Overview
The travel, transport, and logistics sectors experienced unprecedented disruption and challenges in 2020 and early 2021. These industries face a prolonged path to recovery, with domestic travel potentially taking up to two years to rebound, and business and long-haul travel facing an even longer recovery timeline. The international supply chain upheaval caused significant challenges for the transportation and logistics arena, although some sectors displayed resilience and strong demand.
Organizations aiming for post-pandemic success must shift their focus to a customer-centric model, emphasizing personalized experiences and driving customer satisfaction and loyalty. Utilizing customer data effectively is crucial for enhancing engagement, brand loyalty, ancillary sales, and partner revenue. However, the complexity of legacy IT systems poses challenges in leveraging data for differentiation and aligning with broader corporate strategies around governance and privacy.
Despite these challenges, early adopters have reported positive returns from technology investments that leverage integrated data, especially through the use of AI and ML tools for transforming customer service with chatbots, personalized booking journeys, and streamlined transactions.