The travel-and-hospitality industry occupies a unique place in regard to digitization. Bookings for flights and hotels, as well as subsequent transactions are all migrating to a fully digital experience, yet a huge part of the customer experience remains connected to physical locations and face-to-face interaction.
A full 72% of businesses say improving customer experience is their top priority, according to a Forrester survey. As websites, mobile applications, and progressive web applications (PWA) increasingly become the main place where customers and prospective customers receive the brand experience, this has obvious implications for web owners in the travel and hospitality space.