Table of Content

Strategic Imperatives
Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top Three Strategic Imperatives on Travel & Hospitality Customer Engagement
Growth Opportunities Fuel the Growth Pipeline Engine™

A Snapshot of the Travel and Hospitality Industry and its Approach to Customer Care
Mixed Emotions—The Travel & Hospitality Industry Today
Mixed Emotions—The Travel & Hospitality Industry Today (continued)
The Current State of Travel & Hospitality Customer Care
Moving Forward—The Digitalization of CX in the Travel & Hospitality Industry
Moving Forward—The Digitalization of CX in the Travel & Hospitality Industry (continued)

Growth Opportunity Analysis
Scope of Analysis
Digital Transformation in Travel & Hospitality
CX in Travel & Hospitality
The Global IT and Telecom Decision-Maker (ITDM) Study—Travel & Hospitality
High-priority Business Goals for Travel & Hospitality
Hurdles to Meet or Exceed Digital Transformation Objectives
COVID-19 Impact on Digital Transformation Strategy and Investments
COVID-19 Impact on Digital Transformation Objectives
Digital Transformation Success Measurement
Estimated Change in IT/Telecom Budgets in 2022

The Human Factor
The Great Resignation—Travel & Hospitality Industry’s Achilles Heel
Agent Attrition Rate in the Travel & Hospitality Industry
Employee Engagement Initiatives for 2022
Enhancing Frontline Worker Performance Initiatives
Digital Capabilities Readiness to Empower Frontline Workers
Future Investments in Technologies for Frontline Workers
Communications and Collaboration Solutions for Frontline Workers—Investment Considerations
Key Factors that Prevent Meeting Frontline Worker Goals and Objectives

Customer Engagement Priorities
Customer Experience Priorities
Key Metrics to Evaluate the Success of CX Initiatives
Key Factors that Prevent Meeting or Exceeding CX Objectives
Key Drivers for CX Investments
Key Factors Influencing CX Solutions Acquisition
Preference for CX Communications Solutions
Technologies to Improve Contact Center Performance—Plan to Invest

Customer Engagement Trends and Technologies
Supported Interaction Channels—Today*
Supported Interaction Channels—Plan to Support over the Next Year
Interesting Developments/Changes During 2021
Interesting Developments/Changes During 2021 (continued)
Status of Channels Integration—Today
Reasons for Not Delivering a Fully Integrated Omnichannel Experience
Use Case: Amelia—Resort World Las Vegas (RWLV)
Use Case: Teleperformance—TP Travel
Use Case: Webhelp—Travel & Leisure Portfolio

Growth Opportunity Universe
Growth Opportunity 1: Contactless Services & Digital Payments
Growth Opportunity 1: Contactless Services & Digital Payments (continued)
Growth Opportunity 2: Wider Breadth of Connectivity Options
Growth Opportunity 2: Wider Breadth of Connectivity Options (continued)
Growth Opportunity 3: Hyper Personalization
Growth Opportunity 3: Hyper Personalization (continued)

Next Steps
Your Next Steps
List of Exhibits
List of Exhibits (continued)
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