MSC Cruises is the world’s largest privately-owned cruise line and brand market leader, sailing to over 150 destinations worldwide, including year-round cruises in the Mediterranean and the Caribbean. This month they unveiled their fleet-wide digital innovation programme, MSC for Me, which puts guests truly at the centre of their business and technology investments. We caught up with Luca Pronzati, Chief Business Innovation Officer, for our upcoming report, Future of Travel: Man vs. Machine, and here we share his thoughts on how MSC Cruises are using technology to enhance guest experiences.
Founded in 2011, the Silicon Valley start-up HotelTonight has had a meteoric rise. Reaching profitability in just six short years it is now the leading platform for last minute hotel bookings with over 21 million app downloads. The latest data on the booking window for hotels shows 50% of bookings in the US are made within 3 days of check-in, and in Europe it’s 50% within 7 days, HotelTonight seeks to make it as easy as possible for customers to ‘plan less’ and ‘live more’, offering last-minute rates on unsold rooms.
We caught up with Amir Segall, VP International at Hotel Tonight, ahead of his key note presentation at our upcoming event, Future of Travel: Man vs. Machine, to give you a sneak preview of his thoughts.
Travel companies can no longer compete on price alone. The unprecedented emphasis on consumer behavior and customer expectations mounts increasing pressure on travel brands to deliver authentic experiences to their customers and increase brand loyalty.
Social proof is one of the most powerful psychological heuristics, it links the persuasiveness of a behavior or idea with how other people respond to it. Your brain reduces the perception of risk associated with an idea, or activity, when you see other people engaging in it. That’s why we’re all drawn to movies with high IMDb scores, best-selling books, and crowded restaurants.
Last week we held a webinar exploring the future of customer experience for airlines. Unfortunately time constraints meant we were not able to answer all of the questions so I thought I’d answer those that were submitted here.
Traditionally, hotels have focused their efforts on providing a superior in-hotel customer experience. Hiring the best people to service their guests and providing luxurious facilities to promote their venue used to be enough to ensure customer satisfaction and loyalty.
During our recent Future of Travel event, it became clear that across the entire travel industry many brands are experiencing digital transformation, as they seek to address the challenge of competing on customer experience in order to remain competitive.
“I like to think of working with Qubit as a partnership, we share all our goals with them and they know exactly what we're aiming for. We can really trust them to come up with the test ideas to really take us forward and deliver the next level of experience for our website.”
Graham Horner, CMO, Scott Dunn