Medallia’s infographic explains how to elevate the traveler experience across five key stages: research, booking, preparation, travel, and post-travel. It emphasizes identifying and resolving friction in digital booking to boost conversions, enabling timely personalized interactions during booking, and simplifying two-way communication with targeted promotions before travel. During the trip, personalized service for loyalty members enhances satisfaction, and after travel, boosting review volume improves reputation. Supporting stats show that 83% of travelers value CX, 36% would pay more for personalized service, and airlines miss out on $1.4B annually by neglecting CX improvements.

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