crucial and relevant currently, for both, the travelers and travel companies, is the Customer Service and Customer Service will continue to emerge as key differentiator between companies in a highly competitive travel market.