2016 Post Event Report

In September 2016, the Customer Experience Exchange for Travel & Hospitality, brought together 60 VPs, Directors and Heads of Customer Experience, Marketing & Customer Loyalty from Europe’s most successful and well-known hotels, airlines and car rental organisations to address the biggest CX challenges facing the industry. 

This report outlines the central themes that arose from discussions around the challenges keeping these CX executives awake at night, and the industry trends driving high levels of investment we’re seeing across the broad technology and service provider landscape.

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