travel & leisure

Insights

BLOG

Hotel Chains Demonstrate Common B2B eCommerce Website Blunders

Duncan Jones July 30, 2019
Why do hotel web sites fail to support business travellers' customer journeys, in both the digital and physical sense? B2B eCommerce sites should help business shoppers balance price with value, which is a nuanced combination of many factors, not a series of binary choices.
Read More
BLOG

Cybersecurity And Professional Sports: Securing The Internet Of Sports

Merritt Maxim July 25, 2018
Over the past few years, companies in all markets have embraced digital transformation, whether it is financial services finding new mechanisms to engage with customers or manufacturers adding sensors and other data collection components into their operational processes. These digital transformation efforts are about leveraging digital insights to drive better outcomes. Digital transformation has value in the […]
Read More
BLOG

The Data Digest: Social Media And The Summer Getaway

Anjali Lai July 13, 2017
The many automated “out of office” messages that return when I send emails each day are a sure sign that summer vacations are in full swing. Whether people are enjoying life unplugged or preparing for a seasonal destination, one topic seems to dominate thoughts and conversations: the leisure getaway. The conversation that occurs between friends […]
Read More
BLOG

What Exactly The Heck Are Prescriptive Analytics?

Mike Gualtieri February 20, 2017
Prescriptive analytics is about using data and analytics to improve decisions and therefore the effectiveness of actions. Isn’t that what all analytics should be about? A hearty “yes” to that because, if analytics does not lead to more informed decisions and more effective actions, then why do it at all? Many wrongly and incompletely define […]
Read More
BLOG

DevOps The Code To Delivering With Velocity, Quality And Agility

Robert Stroud December 20, 2016
Every business today is under pressure from a startup that is disrupting their traditional market. We have seen this in the taxi industry with Uber[i], ATOM Bank is revolutionizing banking[ii] and Airbnb the hotel industry.[iii] The overused statement that today every business is a software business, is resonating in every industry and we are all […]
Read More
BLOG

Driving Systems of Records to the Cloud, your focus for 2016!

Robert Stroud December 7, 2015
Success in the Cloud is now a fact You have all heard the success stories of Uber and Airbnb as they leverage technology to disrupt existing business norms in the taxi and hotel businesses. Digital business successes such as these are pressuring traditional enterprises to focus on differentiation in business models, customer intimacy and velocity as they […]
Read More
BLOG

Can Your Organization Build A Customer Experience To Rival The Cloud-Based Upstarts?

TJ Keitt June 3, 2015
The cloud is not just reshaping how companies provision technology; it's changing customers' experience. A technology platform that is easily scalable for and accessible to the billions of connected devices customers use — PCs, smartphones, tablets, TVs, cars, jet engines, and more — has allowed cloud-services companies to completely reinvent experiences. No one was using […]
Read More
BLOG

Great Customer Experience, European Style

Harley Manning September 12, 2014
I love Europe. I especially love the fact that in a very real sense there is no “Europe” as such: The UK experience is not the German experience, which is not the French experience, which is not the Italian experience, and so on. Yet all of these countries are so close together that once I’m […]
Read More
BLOG

Airlines Must Deliver A Consistent Customer Experience To Build Their Brand

Forrester June 25, 2014
JetBlue built its brand on a new standard of in-flight customer experience when it launched in 1999. Guided by its brand North Star to “bring humanity back to air travel,” the fledgling airline offered beleaguered economy passengers better seats, better entertainment, better snacks, and an all-around better customer experience. JetBlue had the prescience to understand […]
Read More
BLOG

Contextual Customer Experience

Forrester January 13, 2014
The Forrester Asia Pacific team is currently meeting in Bangkok to discuss how we support our clients in the age of the customer. Meeting friends and colleagues overseas is always a great experience. We get away from our desks and exchange ideas, bringing focus to our efforts for the following year. But, of course, you […]
Read More
BLOG

Q&A With Declan Collier, CEO, London City Airport

Harley Manning October 21, 2013
I have to admit that I’m a little intimidated at the thought of sharing a stage with Declan Collier, the CEO of London City Airport, at Forrester’s Forum For Customer Experience Professionals EMEA on November 19th and 20th in London.  For one thing, if you’ve ever been to London City Airport, it’s an experience that’s […]
Read More
BLOG

Where BI Falls Short: Taking A Singular Point Of View

Forrester August 26, 2013
There is a reason the phrase, “beauty is in the eye of the beholder,” has held significance and power in our society for so many generations. And in that phrase is a lesson for all of us about business analysis. The power of different points of view examining a given set of inputs is key […]
Read More
BLOG

How To Be More Like Uber And Airbnb

James L. McQuivey June 3, 2013
I recently heard my all-time favorite excuse for why you can’t disrupt yourself. It was in a session with 40 senior IT leaders of a Fortune 500 company including the CIO. Somebody brought up Uber and Airbnb, and most in the room nodded in agreement that a big company could learn a thing or two […]
Read More
BLOG

Is your data working for you?

Forrester April 23, 2013
  Every company generates data that would be of significant value to its customers, partners and potential partners; information that could be combined with insights from this ecosystem, public data and other sources to generate significant new discoveries, products and business values. But making our data available, easily consumable and getting payback for sharing it […]
Read More
BLOG

Every Parent’s Worst Nightmare: How United’s Culture Failed Its Customers

Harley Manning August 22, 2012
You’re at home when your phone rings. It’s your child’s summer camp calling to tell you that she never arrived. No one knows where she is. Make your gut churn? Yes, if you’re a parent — or even if you’re not. If you were following the news last week, you know that Annie and Perry […]
Read More
BLOG

Forrester’s New 2011-2016 US Online Travel Forecast: Restrained Growth Ahead

Forrester July 29, 2011
We just published Forrester’s 2011-2016 US online leisure and unmanaged business travel forecast report (if your firm is a Forrester ForecastView subscriber, you may download the complete detailed forecast here). The forecast covers spending for airline tickets, hotel/motel accommodations, rental cars, cruises, and tours, with year-by-year amounts for each in the report. The forecast doesn’t include travel […]
Read More
BLOG

The Best Airline Experience You Haven’t Heard Of Yet

Harley Manning July 11, 2011
There’s a personal story behind why we invited one of our speakers to be on the main stage at Forrester’s Customer Experience Forum, 2011. A few months back, I had to take a trip from Boston to Toronto. My colleague Jeff Thurston said, “You’ve got to fly Porter.” I asked why, and he just said […]
Read More
BLOG

Expedia/Groupon Create A New Travel Marketplace — Travelers Will Love It, Travel Sellers Will Have To Be Careful

Forrester June 1, 2011
On June 1, 2011 at All Things Digital’s D9 conference, Expedia, the world’s largest online travel company, announced it and Groupon would launch a new travel deals product, “Groupon GetawaysTM With Expedia” (forgive us if we shorten that mouthful to just Groupon Getaways). Both Groupon and Expedia already offer their own assortment of travel deals. Expedia’s […]
Read More