Trends Report

Building A Digital Travel Business

Multichannel Strategies To Better Serve The Connected Traveler

January 29th, 2014
Martin Gill, VP, Research Director
Martin Gill VP, Research Director
With contributors:
Patti Freeman Evans , Douglas Roberge , Rebecca Katz

Summary

The act of traveling may always be immune to digital disruption, but the way in which travelers engage with the experience is ripe for digital enhancement. The Internet has revolutionized the way in which travelers research, choose, book, and discuss their business and recreational travel, but having a slick website is no longer enough. Travel eBusiness executives must up their game to create holistic digital experiences that encompass inspirational tablet content; context-rich, personalized mobile experiences; digitally enhanced business processes; and deep social engagement to drive loyalty. Travelers are embracing new touchpoints and will increasingly turn to mobile and tablets before, during, and after their trips. In response, eBusiness executives must act now to build tomorrow's experience today. This report outlines some of the key trends in US travelers' technology adoption and examines some of the best practices from leading travel firms today.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.