In last year’s AWS Travel & Hospitality “Building Resilience for the Long Run,” eBook I wrote about consistently, unflinchingly committing to best practices during an event which became a generational disruptor. Survival was the order of the day. Companies grappled to preserve liquidity while attempting to navigate the crisis. While companies vied with cost control, customers didn’t relax their expectations. No, they demanded fast responses from airlines, restaurants, and hotels on such specific needs as refunds, deliveries, and clarification on changing rules.

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