KPMG and FICCI’s Expedition 3.0 — Travel and hospitality gone digital encapsulates technological innovations, challenges and way forward to win the tech-friendly Indian traveller.
India’s Travel sector has expanded in the recent years, driven by the increase in domestic spend, internet penetration and availability of smartphones. Technology today plays a ubiquitous role in shaping the travel industry. Key advancements in the travel space revolve around five themes, namely Mobile Applications, Social Media, Artificial Intelligence (AI), Big data and Virtual/Augmented Reality (VR/AR). These advancements could enrich travel experiences through direct and flexible interactions with customers. To differentiate themselves, existing players are honing the ways to personalise customer experience, build loyalty, automate operations and gain deeper insights on the customers. This paper attempts to portray an immersive view on the trends, challenges and consequences of digital travel, painting a holistic picture of the unfolding Digital travel revolution.
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