Customer Relationship Management

AccorHotels has been on a digital journey since 2014 when it announced its five-year digital transformation strategy. Read More

Who owns the customer profile is going to change, and it could be an online giant such as Google or Amazon. Read More

Online fraud is rampant and travel brands are feeling the pain more than ever before. Fraud attack rates overall have increased by 13% since the beginning of 2017, and these rates show no signs of... Read More

Expedia is adding to its services it offers hotels with its Guest Insights technology. Read More

Beth Godlin has worked in the travel insurance sector for 25 years, so is well-placed to analyze where it has come from and where it is heading. Read More

It's been quite a year for Klook and GetYourGuide - both in terms of their individual strategies and the changes taking place in the tours and activities sector that they operate in. Read More

Stop me if you’ve heard this before: In the age of OTAs and industry disruption, effectively managing a complex channel and distribution strategy is critical to a hotelier’s bottom line. Read More

The very nature of the aviation sector makes it an absolute necessity to have a long‐term view. Read More

There are some travel businesses that wouldn't have had the opportunity to exist less than a decade ago, such is the impact that technology and social behavior has had on the industry. Read More

Well-backed online travel agencies often get a lot of the headlines - but brands such as Context Travel have been operating quietly and steadily in the background for years. Read More

The "X-for-hotels" or "Y-for-airlines" idea, when a modern consumer brand is used as a reference point, has become fairly common in the travel industry. Read More

If vacation rental property managers want to distinguish how they do business compared to hotels, the first step is to rethink how they use technology and data. Read More

In what has been a transformative year for tours and activities, perhaps one development stood out more than any other. Read More

For the final piece in this series, we consider the topic of technology in the hotel environment.  Read More

A string of investors have handed HYP3R a $17 million war chest by way of a Series A investment in the company. Read More