Rebooting Customer Experience to Bring Back the Magic of Travel

The future of customer experience in the travel sector is top of mind for many travel and hospitality executives. So how do travel and hospitality companies prioritize customer experience to reboot loyalty and future-proof their businesses for the months and years to come? A new report by Skift Research and McKinsey & Company, Rebooting Customer Experience to Bring Back the Magic of Travel, assessed the current state of the travel experience and found mixed signals on that front. The report was discussed during a panel presentation at the Skift Global Forum last month. On the one hand, customer reviews haven't changed much. Travelers said they were mostly satisfied with their recent experiences. Indeed, some were surp