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Great Expectations: The Travel Issue

Published on Monday, 30th July 2018, contributed by Great State

Great State are delighted to announce the launch of their latest deep dive industry report examining customer experience in the travel sector.

Over the past decade, the number of flights taken by people from the UK has risen by nearly a quarter. On the face of it, the travel industry is in rude health.

But more brands than ever now compete for consumers' spend. Many are attempting to become a platform or a 'one stop shop' for everything a traveller needs – offering joined up choices, convenience and ease, and a personalised service. By developing all encompassing services, these brands are aiming to win by having the majority share of consumers' attention, data and spend. Who will win out and who will slide into irrelevance?

In this report, Great State has analysed how the travel market continues to evolve and examined what brands need to do to maintain their relevance.

In a series of articles, they have explored Ryanair's ambition to become the 'Amazon of travel'; the threat Google poses to the market; how airports and airlines can improve their customer experience and drive their revenues; and how serverless technology can transform a company's development process.

They have also shared key insights uncovered at their recent Brand Leaders’ event, where they discussed the barriers to transformation that the industry must overcome, together with senior leaders from Japan Airlines, Holiday Extras, Eurostar, Trainline and Bristol Airport.

Finally, they have identified opportunities that exist for travel brands that want to maintain their relevance and get ahead of the competition.

Click here for access to the full report.