16
DIGITAL | THERE IS FAR MORE ADOPTION AND/OR INTEREST IN TECHNOLOGIES THAT STREAMLINE THE
CUSTOMER JOURNEY THAN THERE IS FOR AUTOMATED CUSTOMER INTERACTIONS
Source: AlixPartners 2024 Consumer Priorities Survey
KEY INSIGHTS
• Much greater adoption and openness to using
technologies that streamline the customer
journey (e.g. digital payments, using a mobile
app, or presentations that give consumers more
insight into a hotel or activity or destination)
• Greater negativity around technologies that may
give the operator benefits but are impersonal
for the customer (e.g. chatbots and push
notifications)
• Also negativity around AI, but may be due to
current lack of use cases that truly streamline
the customer journey, rather than people not
wanting to use it (ever)
"WHICH OF THE FOLLOWING TECHNOLOGIES OR APPLICATIONS DO YOU USE OR ARE YOU INTERESTED IN?"
-9
THE DIGITAL FUTURE
AI Chatbots Digital Payments Interactive
presentations
Mobile apps
27% 19% 38% 16%
42% 14% 33% 11%
66% 12% 17% 5%
29% 28% 29% 14%
58% 15% 19% 9%
Push notifications
34% 12% 31% 23%
I already use it I don't use it but am open to using it I don't use it and am not interested in it I don't know this technology/ Not applicable
-11 -8 +55 +14 +45
To create
my
holiday
plans
To
preview
places I
am
travelling
To
research
products
To
suggest
new
products
To find
better
promotions
/ deals
To
generate
gift ideas
To
translate
menus in
restaurants To test
how
products
look on
me
Other
8%
10%
20%
10% 10% 9% 9%
6%
18%
How consumers are using AI currently Relevant/somewhat relevant for
travel operators