As the post-pandemic economy re-calibrates and travel surges, travel and hospitality companies are re-investing in the guest experience through expanded loyalty programs,personalized marketing, modernized booking platforms and more.
But there’s one area that’s being drastically overlooked by most leadership teams in driving great customer experience: employee experience, or (EX) transformation.
When it comes to major crises or just day-to-day travel interactions, in-person and digital employee experience transformation is the backbone of guest satisfaction.
“In the travel industry, employee experience is inseparable from the customer experience,” says Pete Groves, senior managing director at Publicis Sapient. “It’s time to understand and enable employee journeys the same way we do with customer journeys.”
How can travel and hospitality companies make EX, and the resulting CX, a differentiator?