If advertising is the soul of the business, experience is definitely the heart. History is full of examples of incredible campaigns, whose phrases or songs remained in the memories of countless people, and had a positive impact on the consolidation of brands and products, and also on increasing sales results.
But all of this could be temporary if the promises of advertising campaigns do not become reality. And I’m not just talking about quality products or services. But rather than the intangible factors that advertising brings, it is only a quality experience capable of replicating.
Let’s take Tourism as an example. This segment of the Economy has unique characteristics (such as tourists seeking personalized experiences and with low tolerance for delays, for example) that enhance the business challenge, even more affected by the Customer Experience.
To top it all off, the recommendation has a huge impact on building the reputation of tourism companies. When someone has an incredible experience, they share it with their friends and family so that they can have the same experience. And when the experience is negative, the word spreads even more quickly. Digital travel guides became popular following this scenario and, today, thousands are dedicated, among other things, to consolidating and sharing customer reviews.
So it’s no surprise that 67% of tourism companies plan to increase their spending on personalization in relation to customer experience and support, as indicated by the CX Trends 2023. And the use of Artificial Intelligence solutions can be the difference between offering the dream holidays or become one big robbery.
AI can help enhance personalization efforts by mining vast amounts of data and creating individualized recommendations for each traveler. It can also help make it more efficient and human one bot customer support, available 24 hours a day, seven days a week.
Technologies have always existed to, in one way or another, make our lives easier, more productive and more pleasurable. And, also, to make businesses increasingly successful, even in sectors such as Tourism, where people seek disconnect so you can enjoy the moment. The world never stops changing and, when it comes to market relevance, only brands that keep up with the pace of change will continue to be admired.
* This content does not necessarily reflect the opinion of Adnews
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