The State of Customer Outreach: Top Ten Findings for Travel and Hospitality

According to the commissioned study conducted by Forrester Consulting on behalf of Neustar, a TransUnion company, An Optimized Customer Contact Strategy Combines Transparency and Intelligence: The State of Outbound Communications in 2022, eighty-six percent of travel and hospitality firms surveyed said that the phone is their most important outbound channel, and seventy-six percent said it’s the most used channel.

However, unanswered calls, incorrect parties, spam mis-tagging, and inaccurate contact data result in unanswered calls, and a lack of trust in the phone. In addition, half of respondents said their biggest multichannel challenge is messaging silos by product or brand. As a result, the need for an orchestrated multi-channel outbound approach has never been more vital. Respondents agreed that it’s critical to address messaging silos and better understand the best channel to reach customers. 

Travel and hospitality firms can look to technology vendors for solutions that leverage phone behavior intelligence to help them reach the right customers on the right day at the right time. In addition, solutions like branded calling can help reassure customers that it’s really them calling.