Travel

Distance transportation (airlines, trains, etc.), hotel accommodations, ground transportation, logistics, attractions, and all other activities related to travel, whether for personal or business purposes. A maturing Web travel market and challenging business and economic environments mean that the travel industry must adopt new technology perspectives and strategies for distribution, marketing, customer service, and procurement. Forrester's Travel research helps executives within the industry to clarify complex technology choices, understand how consumers use technology to gather information, make smart decisions and purchases, and participate in the post-sale relationship.

Latest Research

  • For Customer Experience Professionals

    REPORT: Drive Business Growth With Great Customer Experience, 2017

    The Upside Of Investing In CX For 17 Industries

    October 12, 2017 Maxie Schmidt-Subramanian, Dylan Czarnecki, Laura Garvin Tramm

    Many customer experience (CX) pros find it hard to show the connection between improving CX and making a business impact. That's why Forrester built models that demonstrate how CX improvements drive growth by increasing customer loyalty. This report shows the growth potential from improving CX for 17 of the industries we cover in Forrester's Customer Experience Index (CX Index™). CX pros can use this data to make the case for investing in customer experience.

  • For Customer Experience Professionals

    REPORT: MSC Cruises Seeks To Transform The Guest Experience With Emerging Tech

    To Create The Cruise Ship Of The Future, MSC Is Blending Physical And Digital Experiences

    September 29, 2017 Joana van den Brink-Quintanilha, Alex Causey

    MSC Cruises is investing €9 billion in building a fleet of new ships equipped with advanced new customer-facing technology and has just launched the first of them: MSC Meraviglia. We spoke with Luca Pronzati, MSC Cruises' chief business innovation officer, to understand the company's research, design, and development process and what customer experience (CX) professionals can learn from it.

  • For B2C Marketing Professionals

    REPORT: Q&A: Four Best Practices For Social Marketing Success

    Learn From The Hospitality Industry To Deliver Social Media Wins

    September 5, 2017 Erna Alfred Liousas

    Each update to social media forces marketers to question priorities as they struggle with the conundrum "To adopt or not to adopt?" This report combines marketers' top social marketing questions with examples from the travel and hospitality industry to highlight four best practices. B2C marketers should use this report to stay strategic yet flexible to achieve social marketing success.

  • For Customer Experience Professionals

    REPORT: The Canada Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience

    August 28, 2017 Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 192 brands across 18 industries in the Canada CX Index — based on a survey of over 74,023 adult customers. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The US Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience

    August 1, 2017 Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 314 brands across 21 industries in the US CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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