Retail travel agents have been advised to adopt new strategy of reintermediation in order to survive in the global travel market (Barnett and Standing, 2001). Digital technology in travel industry Technologies create innovation in customer services and provide more convenient and connected experience with satisfaction seamless product. Innovation technology enables customer to use self-service technology from dropping luggage at airport to hotel self check –in services. Customers have gladly adopted new technologies and use self-service to avoid waiting time, a long with travel and tourism industry companies are also adopted. Mckinsey’s David Edelman is a global co-leader of digital and marketing who recognized the evolution of mobile in customer journey pointed out that companies must adopt a different approach to understand their customer’s decision-making process. His ideas focused on three main areas: discover, design and deliver. Discover: companies must develop engagement strategies to analyze customer behaviors and knowledge with the band as well as the use of use of customer mobile and social media
Retail travel agents have been advised to adopt new strategy of reintermediation in order to survive in the global travel market (Barnett and Standing, 2001). Digital technology in travel industry Technologies create innovation in customer services and provide more convenient and connected experience with satisfaction seamless product. Innovation technology enables customer to use self-service technology from dropping luggage at airport to hotel self check –in services. Customers have gladly adopted new technologies and use self-service to avoid waiting time, a long with travel and tourism industry companies are also adopted. Mckinsey’s David Edelman is a global co-leader of digital and marketing who recognized the evolution of mobile in customer journey pointed out that companies must adopt a different approach to understand their customer’s decision-making process. His ideas focused on three main areas: discover, design and deliver. Discover: companies must develop engagement strategies to analyze customer behaviors and knowledge with the band as well as the use of use of customer mobile and social media