Enhancing Customer Experience through AI-Enabled Journey Mapping in Luxury Travel Enterprises
Sonu Pradheen Kotapati *
University of Cincinnati, Cincinnati, OH, United States.
*Author to whom correspondence should be addressed.
Abstract
Currently, the trend within the luxury travel market is to be client-focused by offering a quality and unique experience. As more and more clients’ demand personalization investing in customer journey mapping and tailor-made travel experiences while growing competition in the luxury travel market more travel agencies turn to artificial intelligence. This research focus on the uses of AI to monitor and analyze customers throughout the travel processes and to provide them with personalized solutions. The study aims are as follows: The first is the determination of the role AI can play in the recognition of the customers’ needs, desires, and purchase patterns and how luxury travel agencies can apply this knowledge to improve the services they offer.
For this, a research method of the qualitative type is used, being focused on the analysis of the experience of the world’s leading travel-related companies that use AI platform, including HubSpot, to work and process the customer data. By examining the customer’s journey and analyzing patterns in behaviors, which include; the customer’s most visited destinations, special request or non-tolerances such as long working hours or no access to leisure time, these agencies will be able to offer valued added services such as suggesting leisure activities after extended working hours or arranging current or future working schedules to ensure they do not cause unnecessary drudges.
The study establishes that AI plays an important role in optimizing customer experience and smooth elimination of bottlenecks and thereby enhancing customer satisfaction. Moreover, the study shows that AI improves not only the personalization of the services provided but also the customer loyalty as the clients are more likely to return to the company that offered them exactly what they need and want. The study also showcases the that AI can offer in luxury travel and offers a template for other players in the sector to emulate when it comes to using AI for journey mapping and personalization. The study also demonstrated that AI should become a strategic marketing resource aimed at improving customer loyalty and raising the quality of services provided in the segment of luxury travel.
Keywords: Luxury travel, travel market, leisure activities, travel experiences