The Move to Traveler Centricity

whitePaper | January 30, 2023

Paired with changing workforce dynamics, contact centers are coping with issues such as economic uncertainty, customer vulnerability, an increase in global compliance regulations and ongoing pandemic-related disruptions — from the supply chain to employee health concerns. A perfect storm of external factors have led to higher interaction volumes and more complex customer conversations.

whitePaper | June 24, 2021

In the six months since the white paper was initially written, the ten Southeast Asian countries which comprise the Association of Southeast Asian Nations (ASEAN) have continued to experience passenger traffic declines that are sharper than the global and AsiaPacific averages.

whitePaper | February 15, 2022

The travel and expense paradigm, as we knew it, is being forced to change as it is be set with global socio-economic uncertainty and dramatic business model changes, including growth in digital-first models and remote working. Today’s finance departments must have the tools capable of helping users improve operational efficiency and enhance the employee/traveler experience even amid such swirling winds of change. As business travel is returning, finance leaders and travel managers will need to be open to upgrading their operational infrastructure.

whitePaper | June 1, 2022

As travel moves toward recovery, new forces will shape its futureThe COVID-19 pandemic disrupted several industries, but travel fell particularly hard and fast. US air passenger volume plummeted by more than 90% in March 20201and in April 2020 U.S. hotel occupancy dove to 25%.2 Travel showed its resilience when relief arrived in the form of vaccines. Pent-up demand surfaced quickly; Americans’ intent to make bookings doubled across most travel categories from February to September 2021.

whitePaper | May 16, 2022

When we imagine the golden era of hospitality, visions of turn-of-thetwentieth-century grandeur and elaborate hotels with live-in general managers (GMs) come to mind. We think of these GMs briskly moving throughout the property, personally knowing each guest and taking care of their every need.

whitePaper | May 10, 2022

The Travel & Tourism Development Index (TTDI) 2021 is an evolution of the 15-year-old Travel & Tourism Competitiveness Index (TTCI) series, a flagship index of the World Economic Forum’s Platform for Shaping the Future of Mobility. This revised index serves as a strategic benchmarking tool for policy-makers, companies and complementary sectors to advance the future development of the Travel and Tourism (T&T) sector by providing unique insights into the strengths and development areas of each country/economy to enhance the realization of sector potential and growth. Furthermore, it serves as a platform for multistakeholder dialogue to understand and anticipate emerging trends and risks in global T&T, direct policies, practices and investment decisions, and accelerate new models that ensure the longevity of this important sector.