The customer experience boosting technologies you need to have on your radar in 2020

Treat customers well and the bookings will come. This simple ethos has helped high street agents thrive.

But when people are becoming more technologically adept, is it enough to rely on offering clients a glass of bubbly?

Abta’s 2020 Travel Trends Report revealed travel agents must rise to the demand for digital customer service, with holidaymakers now seeking myriad ways to obtain support during the booking process – whether through social media or messenger applications.

Technology’s influence on customer experience isn’t limited to travel. Adobe’s 2020 Digital Trends report in collaboration with Econsultancy – which surveyed 13,000 professionals in marketing, advertising, e-commerce, creative industries and IT – found firms leveraging artificial intelligence (AI) for automation in marketing optimisation, product recommendation and dynamic pricing had a clear advantage over competitors.

Here, we hear from three specialists to ask how agents can use live chat, big data and AI to improve customer experience in 2020.