Insights for the New World of Travel
Part of the research “Insights for the New World of Travel” the report is about the changing travel industry after COVID-19 and presents different outlooks for travel sellers to recover for the future. The research is published by the leading travel technology company Amadeus.
Rapidly developing technology demands a new kind of knowledge from travel consultants, but technology cannot rise above a human touch in customer experience. People and providing human contact for customers are still the biggest factors for success in travel companies. On the one hand, the challenge of finding skilled workers in tourism is a real issue.
The report presents four themes or insights as interesting key claims for us:
- From bookers to consultants
Change to a travel specialist who makes good use of Artificial Intelligence (AI) and automation. By utilizing technical skills travel specialists have an opportunity to work as a consultant for customers’ plans and needs. - Technology is the greatest influencer for the “skillset for success”
The nature of work changes with AI and growing technologies. The workforce in the tourism industry should also master new technological skills. Consumers’ behavior can be understood and predicted better by using digital solutions and different technologies. Knowing the fundamentals of digital marketing promotes visibility of travel companies and reaches consumers online. Travel companies should be easily available online for customers on multiple channels. - Managing disruption
Up-to-date information and available services in disruptions is critically important for customers. 24/7 accessibility through alternative communication channels promotes a relationship of trust with customers. Travel specialists must have the knowledge, skills and tools to handle and manage disruptive situations. - Hone your soft skills
Emotional connection and communication skills with customers and business partners is important. You can promote your expertise in tourism by having situation awareness, consideration, empathy and listening skills.
In my objective of learning all the key claims above are relevant to our study unit Customer Experience Management in Tourism. We (students) are the future travel specialist who need to master the newest digital solutions, AI, technologies and customer understanding.
The world is changing and we cannot predict the future, but as future specialists we can prepare our skills and equip technology to serve both: the workforce and customers in the best possible way. I agree with the report that genuine human touch and caring connection with customers are the primary tools in the service branch.
Also managing difficult situations with the latest information, tools and knowledge is the foundation of customer service and customers’ personal experience. People cannot be automated.
Conclusion
I agree it is challenging to find skilled workers today. Therefore, an idea or a mindset of “lifetime learning” could be a future success for every travel company. The report made me think about my own skills as a future specialist in the tourism. Technology is very useful tool, but without the skill to use it, the benefits stays minimal. Also my working life skills must be updated if I want to succeed in the travel industry.
I find all insights mentioned in this report very useful. Technology skills just must be learned, and we don’t need to be arfaid of Artificial Intelligence either. We should see the changing world and technologies as an opportunity to develop our skillset for a better customer experience. After all, customers should be our priority in tourism.
References: Amadeus Research report 06 Oct 2020. Insights for the new world of travel – The travel consultant of tomorrow https://amadeus.com/en/insights/research-report/insights-for-the-new-world-of-travel-the-travel-consultant-of-tomorrow