2025年值得关注的旅游和酒店业趋势：寻求真正的人性化体验

Seeking Authentically Executive Summary The travel and hospitality space continues to adjust to an era of unprecedented change. As such,“Customer experience remains a critical factor for businesses across various sectors. However, inindustries like travel and hospitality, offering exceptional interactions isn't just advantageous—it's Put another way, “The travel and tourism industry stands at a crossroads of innovation, facedwith rising customer expectations and rapid technological advancements. Businesses that seekto remain relevant and excel are turning to cutting-edge solutions to refine their marketing Considering what will be critical in 2025, TrendzOwl and TP propose three interrelated themes inthe travel and hospitality space: The “ContactlessExperience” The Intersection ofEmotional Intelligence AI as Travel Companion AI is becoming anindispensable travelcompanion, encompassinga multifaceted role that’sredefining travel experiencesand elevating hospitality Smartphones, mobile apps,and voice-activated roomcontrols are enabling the“contactless experience”across hotels, restaurants, andtransportation services, offering While travel and hospitalitycompanies continueto prioritize increasinginvestments in digitaltransformation, it’s also truethat in sectors ranging fromairlines to hotels and onlinetravel, 2024 TP researchshows that most consumersagree that AI is best applied Background We’re living at a time characterized by “a generalized wanderlust.” According to a survey by travelagency Skyscanner, “On the travel side of hospitality, 81% of U.S. consumers said they plan totravel the same amount or even more in 2024 compared to 2023.”4Which means that “People’sescalating desire to explore new places is causing a surge in travel research, bookings, and digital In other words, “Despite the ongoingmacroeconomic uncertainty, people areprioritizing travel. But such high demandcomes with even higher expectations. Themodern traveler doesn’t just want to travelmore. They want to travel better.”6There’s nodenying the need for continuing innovation.After all, “If there’s one thing that’s constant In light of this, the results of TP’s 2024 GlobalInsights Survey make sense, as it shows thatwith more travellers emerging from moreparts of the world, more travelers expectquality support across a range of channels.Among the highest percentage of consumersusing multiple channels was in the onlinetravel agencies sector, where 21% utilized twochannels (the highest among all sectors), 12%used three channels (also the highest amongall sectors), and 6% used four channels (also And it’s not just in the United States.According to McKinsey, “The United States,Germany, the United Kingdom, China, andFrance remain the world’s five largest sourcesof travelers, in that order. These countriescollectively accounted for 38 percent ofinternational travel spending in 2023 and 81% of U.S. consumers said theyplan to travel the same amountor even more in 2024 compared AI, Personalization & the Emotional Intelligence Imperative And what of the gathering power of AI and automation in travel and hospitality? “AI-powered virtual assistants and chatbots are revolutionising customer service in the travelindustry. These intelligent systems can handle various inquiries, from booking assistanceto itinerary recommendations, providing travellers with real-time support and personalised The impacts are far-reaching. “From booking flights to navigating unfamiliar cities, AI ison track to becoming an indispensable travel companion. AI’s capabilities extend beyondautomation and chatbots, encompassing a multifaceted role that elevates hospitalitystandards and redefines the travel experience. It can help brands transform their servicesinto a highly personalized journey, like offering each client their own travel concierge.”11 One of the fundamental aspects of human interaction, however, if empathy — the abilityto understand and share the feelings of others. In customer service, empathy playsa crucial role in addressing the unique needs and concerns of individuals.13Downplaying or eliminating the human element is a short-sighted strategy thatcould result in a customer care calamity. AI lacks emotional depth, nuancedjudgment, and creativity. As a result, “The necessity of human touch in customer The necessity of humantouch in customer service This is an important insight, because it’s becoming increasingly clear that young peoplein particular want hyper-personalzied travel experiences. According to psychologist andfounder of Essentialise, Lee Chambers, “People want hyper-personalized experiences tofeel they’re traveling with intention, not just to get out of the country.”14And AI workingin tandem with human beings exhibiting emotional intelligence is an important part ofmaking that happen. According to a survey by Statista, “roughly 21 percent of the surveyed Everything is changing. As customer support reinvents itself due to the fusion o